Service Delivery Leader (Remote in USA)

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 

Summary

As a Service Delivery Leader, you will play a key role in managing all aspects of service delivery for Gainwell Technologies. You will be a trusted delivery advisor to the Client Delivery Leader (CDL), responsible for all aspects of service delivery assigned to customer accounts. You will ensure best-in-class delivery through seamless integration of capabilities across Gainwell teams, consistently exceeding customer expectations by maximizing the value delivered and optimizing Gainwell's profitability. We have a proven reputation for building and delivering impactful solutions. Join us in our mission to support underserved communities by improving public health outcomes and ensuring that the most vulnerable can lead healthier, happier lives – today and tomorrow. Gainwell empowers you through innovative technologies and solutions to deliver better health and human services outcomes. When joining Gainwell, you become an integral part of our mission, supported by a team that values your expertise and contributions.

You will be evaluated based on the following considerations (not exhaustive):

• • •  Managing Maintenance and Operations with a focus on profitability, continuous process improvement and effective utilization of resources.
    • Customer Satisfaction (CSAT, NPR, other formal and informal feedback), retention, et al.
    • Feedback from matrixed teams, SLA compliance, operational metrics, etc.
    • Personal and professional development opportunities, including employee training and continuous improvement initiatives. We are committed to your growth and success in this role.

Your role in our mission

• Support the CDL across all customer needs as a Subject Matter Expert for the Delivery organization. This includes knowledge of Systems and Operations for State and Local Health and Human Services and prior experience as a Delivery Leader.
• Develop a comprehensive understanding of customer contracts, including a deep insight into T&Cs and their impact on delivery.
• Coordinate closely with Gainwell's infrastructure, security, and IT teams to ensure comprehensive coverage for service delivery. Work with implementation, engineering, product management, and other relevant teams for new service introduction and enhancements.
• Implement and manage systematic delivery status reporting to the customer and Gainwell, tailored to the audience's needs.
• Nurture strong connections with shared service leaders to personalize services for the customer and build relationships at all levels of the customer organization.
• Establish and implement a consistent data- and metrics-driven governance approach with clear and systematic escalation processes within Gainwell, up to the COO if necessary.
• Handle recruitment, coaching, mentoring, performance management, and other people management responsibilitie.

What we're looking for

• Program Management: Are you a strong Program Director with extremely well-developed and demonstrated program management skills and the ability to navigate both strategic and tactical aspects of delivery management? Do you have the ability to inspire confidence with the client and Gainwell leadership?
• Technical and business expertise: Preference will be given to candidates with prior experience in managing ongoing Maintenance and Operations in the State and Local Health and Human Services space focused on Medicaid Management Information Systems using Interchange (EDI).
• Financial Acumen: Are you a strategic thinker with strong financial acumen skilled in striking the right balance between maximizing client value while optimizing costs?
• Matrixed Environments: Are you an expert collaborator expert at working within deeply matrixed environments across large teams?
• Relationship Management: Do you possess strong interpersonal and relationship-building capabilities with both external clients and internal facing teams?
• Background and Knowledge: Do you have