Total 17 Director/C-Level IT Manager job vacancies in Customer Service category in The United States of America

The Coca-Cola Company is a 135+ years old total beverage company, offering over 500 brands in more than 200 countries and territories. We’re constantly transforming our portfolio, from reducing sugar in our drinks to bringing innovative new products to market. We’re also working to reduce our environmental impact by replenishing water and promoting recycling. With our bottling partners, we employ more than 700,000 people, helping bring economic opportunity to local communities worldwide.

Learn more at Coca-Cola Journey at www.coca-colacompany.comand follow us on Twitter (@CocaColaCo), Instagram (@thecocacolaco), Facebook (@thecocacolaco) and LinkedIn.

Position Overview:

The Senior Director, Customer and Commercial IT, APAC’s role is to lead the APAC team in supporting four operating units in the region in the deployment and adoption of data and technologies to enable our customers in accelerating recruitment and transactions. The role plays a critical role in working with stakeholders in project planning through business opportunity identification, prioritization, strategic guidance and Agile adoption for successful delivery and exploitation of IT solutions and services.

The position will report into the VP of OU Digital and Technology Services for ASEAN South Pacific and will be based out of Singapore.

Key Results

• Deliver scalable solutions that unlock business value, balancing cost, complexity & timely delivery.
• Provide innovative solutions to drive business decisions, automate processes, improve user experience.
• Ensure compliance with both company global technology stack and industry best practices and standards.

Responsibilities:

• Responsible & accountable for leading business digital transformation & solution implementation in the following areas:
• Business to Business (B2B), Business to Consumer (B2C), Direct to Consumer (D2C), Food Service Aggregators (FSA), Online to offline (O2O), Online execution survey (eRED), Payment Solutions, Sales force automation (SFA) & execution, Customer Service Excellence (RED, IoT, Vending machine, cooler, AI/Image Recognition) and Alternative channels & Routes-to-Market (RTM).
• Acting as a liaison between the global product owners, operating unit technology specialists and the operating unit commercial team for the development and implementation of new systems and enhancement of existing systems, translating business requirements into application requirements.
• Conducting cost/benefit analyses for proposed IT projects/products as input to the organization’s IT roadmap.
• Building sustainable relationships with the bottling partner(s) in the BU to drive strategic IT changes.
• Making recommendations for solutions or improvements to business processes that can be accomplished through new technology or alternative uses of existing technology.
• Evaluating new IT developments and evolving business requirements and recommending appropriate systems alternatives and/or enhancements to current systems.
• Identify potential threats for the product delivery and help to remove them.

Job Requirements

• Experience working in a networked and matrix organization.
• Working knowledge or experience in process optimization.
• Proven track record in piloting and scaling IT innovation.
• Ability to manage, mentor and upskill team members.
• Comfortable in both a leadership and team-member role.
• Stakeholder Management experience to senior executive levels. This role will require excellent communication and organizational skills, with the ability to push through ambiguity to align diverse stakeholder groups towards aligned goals.
• Creative problem solver who thrives when presented with a challenge.

Related Work Experience

• 14+ years of IT leadership / management experience.
• Experience working in multinational companies with regional, cross-functional teams is a must.
• Have completed at least one full project lifecycle of IT solution for at least 100 end-users.
• Program management, risk management and business analysis.
• Data, Digital or IT Product Management and Agile/ DevOps.
• Proven track record in piloting and scaling IT innovation.
• Proven analytical skills - can process information quickly to drive decisions in a timely manner.
• Comfort in holding team members accountable for achieving their goals.
• Leads by example, creates a sense of urgency, energy and ownership.

