Service Delivery Manager

Requisition ID: 24119

Summary

 

As a Service Delivery Manager at Gainwell, you are critical in ensuring the efficient delivery of services to our clients and customers. You collaborate with stakeholders, including internal employees, vendors, account partners, and external clients and customers, to provide exceptional service and operational efficiency. You are responsible for meeting contractual obligations, optimizing processes, and maintaining high-quality standards throughout the service lifecycle. You partner with the Account General Manager (AGM), and Account Delivery Leader (ADL) to continuously improve service delivery and exceed our goals and objectives.

Your role in our mission

 

Gainwell empowers you through innovative technologies and solutions to deliver better health and human services outcomes.  When joining Gainwell, you will:

 

• Manage the delivery of application services for an account (people, processes, and technology). Manage and oversee application service delivery team to ensure Gainwell products and services are delivered according to project schedule.
• Build, develop, motivate, and lead teams of leaders and individual contributors, supporting employees.
• Look ahead as you work with account teams to develop demand forecasts and assist functional areas or departments in proposing, planning and delivering end-to-end services, including workload requirements.
• Navigate complex relationships between delivery and client groups to ensure stronger client relationships. 
• Create more satisfied clients by identifying service improvements.
• Support proposal teams to integrate new, enhanced and existing service offerings for current and new accounts.
• Bolster our workforce by selecting and hiring employees to support your team; train them to enhance their performance, development and work products.

What we're looking for

 

• 5 or more years of people management experience and healthcare account management or customer contact center leadership.
• Proficient with Microsoft Office suite and hardware and software applications to manage contact center and back-office operations (Cxone, Verint, Avaya, etc.).
• Knowledge of and experience managing diverse teams across technical areas including  Industry DDI (design, develop, and implementation) acumen of Healthcare/Medicaid modules preferred.
• Advanced experience leading moderate to large cross-functional teams and initiatives; demonstrated proficiency in collaborating in matrixed organizations.

What you should expect in this role

 

• Opportunities to travel through your work (0-10%)
• Remote opportunity

 

DIVERSITY COMMITMENT

To harness the power of innovation, we invest in the development of diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to our company.

Our company is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with us and are in need of accommodation or special assistance to navigate our website or to complete your application, please contact us.  Requests for reasonable accommodation will be considered on a case-by-case basis.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.