Service Delivery Manager

At Zelis, we Get Stuff Done. So, let’s 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 you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've 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 you’ll 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 you’ll bring to Zelis:

• Bachelor’s 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 i