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VP of Technical Operations
3 months ago
Orion Health is a global healthcare technology company that is creating digital tools that reimagine how healthcare is delivered to people all over the world.
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. 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. 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:
- Strong commercial and leadership acumen: Deals with situations by considering commercial implications, standards, legislation and relevant solutions from experience.
- Excellent Listening, Communication and Writing skills: Establishes and maintains positive and professional relationships through accurate, timely and clear communication to People Leaders, colleagues, teams and customers. Monitors work progress and impediments, keeping others informed as appropriate.
- Technical assimilation for all audiences: Adapts communication style and content to the audience. 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.
- Technical Capabilities: Demonstrates a sound understanding of the software industry, enterprise scale B2B software and has advanced problem solving skills.
Skills and Qualifications
To be successful in this role, you will have:
- Min 3 years experience leading high performing software operations teams across multiple regions.
- Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
- Strong expertise in cloud platforms (e.g., AWS, Azure, GCP) and virtualization technologies.
- Excellent verbal and written English communication skills – French, Arabic and/or Spanish languages are a bonus.
- Proven ability to provide technical guidance and coaching while empowering staff to perform their role.
- Strong executive presence and ability to manage and influence through empathy, negotiation, and consensus building with diverse audiences.
- Demonstrated success in driving cultural change and fostering a collaborative and innovative work environment.
