Job Description

Sutherland is searching for a Radiology Service Operations Manager to support our growing healthcare vertical! This position will be based in Seattle, WA and will be part of the IS Operations and Service Management Team with oversight over service providers or project resources.

Overview:

Oversee service operations as described below, while streamlining service processes, ensure support teams succeed in providing customers with prompt service resolution, and typical managerial and supervisory responsibilities. Provide support to Radiologists, Clinicians, other clients, and internal team members. Primarily responsible for troubleshooting issues related to IT/PACS. This position is fast paced, and the candidate should be prepared for changing priorities throughout each day. The individual must be highly energetic, solution driven, and customer focused. Being a very effective communicator in both written and verbal expression is required. The individual should be a self-starter, tenacious, and agile to succeed.

Responsibilities

• Optimize Service Operations to align with industry best practices, ensuring continuous improvement and efficiency.
• Collaborate with L1 and L2 support teams to analyze root causes and implement solutions that prevent incident recurrence.
• Lead the L3 support function for a complex, real-time software product, maintaining high system uptime and rapid issue resolution.
• Develop & refine operational frameworks, including SLAs, monitoring tools, and escalation procedures to enhance product support.
• Serve as the primary escalation point for critical customer and production issues, coordinating interventions with internal teams and ensuring seamless resolution.
• Partner with Engineering, QA, and Product teams to investigate recurring issues, deliver long-term fixes, and drive service enhancements.
• Manage incident & problem resolution, providing structured triage and coordination across cross-functional resolver groups.
• Operate effectively in a global delivery model , collaborating with offshore and onshore engineering teams to ensure streamlined operations.
• Analyze metrics & customer feedback to identify opportunities for continuous improvement and innovation.
• Champion a customer-centric approach , ensuring service excellence and alignment with client expectations.
• Oversee internal and external service support , guaranteeing adherence to contractual terms and SLAs.
• Maintain high working standards across all incidents and problem resolutions through guidance, support, and strategic management.

Qualifications

• 8–12 years experience in software product operations and service support.
• 2–4 years experience in a Management or Lead role delivering Level 2/Level 3 Desktop Support in Healthcare IT, EMR, EHR, RIS or PACS to healthcare clinicians
• Detail-oriented, analytical, and highly organized , excelling in high-availability environments.
• Strong communication and collaboration skills , able to engage with technical and business teams effectively.
• Self-starter , capable of working independently with minimal supervision.
• Professional demeanor , fostering teamwork and a positive work culture.
• Preferably based near Seattle , with remote work options and occasional on-site requirements.

Education & Certifications

• Bachelor’s or advanced degree in Information Technology, Business, Management, Business Administration, Computer Science, Engineering or related field.
• Relevant certifications:
  • ITIL (IT Service Management)
  • PMP, PMI (Project Management)
  • RCV, OSA (IT Operational Support)
  • CSM (Certified Scrum Master)

Additional Information

All your information will be kept confidential according to EEO guidelines.

EEOC and Veteran Documentation
During employment, employees are treated without regard to race, color, religion, sex, national origin, age, marital or veteran status, medical condition or handicap, or any other legally protected status.
At times, government agencies require periodic reports from employers on the sex, ethnicity, handicap, veteran and other protected status of employees. The purpose of this Administrative EEO Record is for statistical analysis only and is used to comply with government record keeping, reporting, and other legal requirements. Periodic reports are made to the government on the following information. The completion of the Administrative EEO record is optional. If you choose to volunteer the requested information, please note that all
Administrative EEO Records are kept in a Confidential File and are not part of your Application for Employment or Personnel file.
Please note: YOUR COOPERATION IS VOLUNTARY. INCLUSION OR EXCLUSION OF ANY DATA WILL NOT AFFECT ANY EMPLOYMENT DECISION.