Service Delivery Supervisor - Military veterans preferred

Service Delivery Supervisor | Solution Management | UK | Remote

RLDatix is on a mission to transform care delivery worldwide, ensuring every patient receives the safest, highest-quality care. Through our innovative Healthcare Operations Platform, we're connecting data to unlock trusted insights that enable improved decision-making and help deliver safer healthcare for all.

At RLDatix we’re making healthcare safer, together. Our shared passion for meaningful work drives us, while a supportive, respectful culture makes it all possible. As a team, we collaborate globally to reach our ultimate goal—helping people.

We’re searching for a UK-based Service Delivery Supervisor to join our Expedite Team, so that we can ensure seamless service delivery and enhance customer satisfaction. The Service Delivery Supervisor will oversee service delivery and support processes to maintain a high level of client service, ultimately driving customer success and operational efficiency within our company.

How you’ll spend your time:

• Monitor and manage Service Level Agreements (SLAs) to ensure compliance and provide accurate KPI reporting.
• Coordinate and resolve critical incidents to minimize downtime and provide timely root cause analyses.
• Drive continual process improvement initiatives to enhance service delivery and support.
• Manage service delivery performance to meet customer expectations and drive future requirements.
• Conduct problem management and Root Cause Analysis (RCA) to implement effective solutions.
• Provide timely updates to customers regarding their cases to maintain transparency and satisfaction.
• Escalate high-priority issues to the Director of Customer Support, International, to ensure prompt resolution.
• Liaise and escalate product defaults with Product teams and Resolver Groups to address issues efficiently.
• Manage projects from initiation to closure to ensure successful implementation.
• Prepare materials for escalations to ensure accuracy and transparency.
• Support process design and transformation to improve support function efficiency.
• Prepare and follow-up on Operational Service Reviews to identify and implement improvement opportunities.
• Collaborate with the Director of Customer Support, International, on activities associated with mergers and acquisitions to integrate customers and processes.

What kind of things we’re most interested in you having:

• Significant experience in Service Level Agreement (SLA) management and operational schedules within a managed services environment.
• Proven success in leading and developing a support team.
• In-depth knowledge of industry trends and effective application of process standards.
• Exceptional customer-facing skills and strong relationship management abilities.
• Strong organizational skills and the ability to manage and prioritize tasks efficiently.
• Readiness to demonstrate a proactive attitude and problem-solving mindset.
• Technical understanding of web-based software solutions, database methodologies, and internet hosting.
• A knack for working collaboratively within a fast-paced and customer-focused environment.
• Sincere interest in delivering end-to-end customer-driven solutions.
• Experience/knowledge of healthcare IT or workforce management desirable.
  
  

By enabling flexibility in how we work and prioritizing employee wellness, we empower our team to do and be their best. Our benefits package includes health, dental, vision, life, disability insurance, retirement plan, paid time off, and paid holidays.

RLDatix is an equal opportunity employer and is committed to ensuring a fair and consistent recruitment process in accordance with UK law, including the Equality Act 2010. We celebrate diversity and are dedicated to creating an inclusive environment for all employees.

As part of RLDatix’s commitment to the inclusion of all qualified individuals, we ensure that persons with disabilities are provided reasonable accommodation in the job application and interview process. If reasonable accommodation is needed to participate in either step, please don’t hesitate to send a note to accessibility@rldatix.com.

All offers of employment are subject to the successful completion of background checks. Any personal data provided in your application will be processed in accordance with the Data Protection Act 2018 and the General Data Protection Regulation (GDPR). By submitting your application, you consent to the processing of your personal data for recruitment purposes.

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