Head IT Service Delivery

- Own end-to-end IT service delivery for the Payer account, covering applications, infrastructure, and integrations. - Ensure strict adherence to SLAs, OLAs, and KPIs related to availability, performance, incident resolution, and service quality. - Take the lead in day-to-day service operations, including Incident, Problem, Change, and Request Management. - Conduct root cause analysis (RCA) and implement preventive actions for major incidents. - Guarantee service continuity, disaster recovery readiness, and operational resilience. Qualifications / Must-Have Skills: - Strong understanding of IT Service Management, particularly the ITIL framework. - Experience in supporting Health Insurance / Payer systems such as Claims, Enrollment, Provider, Billing, and Care Management. - Knowledge of HIPAA, PHI handling, and healthcare compliance requirements. - Familiarity with application support, infrastructure, cloud, and integration platforms. - Proficiency in using service management tools like ServiceNow, BMC, Jira Service Management, etc. In addition to the above details, the following information is available: - Role: IT service delivery - Industry Type: ITES/BPO/KPO - Functional Area: ITES/BPO/Customer Service - Required Education: Bachelor Degree - Employment Type: Full Time, Permanent - Key Skills: ITIL, IT SERVICE DELIVERY MANAGEMENT, PAYER HEALTHCARE Please note the following details for reference: - Job Code: GO/JC/2388/2026 - Recruiter Name: Maheshwari Balasubramanian