Service Delivery Manager

This is a fully remote position, open to applicants in New York, +1 more state.

📋 Description

• Travel up to 50% to various locations within New York and Pennsylvania.

• Take ownership of overall service delivery performance across the designated portfolio, including SLAs, quality, global standards, cost, and throughput.

• Lead Supervisors and frontline teams to provide high-quality, compliant ROI services.

• Collaborate with Workforce Management (WFM) to manage daily and weekly staffing plans, schedules, and productivity.

• Analyze key performance indicators (KPIs) such as TAT, OTD, quality, and productivity to identify gaps and formulate action plans.

• Ensure adherence to HIPAA, DMPO, UAD, and all standardized operational procedures.

• Work alongside Supervisors to mentor staff, address performance challenges, and foster employee development.

• Act as the primary point of operational escalation for site-level execution issues (excluding customer-related problems).

• Coordinate with the Network Operations Center (NOC) to manage aging, exceptions, or disruptions in workflow.

• Assist in training new hires and ensure their readiness for transition to centralized training (Phase 2).

• Maintain an up-to-date skills matrix and aid in optimizing work assignments.

• Contribute to initiatives aimed at continuous improvement and transformation pilots.

• Collaborate with the VPO to address concerns with the Account Management team regarding client communication.

⛳️ Requirements

• Proven experience in managing teams within healthcare operations, HIM, or a large-scale production environment.

• Demonstrated capability to coach and develop emerging leaders.

• Proficiency in utilizing metrics and dashboards to inform operational decision-making.

• Strong knowledge of HIPAA regulations and associated workflows.

• Excellent problem-solving abilities with a swift response to operational changes.

• Ability to identify needs for process improvements and implement suitable solutions.

• Capacity to collaborate effectively across functions with NOC, Workforce Planning, Training, and Shared Services.

🏝️ Benefits

• Health insurance.

• 401(k) matching.

• Paid time off.