Senior Technical / Engineering Manager - Delivery

About the Role : -

Senior Technical / Engineering Manager - Delivery will lead and shape the company's customer service strategy to ensure an exceptional customer experience. This role involves overseeing all aspects of the

support function, including contact centers, support teams, and service delivery channels. The

ideal candidate will be a strategic leader with a strong background in customer service

management, team development, and data-driven decision-making. They will be responsible for

setting and achieving key performance indicators (KPIs), fostering a customer-centric culture, and

collaborating with cross-functional teams to drive continuous improvement.

Key Responsibilities :

Customer Support Operations

• Oversee all customer support functions including phone, email, chat, and ticketing systems
• Ensure first-contact resolution rates meet or exceed organizational targets (typically 90%+)
• Monitor and improve average response time, resolution time, and customer satisfaction scores
• Implement support best practices and industry standards (ITIL, Six Sigma, Lean methodologies)
• Manage support ticket systems, knowledge bases, and documentation
• Create and maintain standard operating procedures (SOPs) and process documentation
• Ensure 24 / 7 support coverage and shift management for mission-critical healthcare systems

Customer Satisfaction & Quality Assurance

Strategic Planning & Process Improvement

Leadership & Team Management

Healthcare Compliance & Risk Management

Training & Knowledge Management

Stakeholder Communication

Technical Knowledge

Leadership Competencies

Personal Attributes :

Experience :

managing a large team.

a team to achieve high performance.

make data-driven decisions.

Preferred Qualifications :

Skills Required

hl7 standards , Sqlserver, Angularjs, Hipaa, Jquery, Jira, Servicedesk, Reactjs, Javascript, .Net Core, Microsoft .NET