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Artisight · 1 day ago

Director of Service Delivery

United States

Full-time

Remote

Director/Executive

8+ years exp

Artisight, Inc. is a smart hospital platform powered by artificial intelligence to enhance virtual care and quality improvement. The Director of Service Delivery will lead the Support Engineering and Field Service Engineering functions, ensuring exceptional service delivery and operational excellence across teams.

Artificial Intelligence (AI)Health CareHospitalInternet of ThingsMedicalSensor

H1B Sponsor Likely

Responsibilities

Provide strategic direction and operational leadership for the Service Delivery organization, including Support Engineering, Field Service Engineering, and related functions

Develop and implement service delivery frameworks, procedures, and KPIs that align with company goals, ITIL principles, and industry best practices

Lead, mentor, and develop Support Engineering Leads and their teams; foster a culture of high performance, accountability, and continuous improvement

Build scalable processes and standards to ensure consistent, high-quality client experiences across all service touch points

Oversee daily support operations, including monitoring queue health, case management quality, service level adherence, and escalation trends

Establish and refine escalation paths with Engineering, ensuring timely resolution of complex issues and transparent communication with internal teams and clients

Drive the creation and maintenance of internal knowledge bases, documentation templates, training materials, and performance dashboards

Ensure strong alignment and communication between the Technical Support team and cross-functional partners (Engineering, Product, Client Success, QA)

Serve as a senior point of contact for escalated client concerns and high-impact service issues, ensuring timely and effective resolution

Collect, analyze, and communicate client feedback trends to Product and Engineering to drive product improvements and customer satisfaction

Partner closely with Client Success to deliver a consistent, predictable customer experience and proactively address opportunities to streamline workflows

Oversee the application of systems analysis techniques used to determine hardware, software, and functional specifications for issue resolution and workflow optimization

Guide teams through root-cause analysis, diagnostic procedures, and incident reviews

Lead initiatives to optimize support tooling, including service desk platforms and monitoring systems

Develop and monitor performance metrics for service delivery efficiency, customer satisfaction, and system uptime

Identify opportunities to improve processes, reduce incident volume, enhance automation, and increase team productivity

Champion a data-driven approach to prioritizing operational improvements, staffing, and strategic investments

Qualification

Service delivery managementITIL frameworksTechnical support experienceService desk systemsAnalytical skillsStakeholder managementProcess improvementLeadership skillsCommunication skillsOrganizational skills

Required

8+ years of experience in service delivery, technical support, or technical customer-facing roles, including 3+ years in leadership

Act as primary escalation point for senior leadership, executive clients, and critical issues, bringing hands-on IT support experience from working your way up through the ranks

Proven experience managing service delivery or support engineering teams within a technology-driven environment

Deep expertise with service desk ticketing systems, ITIL frameworks, and service management best practices

Strong understanding of enterprise software environments, including Windows, macOS, cloud-based applications, and diagnostic tools

Exceptional communication, leadership, and stakeholder management skills

Highly organized with a strong ability to manage shifting priorities and navigate ambiguity

Demonstrated success driving process improvements, building scalable operations, and improving customer experience

Strong analytical and problem-solving skills with the ability to translate technical details into actionable insights

Preferred

Experience working in healthcare, enterprise SaaS, IoT, or AI-driven technology

Direct experience managing a call center or help desk operation, including team oversight, ticket volume management, and SLA performance

Experience scaling support or service delivery teams in a high-growth environment

Background in systems engineering, data workflows, or product-facing technical roles

Commitment to ongoing learning, professional development, and team mentorship

Company

Artisight

Artisight is an IoT sensor network for healthcare to provide virtual care, quality improvement, and care coordination solutions.

Founded in 2017

Chicago, Illinois, USA

51-200 employees

https://www.artisight.com

H1B Sponsorship

Artisight has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2020 (1)