Qualifications

• Bachelor’s degree in computer science, Information Technology, or equivalent required

Core Competencies

• Drives Innovative Business Improvements: Develops new insights into solutions that result in organizational improvements; promotes a work environment that fosters creative thinking, innovation and rational risk-taking.
• Balances Immediate and Long-Term Priorities: Seeks to meet critical objectives while considering the impact of those decisions and activities on the ability to achieve long-term goals.
• Delivers Results: Focuses on the critical few objectives that add the most value and channels own and others' energy to consistently deliver results that meet or exceed expectations.
• Imports and Exports Good Ideas: Relentlessly seeks, shares and adopts ideas and best practices in and outside the Company and embraces change introduced by others.
• Develops and Inspires Others: Builds and maintains relationships that motivate, guide, and/or reinforce the performance of others toward goal accomplishments. Develops self and others to improve performance in current role and to prepare for future roles; seeks and provides feedback and coaching to enhance performance.
• Lives the Values: Demonstrates the values of The Coca-Cola Company through words, actions, and by example; fosters an environment that reflects

What we bring to you:

• Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Costa Coffee, Innocent, Simply, Fairlife & Topo Chico.
• Expansive & Diverse Customers: We work with a diversified group of customers which range from retail & grocery outlets, theme parks, movie theatres, restaurant
• Purpose Driven: Purpose driven approach that empowers our people to protect the environment and communities we serve while delivering safe & quality products.
• Global Connections: Allows you to develop, enhance and maintain global connections that allow us to move faster and learn from others.
• Community of Belonging: We’re an organization that believes our ability to continually grow and build the right atmosphere where people feel safe and empowered, lets you bring your best self to work.

Our Purpose and Growth Culture:

We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviours – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years.

Communicate information as appropriate to relevant staff in a timely manner, both written and verbal, pitching the level of information to match the level of the receiver. Provides feedback to other staff on their communication at appropriate time Respond to formal and informal complaints relating to area of work. Motivating and persuading administrative and clerical staff regarding changes to procedures and current practice Support operational managers with improvement of their services in achieving 18week RTT performance. For example, educating administrative and clerical staff in pathway management. Assist the organisation for commencement of colleagues, including induction and relevant initial training The post holder will be expected to plan work logically in order to complete tasks within specific projects Monitor and initiate actions to manage 18 week Referral to Treatment and Clinical Correspondence performance targets Setting of clear objectives for staff, communicating responsibilities and agreed timescales Attend regular meetings covering all aspects of 18 week Referral to Treatment pathway management In conjunction with the Directorate Manager / Assistant Directorate Manager work on improvement projects to improve our patient care To assess the workload of administrative & clerical staff, ensuring equitable distribution of duties in order to obtain the best use of resources Anticipate improvements for processes and tasks within the post sphere of responsibility, proactively share these with colleagues and lead delivery as required. Review systems and practices within own area of work to ensure they support the sustained delivery of the service To manage and support administrative & clerical staff effectively by undertaking appraisals on a regular basis, incorporating objective setting, handling of performance standards and handling grievances/disciplinary matters in line with Trust policy Ongoing monitoring to ensure objectives and performance standards are achieved, managing underperformance/underachievement as appropriate, identifying training and development needs and providing support and guidance as necessary In conjunction with the Directorate Manager / Assistant Directorate Manager, identify staffing requirements, place adverts, shortlist candidates and arrange interviews. Participate in recruitment of staff in line with Trust policy Manage the provision of RTT performance management information across the Directorate, including the development of reports to support these needs Before applying for a secondment opportunity please familiarise yourself with the Trust secondment policy (found on the intranet) and ensure that you have discussed and gained approval from your current line manager

About Us

MatchMove group is a fast growing and award-winning, Singapore headquartered organization with Fintech and Digital Commerce businesses- Matchmove Pay and Shopmatic. We have presence and offices across 7 countries in Asia. The group company was founded in 2009 as a gaming company and has pivoted to innovate in the payments world since 2014. We acquired Shopmatic, an ecommerce enabler platform in 2022.

The Fintech business, MatchMove Pay is one of the most disruptive fintech companies in digital payments and next-generation banking. We are reinventing financial services with our unique “A Bank in any App” solutions to accelerate growth globally and empower any app or business with our full suite of embedded finance solutions with Spend.Send.Lend.Defend.Ascend™ capabilities. The platform empowers businesses and their customers to transact both online and offline easily and safely, via instantly issued prepaid cards on major card networks. Additionally, its Send capabilities include P2P domestic transfers, QR payments, cross-border remittances, P2M, and mass disbursements to global recipients. The MatchMove banking OS platform also extends to Lend, providing customized lending solutions based on customers' spending and sending patterns. The solutions include the full suite of services to move money locally and globally in a safe and compliant manner. Envisioning a financially inclusive world, MatchMove's solutions help enterprise clients digitalize payments and give financially underserved segments the power to move their money anytime and anywhere.

