
Orion Health
Purpose
As the VP of Technical Operations, you will have overall responsibility for the maintenance, upgrades and support of our client solutions in the NA region. This key leadership position requires a seasoned professional with a proven track record in managing technical operations teams, driving efficiency, and fostering a culture of continuous improvement and client centricity.
Core duties include leading the Technical Operations and Service Operations teams in each sub-region to keep them motivated, high performing and responsive to customer needs. You will be accountable for determining and implementing the regional ops strategy and driving optimization and quality improvement within the NA Ops team.
Success looks like…
You will work with the global Operations leadership to define and implement the strategic plan and OKRs for Operations in your region.
You will lead sub-regional managers and their teams to successfully execute this plan, through world class standards and service levels. Your region will make demonstrable progress towards key objectives that are reflected in key results.
These include gross profit margins, client satisfaction, employee engagement, support incident resolution, system performance, and execution of proactive maintenance plans.
Business Unit
The Orion Health Operations group exists to power the success of the world’s leading health organizations through our relentless commitment to exceptional customer satisfaction, proactive problem-solving, and continuous service improvement. The role reports in a matrix structure into the Regional VP/Country Manager and the VP Global Operations.
Key Responsibilities
Leadership and Strategy:
Provide visionary leadership to the regional Operations teams, aligning global strategies with planning and execution activities on the ground.
Team Management:
Build and lead high-performing Technical Operations teams in each sub-region, fostering a collaborative and innovative culture across them all.
Establish resource planning, mentorship and professional development opportunities for team members.
Incident Escalation:
Develop and implement effective incident escalation processes to ensure incidents are addressed at the right level, in a timely manner. Conduct post-incident reviews to identify root causes and implement preventive measures.
Automation and Efficiency:
Drive automation initiatives to streamline operational processes and enhance efficiency.
Vendor Management:
Manage regional relationships with key technology vendors and ensure the procurement of high-quality services and team training/enablement.
Evaluate and recommend new technologies and solutions to improve operational capabilities.
Compliance and Security:
Ensure that technical operations comply with industry regulations and security best practices.
Reporting and Performance Management:
Measure departmental performance by refining metrics and reporting. Monitor programs, procedures and metrics to ensure on-time delivery and overall customer satisfaction.
Conduct quarterly reviews with executive leadership on the execution of strategic global initiatives.
Behavioural and Technical Capabilities:
Can transfer information to both technical and non-technical audiences by being aware that Business Teams are not necessarily technical, and that Technical Teams are not necessarily business experts.
Skills and Qualifications
To be successful in this role, you will have:
#LI-Hybrid
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