Service Manager

Grapes Innovative Solutions is a top-ranking Hospital Management Software (HMS) provider, leading the way in healthcare technology with cutting-edge products and services. We specialize in integrated management systems that improve workflow efficiency and enhance operational practices for hospitals, clinics, and other healthcare providers

Role Overview

The Service Manager is responsible for ensuring effective delivery, continuity, and quality of pre and post-implementation services for Grapes HMS clients. The role focuses on service governance, team performance, client satisfaction, SLA adherence, and issue resolution, acting as the bridge between customers, support teams, and internal stakeholders

Key Responsibilities

1. Team Management & Performance

• Lead, mentor, and monitor L1/L2 Support and Implementation team members
• Allocate resources based on client priority, severity, and workload
• Review individual and team performance against service KPIs
• Identify training needs and coordinate skill enhancement initiatives

2. Client Relationship Management

• Act as the primary service escalation point for key hospital clients
• Conduct periodic service review meetings with client management
• Address service complaints, recurring issues, and client concerns proactively

3. Service Delivery & Operations

• Oversee end-to-end service support for assigned hospital clients after HMS implementation
• Ensure uninterrupted system support, issue resolution, and operational continuity at client sites
• Monitor service SLAs, response times, resolution timelines, and escalation handling
• Ensure adherence to defined support processes, workflows, and documentation standards

4. Incident, Problem & Escalation Management

• Ensure structured handling of critical incidents and production issues
• Conduct root cause analysis for recurring problems and ensure corrective actions
• Coordinate with Development, QA, and Product teams for bug fixes and enhancements

Key Skills & Competencies

• Strong understanding of IT service delivery in healthcare / hospital environments
• Excellent client handling and communication skills
• Ability to manage escalations calmly under pressure
• Leadership and team coordination capability
• Structured thinking, problem-solving, and decision-making skills
• Process orientation with attention to detail
• Willingness to travel to client hospitals as required

Qualifications & Experience

• Bachelor’s degree in Engineering / Computer Applications / IT or related field
• 6–10 years of experience in IT support, implementation, or service management
• Prior exposure to Hospital Management Systems (HMS) or healthcare IT preferred
• Experience managing client-facing support teams is mandatory
• ITIL or service management exposure is an added advantage

FOR MORE DETAILS, CALL - 86069 84847

Job Types: Full-time, Permanent

Pay: ₹30,000.00 - ₹50,000.00 per month

Work Location: In person