The Digital Commerce business, Shopmatic is an e-commerce platform that offers easy-to-use web templates and a user-friendly interface so that you can showcase your products and services online in no time. Shopmatic provides the entire ecosystem for anyone who wants to sell online – from storefronts, chat selling, social commerce, marketplaces, PoS with inventory management, payment gateways, shipping & advertising across channels, all devices with a low monthly fee and a pay per use model. Shopmatic provides the platform for businesses to grow digitally across platforms with built in analytics, insights and reports. Try it yourself by launching your own digital store in less than an hour at www.goshopmatic.com.

Shopmatic was launched in December 2014 and is a part of MatchMove Group since 2022. With offices across Asia, our purpose is to help supercharge our clients’ growth with our embedded finance digital commerce platform.

Are You The One

This role will support the post-sales customer lifecycle such as customer adoption, on-going support and programme optimization. He/She will be responsible for customer retention and account growth.

Job Responsibilities

Execute customer renewal process

• Develop, maintain and grow the relationships with the clients to ensure continued account growth and revenue pipeline.
• Implement the customer portfolio strategy by engaging existing clients.
• Drive customer renewals, proactively identifying and prioritising resources and effort according to perceived risk, potential growth, strategic value and renewal timeframe.

Source for business opportunities

• Promote, sell and update the Company’s offerings to the customers to support them in continuous improvement and innovation to existing customers.
• Prepare proposals and data reports for current clients for existing and new business opportunities.
• Closely monitor adoption rates of assigned customers; providing regular and prompt insights to them.
• Work collaboratively with the Marketing team to build customer testimonials and referrals and any joint collaboration.
• Design sales and marketing strategies for managed accounts and growth areas, leveraging on in-depth understanding of market needs, expectations, and trends as well as internal product and service offerings.
• Manage overall relationships with clients to ensure high customer retention and high customer satisfaction.

Provide service support and relationship maintenance

• Work with the other Teams to facilitate a seamless Customer On-boarding Process, and ensuring a smooth ‘go live’.

Support operational process excellence

• Ensure adherence to SOPs and SLAs to achieve operational excellence in customer servicing.
• Be the gateway between the customers and our internal team on providing suggestions, solutions based on customers feedback.
• Be the champion of customer growth.
• Manage overall relationships with clients to ensure high customer retention and high customer satisfaction.

Job Requirements

• Bachelor degree in related field.
• 5 to 7 years related experience in sales, account management and/or marketing to support customers growth.
• Good track record of driving customer success and growth and aligning within complex customer environments at executive and department levels.
• Relevant working experience in the Fintech/payments sector will be a plus.
• Data-driven with a commitment to process, drive and track consistent engagement process.
• Creative thinker with the ability to troubleshoot issues quickly and effectively.
• Ability to work in a fast-paced, entrepreneurial, hands-on, results-oriented culture.
• Excellent presentation and interpersonal skills.
• Excellent written and verbal communication skills.
• Well-organized and analytical with an ability to work well under pressure.
• Domain knowledge of the customer experience and growth market, business and technical trends.
• Good with powerpoint, excel and word.
• Willingness to travel.

MatchMove Culture:

We at MatchMove are all singularly focused on building the next generation of embedded Banking-as-a-Service, for all types of organizations, from every segment of the economy. Our performance-based culture is inclusive, results-driven and customer-centric, with diverse talent from across the globe coming together as a team everyday to create new user experiences and innovations for our customers

Come Join Our Dynamic Team!

Personal Data Protection Act:

By submitting your application for this job, you are authorizing MatchMove to

• collect and use your personal data, and to disclose such data to any third party with whom MatchMove or any of its related corporation has service arrangements, in each case for all purposes in connection with your job application, and employment with MatchMove; and
• retain your personal data for one year for consideration of future job opportunities (where applicable).

