Service Delivery Manager

Saint Louis, MI - USA

Monthly Salary: $ 105000 - 140000

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

At Zelis we Get Stuff Done. So lets get to it!

A Little About Us

Zelis is modernizing the healthcare financial experience across payers providers and healthcare consumers. We serve more than 750 payers including the top five national health plans regional health plans TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify optimize and solve problems holistically with technology built by healthcare experts driving real measurable results for clients.

A Little About You

You bring a unique blend of personality and professional expertise to your work inspiring others with your passion and dedication. Your career is a testament to your diverse experiences community involvement and the valuable lessons youve learned along the way. You are more than just your resume; you are a reflection of your achievements the knowledge youve gained and the personal interests that shape who you are.

Position Overview

As a Service Delivery Manager at Zelis you will be responsible for ensuring reliable efficient and value-driven service delivery by integrating Lean thinking Kanban flow management and ITIL best practices into our overall platform operations. This cross-functional leader will own the end-to-end lifecycle of incident and problem management drive root cause analysis and corrective actions for service disruptions and monitor and optimize service performance. You will work closely with IT engineering product and business stakeholders to build a culture of transparency process rigor and continual improvement.

What youll do:

Oversee Incident and Problem Management processes to ensure rapid resolution of issues affecting payments processing and SLAs KPIs and compliance requirements are consistently met
Partner with engineering leaders to integrate Lean-Agile Service Management practices (e.g. Kanban Scrum) into support workflows to improve responsiveness and adaptability
Drive root cause analysis and corrective actions for service disruption
Deliver complex technical projects and initiatives to enable platform modernization scalability and security
Empower Production Support and IT Operations team to enhance service delivery and service improvement cadences through coaching and facilitation
Manage all Prod Support/IT Operations KPIs SLAs SLOs and other performance metrics.
Build reporting structures that highlight performance trends across systems support functions and client-facing operations.
Create and maintain dashboards and reports that communicate progress to internal leadership and executive stakeholders.
Ensure timely intake categorization tracking resolution and post-mortem analysis of issues impacting internal operations or deliverables.
Coordinate with UAT SRE and Automation teams to drive prioritized backlog execution.
Lead status updates risk mitigation planning and project delivery timelines for internally sponsored projects

What youll bring to Zelis:

Bachelors degree in Information Technology Computer Science Cybersecurity or a related field (or equivalent experience).
8 years of IT Operations Program Management or Technical Delivery experience
3 years managing or coaching Agile Service Delivery Teams within an IT or production support organization
Strong experience with incident/problem/change management processes (ITIL or similar)
Demonstrated expertise in leading complex cross-functional technical initiatives using lean and agile methodologies.
Proficiency in Jira Confluence and visualization tools (Power BI Tableau or Splunk)
Strong leadership and communication skills with experience influencing stakeholders and driving collaborative decision-making.
Proficiency in risk management within agile projects ensuring adaptive planning and timely delivery.
Analytical mindset with the ability to leverage data to optimize service operations and improve delivery outcomes.
Healthcare industry / health tech experience
ITIL Kanban CSM or PMP certifications are a plus

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Location and Workplace Flexibility

We have offices in Atlanta GA Boston MA Morristown NJ Plano TX St. Louis MO St. Petersburg FL and Hyderabad India. We foster a hybrid and remote friendly culture and all our employees work locations are based on the needs of the position and determined by the Leadership -office work and activities if applicable vary based on the work and team objectives in accordance with Company policies.

Base Salary Range

$105000.00 - $140000.00

At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors including experience education qualifications as well as job-related and industry-related knowledge and skills etc. Base pay is just one part of our Total Rewards package which may also include discretionary bonus plans commissions or other incentives depending on the role.

Zelis full-time associates are eligible for a highly competitive benefits package as well which demonstrates our commitment to our employees health well-being and financial protection. The US-based benefits include a 401k plan with employer match flexible paid time off holidays parental leaves life and disability insurance and health benefits including medical dental vision and prescription drug coverage.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

We welcome applicants from all backgrounds and encourage you to apply even if you dont meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process please email .

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities duties and skills from time to time.

Required Experience:

Manager

At Zelis we Get Stuff Done. So lets get to it!A Little About UsZelis is modernizing the healthcare financial experience across payers providers and healthcare consumers. We serve more than 750 payers including the top five national health plans regional health plans TPAs and millions of healthcare p...