At VillageMD, we are committed to helping patients achieve greater health by delivering the most accessible and efficient healthcare in the world through partnership with primary care physicians. We're in a unique position to impact everyone in primary care from independent, family-owned practices to world-class health systems. Integral to our Technology Operations team, the Service Manager will play a pivotal role in maintaining highest levels of customer satisfaction month in month out and drive operational efficiency of our service management vertical.

What are some examples of projects you’ll be managing as a Service Manager at VillageMD?

  • Streamline workflows to remove inefficiencies and enable team to deliver faster service to our colleagues.
  • Implement and run Problem Management discipline and consistently leverage it to reduce stress on services.
  • As part of our Security First approach, you will ensure Technology Operations is adhering to security and regulatory compliance established by Security Operations and Legal/Compliance team.

What will make you successful here?

  • Ability to dive in and provide technical assistance to customers when team members are overwhelmed.
  • Communication skills are extremely critical for this position, it’s essential that you are comfortable with communicating at all levels including sending enterprise wide announcements as well as leveraging instant messaging tools such as MS Teams. We need this person to side on over-communication and able to provide high level of transparency for all things related to service management vertical.
  • Clear and obsessive focus on delivering best customer experience and ensuring team culture aligns with this approach and reflects this value in day to day operations.
  • Belief in servant leadership philosophy with aim to support team members’ individual growth and continuously increase their involvement in team’s mission.

What you might do in your first year:

  • Implement and run customer survey that allows us to compare our service levels to an industry benchmark, such as the HDI data.
  • Develop communication models to cover enterprise announcements, training sessions and outage response.
  • Implement and run end user training programs and support orientation sessions to increase technology awareness and self-sufficiency.
  • Examine current tooling for various needs such as remote access, image management and asset tracking and ensure that they are meeting needs of service management function as well as identify newer technologies that can potentially help team deliver services more efficiently.
  • Draft new SOPs as needed with attention to detail and streamline and update existing SOPs

The following experience is relevant to us:

  • 5+ years of full-time experience building and operating service management function.
  • Experience with Service Management platforms such as Jira or Zendesk.
  • Extensive experience in ITIL processes – such as Incident, Change and Problem management.
  • ITIL foundation certification required.
  • CompTIA, Microsoft (MCSE, MCSD, MCSA) certification, a big plus.
  • Experience with User Lifecycle Management platforms (OneLogin / Okta, Active Directory / Azure AD).
  • Experience with Exchange administration, O365 administration and SCCM manager, a big plus.
  • Experience supporting Windows, Android and Apple end points (i.e. laptops, tablets, smartphones)
  • Experience supporting LAN / WAN and cloud-based infrastructure, a big plus.
  • Bachelor's degree in Computer Science, Information Systems or related field.

At VillageMD, we see diversity and inclusion as a source of strength in transforming healthcare. We believe building trust and innovation are best achieved through diverse perspectives. To us, acceptance and respect are rooted in an understanding that people do not experience things in the same way, including our healthcare system. Individuals seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • FlaskFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • Neo4jDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • TeradataDatabases

Location

We are in the heart of downtown Chicago - accessible to all trains and plenty of food/drink options nearby!

An Insider's view of VillageMD

What's the biggest problem your team is solving?

Aggregating disparate sets into one consumable interface is difficult. We constantly think about how to solve it faster and better while keeping it flexible and scalable.

Mario

Principal Software Engineer

What makes someone successful on your team?

It’s an individual’s willingness to get into the details, fully understand the current path to delivery, and think critically about the problems that face primary providers today that will make them successful at VillageMD.

Dave

Director, Product Development

What’s the vibe like in the office?

The office vibe is centered on holding our work to high standards while maintaining an environment focused on fun and collaboration. My coworkers and I will often be working on completely unrelated projects, but when we hit a roadblock we step back and ask each other for feedback and help. That’s usually when we find the best solutions.

Emily

Healthcare Informatics Analyst

What are VillageMD Perks + Benefits

VillageMD Benefits Overview

We offer competitive bonus, great benefits, generous PTO, strong parental leave policy, and 401k with a match. We are conveniently located near Metra and L trains, and offer commuter benefits. We offer schedule flexibility and work from home options. And, last but certainly not least: loads of snacks and fresh ground whole bean coffee!

Culture
Volunteer in local community
Partners with Nonprofits
Intracompany committees
Daily stand up
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Promote from within
Customized development tracks
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