  Campbelltown Arts Centre Director (Executive Manager, City Culture) High Profile Role with Real Community ImpactPermanent full-time position, 35 hours per weekFlexible work policy with a hybrid work model About us: We are not your usual, we are upbeat, resourceful and determined. Our staff and community are at the core of what we do, looking for ways to work together and support each other. Naturally welcoming, we share good-natured humour and positivity. We aim to inspire a sense of possibility and create opportunities for all by rolling up our sleeves. Our workplace is agile and flexible, keeping ahead of the times. Be a part of it, let’s get something started. About the role: Reporting to the Director, City Futures, Campbelltown Arts Centre Director will lead the strategic direction of the C-A-C in response to community need and in alignment with Council’s Strategic Plan. Develop and manage relationships with key stakeholders including media, industry, business, funding…

Click here to view more detail / apply for Campbelltown Arts Centre Director (Executive Manager City Culture)

Reference Number: S100-24-2850 Closing Date: 01-05-2024 Employment Type: Permanent Full Time Campbelltown Arts Centre Director (Executive Manager, City Culture) High Profile Role with Real Community ImpactPermanent full-time position, 35 hours per weekFlexible work policy with a hybrid work model About us: We are not your usual, we are upbeat, resourceful and determined. Our staff and community are at the core of what we do, looking for ways to work together and support each other. Naturally welcoming, we share good-natured humour and positivity. We aim to inspire a sense of possibility and create opportunities for all by rolling up our sleeves. Our workplace is agile and flexible, keeping ahead of the times. Be a part of it, let’s get something started. About the role: Reporting to the Director, City Futures, Campbelltown Arts Centre Director will lead the strategic direction of the C-A-C in response to community need and in alignment with Council’s Strategic Plan. Develop and…

Click here to view more detail / apply for Campbelltown Arts Centre Director (Executive Manager City Culture)

Busy Bees on Furlong RoadBusy Bees on Furlong Road welcomes you with a warm and welcoming entrance that leads to beautifully designed open-plan rooms and a spacious outdoor setting. Conveniently located in the heart of Queanbeyan on Furlong Road, you'll find our 75 place -service close to schools and other local amenities.Our Service is seeking a dynamic, passionate & confident leader in the Early Childhood Industry who strives to excel and leads by example, setting high industry standards for their team. If you are a Service Manager who is passionate about their work, looking for your next amazing career step, or a 2IC looking to step up & make their mark in the Industry, we want to hear from you. Apply Now! Key Benefits we offer for joining our Hive:Higher Salary - Competitive, above-award salary, negotiable to meet your needs!

As the Senior Manager/Assistant Director, IOC, you will lead the planning, implementation and continuous improvement of the Integrated Operations Centre (IOC) for Health and Social Care Division and scale up the various functions for the entire organisation in SLEC.

Responsibilities:

1. Support the Mission and Vision of SLEC

a. Be committed to SLEC’s mission and vision and support SLEC’s growth goals and strives to fulfil our strategic mandate.

2. Superior Situation Awareness and Resource Management

a. Enable the IOC to possess superior situational awareness of all capacities and utilization/efficiency rates of all facility and manpower resources across all service lines and services for SLEC on a daily basis.

b. Create business intelligence/analytics with the preparation of Dashboards and Key Performance Indicators (KPIs), which includes Wait Times for Admission, utilisation rates of facilities, efficiencies of staff and etc.

c. Drive performance management with the measurement of performance gaps and recommend improvement opportunities.

d. Collaborate with various HODs of Services/Divisions to improve efficiencies and utilisation rates of all manpower resources and facilities.

e. Liaise with HODs of Services and Centres in possible cross-deployment of manpower resources when minimum headcount/manning situations are breached.

3. Contact Centre Operations

a. Coach and manage Contact Centre Agents to ensure they deliver class-leading service quality which results in high client satisfaction scores and Net Promoter Scores (NPS).

4. Incident Reporting and Management

a. Classify, report and manage incidents using Incident Reporting matrix and protocols.

b. Alert all relevant stakeholders and senior management promptly on major incidents.

c. Facilitate After Action Reviews (AARs) after each incident with relevant stakeholders and share learnings with senior management and colleagues.

