Senior Manager, Service Delivery

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a team of more than 30 System Operations Managers

• Supervise daily operations for Gainwell’s MMIS and integrated Medicaid systems

• Ensure system availability, reliability, scalability, and performance align with SLAs and operational objectives

• Lead production support activities, which include monitoring, triage, issue resolution, and root cause analysis

• Develop operational procedures, standards, and governance processes

• Coordinate operational readiness for system releases and enhancements

• Create operational metrics, dashboards, and executive reporting

• Direct ITIL-based incident, problem, and change management processes

• Manage the resolution of high-severity production incidents and facilitate war-room activities

• Conduct post-incident reviews and implement corrective and preventive measures

• Oversee change control and coordination of production deployments

• Support core Medicaid modules while ensuring compliance with CMS regulations, HIPAA requirements, and Medicaid operational standards

• Monitor vendor performance against contractual SLAs and KPIs

• Collaborate with business operations, PMO, infrastructure, security, and application development teams

• Coordinate release planning and production deployments in the role of production gatekeeper

• Assist with CMS certification activities, operational readiness reviews, audits, and regulatory assessments

• Identify opportunities for operational efficiency and enhancements to system stability

• Promote automation for monitoring, alerting, batch operations, and reporting

• Implement best practices and process improvements in operations

• Drive root cause analysis and establish permanent corrective actions

⛳️ Requirements

• 7–10+ years of experience in IT operations or Medicaid systems

• 5+ years of experience managing large-scale healthcare or Medicaid system operations

• Familiarity with supporting MMIS, Medicaid Enterprise Systems (MES), or healthcare payer platforms

• Experience in production support and IT service management processes

• ITIL Foundation or ITIL v4 Certification is preferred

• PMP Certification is preferred

• Video cameras must be utilized during all interviews and throughout the initial week of orientation

🏝️ Benefits

• Flexible work arrangements

• Opportunities for learning and career development

• Access to technical credentials and certifications

• Generous and adaptable vacation policy

• Educational assistance offered

• Leadership and technical development academies available

• 401(k) employer matching

• Comprehensive health benefits provided