Medicaid Technical Service Delivery Manager (MES/Medicaid Enterprise Systems)

Job Introduction

Maximus is seeking an experienced Service Delivery Manager to oversee our Medicaid Provider Management System.  This role will be the primary interface to the customer and will be responsible for overseeing the activities of a team of 5+ people.  This role requires “hands on" oversight ensuring excellence in both Service Delivery and Customer Experience.

Roles

• Lead a team of staff developing and maintaining a Medicaid Provider Management System.
• Assign and oversee the daily tasks of technical personnel ensuring the team is actively working toward established milestones.
• Hold regular team meetings to determine progress and address any questions or challenges.
• Delegate tasks, provide clear directions, and inspire collaboration and teamwork with the IT delivery team.
• Act as a key contact with customers who have technical delivery issues
• Ensure client satisfaction throughout the service delivery process.
• Develop status reporting both internally and to the customer providing insight into system and team performance.
• Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Developing a deep understanding of the project to gain insights into the scope of service delivery.
• Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery.
• While not required to be hands-on with technical work, must have a good understanding of IT systems, infrastructure, and emerging technologies to effectively communicate with technical and customer teams.
• Deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.
• Execute delivery process so that the distributed resources can work as an effective, objective driven and collaborative global team.
• Proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.
• Maintain Strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.
• Leverage the existing tools or put in place new ones to ensure effective execution of projects.
• Adept at analyzing complex situations, identifying problems, and proposing effective solutions.
• Knowledge of budgeting, cost management, and financial planning to ensure that services stays within budget and aligns with financial goals.

Requirements

• Ability to deal with ambiguity.
• Strong analytical and problem resolution skills; able to multi task and prioritize effectively.   
• 5+ years’ experience leading service delivery teams
• 2+ years’ experience as customer interface for service delivery teams
• Healthcare experience preferred

Job Description Summary

Job Summary

Essential Duties and Responsibilities:- Oversees all aspects of daily operations for a program, including staffing, performance monitoring, quality assurance oversight, training, subcontractor management, auditing and compliance with internal and external requirements.- Ensure project compliance with all applicable requirements of the contract, state and federal regulations as well as corporate policies.- Manage direct reports and the cost- effective operation of all project tasks.- Manage subcontractors that provide services to program.- Manage audits of operations.- Collaborate with other Managers to ensure effective coordination of activities.- Develop and implement operational policies and procedures in collaboration with other key stakeholders.- Establish and maintains effective relationships with clients and other external entities.- Oversee the development and implementation of innovative methodologies to improve service levels and overall operational efficiency.- Manage the project's quality assurance and training programs as well as corrective actions to ensure compliance.- Monitor performance against key indicators established internally or by the clients.- Develop solutions to issues or complex problems.- Develop performance goals and objectives for staff, and monitors achievement of those goals.- Perform other duties as may be assigned.Minimum Requirements:- Manages activities of two or more sections or departments.- Exercises supervision in terms of costs, methods, and staffing.- In some instances this manager may have subordinate supervisors and/or managers.- Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives.- Implements strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results.- Establishes and as