5. Care Integration

a. Harnessing technologies, collaborate with HODs to generate a 360 view of each client.

b. Collaborate with relevant HODs and facilitate the formulation of integrated and standardised care plans across various Services and facilities.

c. Facilitate the planning, development and standardisation of care plans which are outcome and evidenced based.

6. Operations Excellence

a. Assist in the formulation in the Operations Excellence Framework.

b. Map and standardise key processes across Services and facilities (including, Admission, Assessment, Financial Counselling, Care Delivery, Billing, and etc).

c. Identify improvement opportunities and work with HODs and Kaizen/Lean Champions to reduce waste, add value and improve efficiencies.

d. Collaborate with HODs to ensure compliance with Standard Work and embark on PDCA/PDSA cycles as part of the continuous improvement effort.

7. Service Excellence

a. Assist in the formulation of the Service Excellence Framework.

b. Champion the Voice of our Customers (VOC), with a holistic plan to engage, understand and improve the Satisfaction and Net Promoter Scores (NPS) of all Centres and Services.

c. Assist in the implementation of building blocks of the Service Excellence Framework. These include including the following:

i. Service Charter/Vision

ii. Service Transaction Maps (STMs)

iii. Service Measures and Metrics

iv. Service Benchmarking

v. Training and Development

vi. Rewards and Recognition, including Role Modelling

vii. Service Culture

Requirements:

1. Education and Credentials

a. Minimum bachelor’s degree in healthcare administration, business administration or relevant field.

b. Minimum 5 years experience in resource management and supervision in frontline operations.

c. Experience in healthcare/social services sector will be advantageous.

2. Job Requirements

a. Deep knowledge of healthcare service and business models, organization and operations, exposure to community health and innovation.

b. Demonstrates strategic thinking abilities.

c. Excellent problem-solving skills with strong conceptual, highly structured, and analytical capabilities to deal with ambiguities.

d. Committed, self-motivated and action-oriented personality with strong ownership to drive business performance and the success of strategy development and implementation.

e. Ability to work independently across different business units and staff levels.

f. Experience working with internal and external stakeholders.

3. Technical Skills

a. Kaizen/Lean trained with practical experience in mapping and standardizing processes.

b. Prepare Work Instructions/SOPs and Workflows for enterprise-wide implementation.

c. Experienced in managing external clients’ feedback, incident management and generating Dashboards/Reports for Leadership Team’s review.

d. Experienced in the planning and implementation of new systems/technologies enterprise-wide.

e. Strong team player with good collaboration skills with multiple internal and external stakeholders.

f. Self-driven and pro-active with high capacity in managing multiple projects/assignments simultaneously.

Proficient in the use of Microsoft Office applications.

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Who We Are
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you’ve come to the right place.


Position Description

For our customers who wish to get the most value out of Salesforce with an enterprise experience, they purchase our Signature Success Plan. Signature drives the right insights and people at the right time - which can make all the difference. When you have Signature, you unlock our deepest level of partnership, most skilled expertise, and tools to stay agile.

The Frontline Senior Manager/Director - Customer success manager ensures that their team of 8-15 Customer Success Managers consistently offers a premium Signature experience to our customers. This role isn’t just about leadership; it's about encouraging collaboration across various facets of Salesforce, from ensuring efficient allocation of the team to aligning the right resources for customer delivery. Simultaneously, they cultivate valuable executive relationships, handle risk with foresight, and deepen connections with our broader Salesforce teams.


Responsibilities

• Lead and develop a dedicated team of Customer Success Managers, emphasizing the delivery of our Signature customer experience.
• Ensure efficient allocation of Customer Success Managers and collaborate with delivery leaders to align the best resources for our customers.
• Lead all aspects of the execution of Signature offers for designated clouds, focusing on customer satisfaction and success score metrics.
• Develop executive relationships with customers and assist in handling customer issues and improving the value derived from their Signature investments.
• Proactively identify and address high-risk customers, aligning internal teams including executive sponsors and corrective actions
• Partner closely with Account Executives and other Salesforce teams, ensuring cohesive relationships.
• Partner with the Renewals team and Success Plan Sales to ensure Signature Success Plan renewals and growth across teams.
• Ensure that team activities adhere to the obligations of the Signature Offer and Account Success goals.
• Cultivate the professional growth of the team in alignment with Account Success and individual career path objectives.

