Tech Operations Lead (Incident/Service Delivery Management)

The Operations Manager is responsible for the end-to-end operational leadership of a nationwide healthcare billing platform supporting inpatient, outpatient, emergency, day surgery, and primary care settings. This role ensures stable, accurate, and compliant billing operations while driving continuous improvement, stakeholder alignment, and timely resolution of operational issues.

Key Responsibilities

• Lead day-to-day operations of the Healthcare Billing System, ensuring high availability, accuracy, and performance across all care settings

• Manage and mentor a high-performing operations team, fostering accountability, collaboration, and service excellence

• Engage key stakeholders including healthcare institutions and technology partners to ensure alignment and smooth integration

• Drive process optimization and continuous improvement using data-driven performance monitoring and analytics

• Proactively identify, assess, and mitigate operational and regulatory risks

• Oversee system enhancements, upgrades, and initiatives, ensuring delivery within scope, timeline, and budget

• Establish robust reporting and dashboards to provide operational insights to senior management

Qualifications & Experience

• Strong expertise in incident, operations, and service delivery management.

• 10-15 years of experience in healthcare operations, service delivery, or billing/financial systems management

• Proven experience leading large-scale, mission-critical systems and cross-functional teams

• Hands-on experience managing high volumes of operational tickets using tools such as JIRA, ServiceNow, SCCD, or equivalent

• Solid understanding of healthcare billing workflows, regulatory requirements, and financial systems

• Familiarity with SAP BRIM (Hybris) and SAP S/4HANA is an advantage

Core Competencies

• Strong leadership, communication, and stakeholder management skills

• Excellent analytical, organizational, and problem-solving abilities

• Ability to work independently, drive issue resolution, and operate effectively under pressure

• Knowledge of service management frameworks is a plus

• High sense of ownership and urgency in responding to production and operational issues

Work Arrangement

• Onsite role with fixed office hours, with flexibility to support ad-hoc non-office hour operational needs