We are developing a long-term, enterprise-grade SaaS solution for US-based home medical equipment providers and hospitals. The platform streamlines appointment scheduling, invoicing, documentation, and medical item delivery — helping healthcare organizations improve operational efficiency and patient service.

We are seeking an experienced Service Delivery Manager to build and lead our support organization (L1–L3) for a growing healthcare SaaS platform. You will establish scalable support processes, define SLAs, and ensure service excellence for our US customers. The role requires both strategic thinking and hands-on execution.

Does this relate to you?

• 5+ years of experience in Service Delivery / Support Management in a SaaS or IT services environment
• Experience managing multi-level (L1–L3) support organizations
• Proven ability to establish and scale service processes from scratch.
• Strong understanding of incident, problem, and change management frameworks (ITIL preferred).
• Experience working with US-based clients, ideally in healthcare or regulated industries.
• Excellent leadership, communication, and stakeholder management skills.
• Hands-on experience with service management tools (e.g., Jira Service Management, Zendesk, Freshdesk).
  Upper-Intermediate English or higher.
  

Nice to Have:

• Experience in healthcare technology or medical device SaaS.
• Familiarity with HIPAA, HL7, or similar healthcare compliance standards.
• ITIL certification.

A new team member will be in charge of:

• Build and optimize support processes and workflows across L1, L2, and L3 levels.
• Define and maintain service delivery KPIs, SLAs, and escalation procedures.
• Manage and mentor a cross-functional support team (up to 10 specialists).
• Ensure timely resolution of incidents, problems, and service requests.
• Collaborate with Product, Engineering, and QA teams to drive issue resolution and continuous improvement.
• Oversee ticketing system configuration and reporting.
• Communicate service performance metrics, trends, and improvements to stakeholders.
• Contribute to knowledge base development and documentation standards.
• Support transition from implementation to steady-state support for new clients.
• Ensure compliance with data security and healthcare regulations (e.g., HIPAA).

Already looks interesting? Awesome! Check out the benefits prepared for you:

• Fully paid English classes with an in-house English teacher.
• 25 paid days off per year in total.
• Regular performance reviews.
• Training and IT certification.
• Special occasion bonuses (birthday, marriage, childbirth).
• Flexible schedule of cooperation with work-from-home or office options.