Preferred Qualifications and Skills

• Successful track record in customer success or related roles, with at least 5 years in a front-line leadership position.
• Demonstrable experience in leading customer success teams, with a focus on customized customer experiences.
• Strong ability to collaborate and drive outcomes across multiple internal teams and external partners.
• Ability to drive effective and influencing conversations at the C-level.
• Facilitate difficult discussions and be adept at handling objections.
• Knowledge in one or more lines of business.
• Proficient in risk management, with a proactive approach to identifying and addressing potential issues.
• Drive important metrics related to Customer Success Score, Customer Satisfaction, and Signature Adoption.
• Experience will be evaluated based on the strengths you'll need for the role (e.g. demonstrated behaviors in previous jobs, that align to role needs such as extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

Shifts - Candidate should be comfortable working in AMER shifts as well.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at www.equality.com and explore our company benefits at www.salesforcebenefits.com.

Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

A Vacancy at Cambridge University Hospitals NHS Foundation Trust.


Are you looking for a challenge which requires flexibility, forward thinking and drive? An exciting opportunity has arisen for a motivated enthusiastic individual to join the operational team in the Emergency Department.

Reporting to the Deputy Operational Manager, you will have key responsibilities for providing a high quality service and the operational day to day running of the admin and clerical support services within the department. You will work as part of a team to deliver the best service for our patients.

This is a diverse role and you will be involved in the delivery of all KPI’s associated with Emergency Care, line management responsibilities, data collections, the financial management of budgets, leading on specific areas of work and emergency demand and capacity management.

The post offers an exciting opportunity for a suitably qualified individual, with a track record of delivering on performance and quality, who has excellent planning skills and who embraces the opportunity for change.

You will need to have excellent collaborative working skills with the ability to build strong relationships with clinical leaders and professional staff groups.

You will be responsible for managing limited and defined service areas within the Directorate, but the primary focus will be the management and delivery of key targets across agreed Directorate specialties.

You will ensure that timely, relevant and accurate business, performance & clinical information is available to support business and performance management and audit requirements. Also to produce, regular reports with set deadlines working to a high level of accuracy and with the ability to interpret and analyse a variety of data.

You will contribute to annual planning processes for their service areas. You will also support the planning, development and implementation of service improvement, capital and other projects for the areas they are responsible for.

Provide cross cover across the Directorate as required.

Our Trust

Cambridge University Hospitals (CUH) NHS Foundation Trust comprises Addenbrooke’s Hospital and the Rosie Hospital in Cambridge. With over 11000 staff and over 1100 beds the priorities of the Trust focus on a quality service which is all about people – patients, staff and partners. Recognised as providing ‘outstanding’ care to our patients and rated ‘Good’ overall by the Care Quality Commissioner, is testament to the skill and dedication of the people who work here. CUH’s values – Together - Safe, Kind, Excellent – are at the heart of patient care, defining the way all staff work and behave. The Trust provides accessible high-quality healthcare for the local people of Cambridge, together with specialist services, dealing with rare or complex conditions for a regional, national and international population.

CUH is committed to promoting a diverse and inclusive community - a place where we can all be ourselves. We value our differences and fully advocate and support an inclusive working environment where every individual can fulfil their potential. We want to ensure our people are truly representative of all the communities that we serve. We welcome applications for all positions in the organisation irrespective of people’s age, disability, ethnicity, race, nationality, gender identity, sex, sexual orientation, religion or belief, marriage and civil partnership status, or pregnancy and maternity status or social economic background.

Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities.

This vacancy will close at midnight on the 26th December 2023.

Interviews are due to be held on the 4th January 2024.

Benefits to you

We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel.

Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases alternative working hours will be considered.

We welcome applications from the Armed Forces.


