Technical Account Manager

Innovate With Purpose``

Do you want to work for a company that is innovating and making a difference to the health and wellbeing of people all over the world?``We’re`not about selling meaningless, unnecessary products for corporate profitability.``You’ll`be working on technology that will`revolutionise`global health systems so that we can finally get the healthcare we all want - a basic human`right. `` ``

``

We like to think of ourselves as a community of start-ups where you can be your true, genuine self. Each of our product teams has the autonomy to decide how they`operate`and contribute towards our mission of providing each person with the right care at the right time and in the right`place. ``

``

Orion Health is excited to`be expanding`our galaxy by`recruiting for`a number of`stellar individuals to join our team to help us deliver to our global customer base. If you want to climb aboard the`rocketship`and help us`revolutionise`global health systems, astronomical opportunities await.```

Purpose`

As the`Technical Account Manager, you will oversee the delivery, reliability, and overall performance of services for a major Orion Health client based in Pennsylvania. You will ensure the successful maintenance, upgrades, and support of our software platforms while acting as a trusted client partner and key liaison between customers and internal engineering and operations teams.`

Success looks like`

You will work closely with Technical Operations, Engineering, and Service Operations teams to deliver high-quality service and continuously improve service delivery.` Clients experience strong platform reliability and`transparency,`complex issues are addressed proactively, and service delivery processes continue to improve over time.`

Business Unit`

The Orion Health Operations group supports leading healthcare organizations by delivering reliable platforms, proactive problem-solving, and a strong focus on customer success.`

This role`reports to the VP, Delivery &`Operations USA.`

Key Responsibilities`

Client Relationship &`Technical Partnership`

• Build and`maintain`strong relationships with client stakeholders including technical leaders, architecture teams, and executive sponsors.``

• Act as the primary point of contact for technical service delivery issues and escalations.``

• Work with clients to understand their goals and translate them into service delivery plans and improvements.``

• Lead regular service reviews, including discussions around platform health, incidents, and opportunities for improvement.``

Service Delivery Oversight`

• Oversee the ongoing delivery of services including upgrades, integrations, monitoring, and support.``

• Ensure services meet agreed performance, availability, and security expectations.``

• Work with internal teams to improve visibility into system performance and operational metrics.``

• Help coordinate platform or infrastructure changes to ensure minimal disruption to client services.``

Incident &`Operational Management`

• Coordinate responses to major service incidents and help ensure issues are resolved quickly.``

• Participate in change management processes to ensure updates are planned and communicated effectively.``

• Support root cause analysis and help drive improvements to prevent recurring issues.``

• Contribute to improving incident and operational processes.``

Collaboration &`Continuous Improvement`

• Work closely with engineering, product, and infrastructure teams to resolve issues and improve service performance.``

• Promote accountability, collaboration, and continuous improvement across teams.``

• Help`identify`opportunities to improve service reliability and operational efficiency.``

Risk &`Compliance`

• Identify`potential service or operational risks and escalate when needed.``

• Ensure services align with healthcare security, privacy, and compliance requirements.``

• Support service reviews and improvement initiatives to`maintain`strong operational standards.``

Behavioural`and Technical Capabilities`

• Strong ability to understand technical systems and communicate effectively with both technical and business stakeholders.``

• Excellent relationship management and communication skills.``

• Strong problem-solving and analytical abilities.``

• Comfortable managing multiple priorities and working in fast-paced environments.``

Skills and Qualifications`

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or`a related`field.``

• 7+ years of experience`in technical account management, service delivery, technical operations, or similar roles.``

• Experience working with enterprise software platforms and supporting customer environments.``

• Familiarity with cloud platforms and modern software delivery practices is beneficial.``

• Experience working in regulated industries such as healthcare is preferred.``

• Certifications such as ITIL, PMP, or cloud certifications (AWS, Azure, GCP) are`advantageous.`