Service Program Manager

About the role

This Service Program Manager role owns the end to end service program for designated key accounts. You will guide intake, build, review, ship, and partner workflows that keep healthcare operations active. Day to day execution is driven by you while you align teams around reliability and measurable customer outcomes. You act as the primary point of contact for partners, delivering fast, professional responses when issues arise. You translate complex operational needs into clear plans that maintain continuity for critical care delivery. You drive accountability across internal and external teams to ensure service commitments are met without delay. You own the full lifecycle of each service engagement from initial request through final resolution and renewal.

Key facts

What you'll do

• Set the intake rhythm by capturing service requests and coordinating with delivery teams to ensure seamless event management.
• Build execution plans that coordinate vendors and internal teams so service goals are met and projects stay on schedule.
• Review performance data to spot deviations and guide corrective actions that maintain service metrics on target.
• Ship reliable outcomes by driving quality checks and confirming deliverables meet strict standards before customer handoff.
• Partner with stakeholders on daily updates to keep expectations aligned and reinforce a sense of ownership.
• Manage resources across vendors to remove blockers and sustain continuity for critical healthcare operations.
• Assess risks through voice of customer insights and reduce threats that could interrupt service commitments.
• Document changes to scope or schedules so every shift in program direction remains transparent and controlled.
• Monitor budgets by tracking expenses and adjusting plans to keep the service program within financial guardrails.
• Guide strategic planning by turning customer input into goals that support account vision and long term value.
• Lead cross functional coordination to resolve issues quickly and uphold service level expectations.
• Maintain detailed records of interactions, decisions, and outcomes to support audits and continuous improvement.
• Optimize workflows by identifying bottlenecks and implementing process refinements that improve throughput.
• Ensure compliance with healthcare regulations and internal policies in every service activity.
• Support training and knowledge transfer for partners to strengthen overall service capability.

Requirements

You must hold a Bachelor's Degree or demonstrate equivalent healthcare related experience through your background. Bringing experience in service operations inside complex healthcare systems is necessary to handle real world demands. A clear three year track record of managing service programs at a $105,000 salary level for one year is required. Proven ability to coordinate vendor resources and partners while maintaining workflow integrity across stages is essential. Strong skill in using PartsSource systems to manage service requests and monitor performance indicators is expected. Comfort leading onsite roles across Southern Florida while communicating with stakeholders on an hourly or daily basis is required. You must be able to pass background checks as applicable to the role and location. You must comply with all employment eligibility verification requirements as mandated by law. You must adhere to all company policies and standards during your engagement. You must be physically capable of performing onsite duties across multiple Southern Florida locations as needed.

Nice to have

Experience in hospital environments where mission critical equipment must remain always available is valued.

Skills and tools

Proficiency with PartsSource systems is central to managing service requests and monitoring performance indicators.

Practical notes

Please before proceeding.

What you'll do

PartsSource connects healthcare providers with mission-critical supplies and services through a dedicated marketplace and software platform for equipment service. The platform lists available parts, service options, and support resources.

Teams coordinate orders, track inventory, and manage service requests in one shared workspace. The system provides clear pricing, availability details, and communication tools that help teams maintain equipment with reliable, efficient procurement.