This advert closes on Tuesday 26 Dec 2023

To find out more about the key responsibilities and the specific skills and experience youll need, take a look at the Job Description & Person Specification attachments under the Supporting Documents heading. So that youre even more equipped to make an informed decision to apply to us, youll need to take time to read the Candidate Essentials Guide that sits with the Job Description and Person Specification. This document provides you with details about the Trust, our benefits and outlines how we care for you as you care for others. Most importantly, it also contains critical information youll need to be aware of before you submit an application form. COVID-19 vaccination remains the best way to protect yourself, your family, your colleagues and of course patients from the virus when working in our healthcare settings. Whilst COVID-19 vaccination is not currently a condition of employment, we do encourage our staff to get vaccinated. If you are unvaccinated, there is helpful advice and information available by searching on the NHS England website where you can also find out more about how to access the vaccination. Diversity Matters MFT is committed to promoting equality of opportunity, celebrating and valuing diversity and eliminating any form of unlawful discrimination across our workforce, ensuring our people are truly representative of the communities we serve. All individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation are encouraged to apply for this post. As an inclusive employer, we are here to support you. If you have any special requirements to help you with your application, email our team at resourcing@mft.nhs.uk. Were looking forward to hearing from you!

Please see the attached Applicant Information Pack (combined Job Description and Person Specification) for key duties and responsibilities. This vacancy will close at midnight on the 23rd November 2023. Interviews are due to be held on the 29th November 2023. Benefits to you We offer development opportunities and a wide range of benefits including on-site leisure facilities, shopping concourse, day nurseries and access to a great transport system with easy access to airports and rail travel. Please note if you would like to discuss the required hours of this role further, you should approach the contact given. In some cases alternative working hours will be considered. We welcome applications from the Armed Forces.

Oversee the operational management of the administration function within theWard Clerk and A&E administration services. Work as part of the Management Team to ensure sound administrative processes are in place to support the clinical teams to achieve operational objectives in an efficient and effective way. Support the manager and staff to review, develop and implement processes and systems using LEAN methodologies. Support administration staff to take forward new initiatives/projects within A&C working practices e.g. training programmes, task and finish groups, LEAN principles and service developments. Be able to demonstrate a high level of communication, mediation and negotiation skills to lead effective discussions where information can be conveyed which may cause potential conflict. Manage and prioritise workloads, using your own initiative and working without direct supervision although under the guidance of theDeputy Directorate Manager. Day-to-day A&C management including appraisal and objective setting, recruitment and retention. Be able to train and develop the administrative teams in terms of their knowledge and IT capability. Be able to deputise for the Deputy Directorate Manager as required. This will include dealing with queries from both clinical and admin and clerical staff, the completion of urgent tasks and where possible the resolution of urgent issues. Be an experienced natural leader who is a team player, demonstrates the ability to lead, motivate, support and develop employees to enable contribution to business goals and objectives. Excellent interpersonal, organisational skills and attention to detail are required for this position. Line management experience iscrucial for this role. For further information relating to this role, please see the job description.

Interested candidate please share your updated copy of resume at ashwani@helius-tech.com

(For fast response please drop message at whatsapp number- +65 96310776)

Job Description:

Lead the Incident Management, Problem Management and Disaster Recovery functions.

The successful candidate will be part of the Operations Response Group, leading the Incident Management, Problem Management and Disaster Recovery functions.

· Lead a team of Major Incident Managers, Problem Managers and Disaster Recovery Coordinators.

· Lead and oversee major incidents (severity 1 & 2) for all IT systems to ensure timely recovery of services.

· Ensure closure of incident & problem tickets, meeting the agreed SLAs.

· Ensure major incidents communications such as activating War Room for triage, Conference Bridge and send incident broadcast communication to all client stakeholders and provide regular updates via incident tracking dashboard until incident closure.

· Collaborate and across multiple internal teams to restore services when incidents occurred, gather required experts to perform root cause analysis for problem resolution.

· Govern the process framework for standard incidents (Severity 3 & 4) and ensure SLA reporting for all severity incidents are produced on the agreed basis.

· Oversee the Problem Management process to produce reports on Root Cause Analysis, SLA measurement and/or performance of incident & problem management and present to client management when required.

· Oversee the Disaster Recovery Coordination and ensure flawless execution of the process.

· Drive IT IPC contract/service provider’s performance for IT Operations and ensure Service Level Agreements have been fulfilled and established improvement plans.

· Drive the annual IT Disaster Recovery Exercises.

· Work closely with the monitoring teams to ensure potential major incidents are arrested at an early stage prior to impact.

· Work closely with the Disaster Recovery team during yearly exercises and any real time invocation of DR services.

· Maintain processes, templates and SOP, website and support information related to Incident, Problem & Change Management and manage relevant ad-hoc duties.

Roles & Responsibilities

Requirements / Qualifications

· B.S. in Computer Science or related diploma/degree with min 10 years’ experience

· Familiarity with ITIL framework & methodologies.

· Demonstrable experience and capability to interact with senior management.

· Welcome new challenges, understand the sense of urgency and be able to manage different priorities.

· Uses best practices and knowledge of internal or external business issues to improve products or services

· Exercises judgment within defined procedures; practices and policies to obtain solution

· Experience working in an infrastructure technology environment highly desirable

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Ashwani (R. No: R1114530)
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Helius Technologies Pte Ltd (Licence No: 11C3373)

36, Robinson Road, #13-05, City House, Singapore 068877

Oversee the operational management of the administration function within theWard Clerk and A&E administration services. Work as part of the Management Team to ensure sound administrative processes are in place to support the clinical teams to achieve operational objectives in an efficient and effective way. Support the manager and staff to review, develop and implement processes and systems using LEAN methodologies. Support administration staff to take forward new initiatives/projects within A&C working practices e.g. training programmes, task and finish groups, LEAN principles and service developments. Be able to demonstrate a high level of communication, mediation and negotiation skills to lead effective discussions where information can be conveyed which may cause potential conflict. Manage and prioritise workloads, using your own initiative and working without direct supervision although under the guidance of theDeputy Directorate Manager. Day-to-day A&C management including appraisal and objective setting, recruitment and retention. Be able to train and develop the administrative teams in terms of their knowledge and IT capability. Be able to deputise for the Deputy Directorate Manager as required. This will include dealing with queries from both clinical and admin and clerical staff, the completion of urgent tasks and where possible the resolution of urgent issues. Be an experienced natural leader who is a team player, demonstrates the ability to lead, motivate, support and develop employees to enable contribution to business goals and objectives. Excellent interpersonal, organisational skills and attention to detail are required for this position. Line management experience iscrucial for this role. For further information relating to this role, please see the job description.

Responsibilities for Support Team Lead: 

 

IT services and support activities: 

• Troubleshoot and support End User related issues. 

• Ensure the team’s adherence to the standard operating procedures and service quality (such as first-time resolution of incidents, minimising re-opening of the tickets, maintaining ticket and quality documentation). 

• Handle escalated issues and work autonomously to resolve complex problems in a multi-functional setting, assessing, and communicating with stakeholders. 

• Collaborate with IT Service Management, Application Support and IT Operations teams for major incidents and escalate, as necessary, to Senior Management. 

• Identify and gather enhancements areas, such as process improvements, reporting enhancements and automation and report it to the Head of End User Technology.   

• Increase operational efficiency by automating repetitive tasks and building a solid knowledge base, reducing the time and effort to rediscover knowledge. 

• Assist in recruitment, onboarding new applications and services, and managing project-specific tasks. 

• Monitor team performance and provide on-the-job training as necessary for junior team members. 

• Assist with onboarding and offboarding new starters, including preparing equipment for new starters and account creation or removal in supported applications. 

• Provide Executive Support to Senior Management and be the site point of contact for all IT-related matters. 

• Perform health checks and monitor automated system and application alerts, resolving issues where possible.  

• Learn new technologies and acquire new skills to cater to the changing demands. 

• Any other ad-hoc tasks.  

• Solid technical knowledge in Windows (10,11, Server), Azure Active Directory, Microsoft 365, Exchange, MS Teams, MDM, MAM, Auto Pilot, Intune, JAMF, Microsoft Virtual Desktop, Citrix XenApp, and Monitoring tools. 

• Proven experience in technical support activities for laptops, desktops, smartphones, telephony, and networking. 

• Working knowledge of ITIL processes (certification desirable). 

• Experience working with IT ticketing systems such as Manage Engine, JIRA Service Desk, or ServiceNow.