Service Delivery Manager

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

📋 Description

• Lead and cultivate multiple teams focused on reporting and analytics to support operational service delivery organizations.

• Build, mentor, and motivate high-achieving teams.

• Encourage accountability, collaboration, and a culture of continuous improvement.

• Ensure the delivery of accurate, timely, and actionable reports, dashboards, and performance insights.

• Collaborate with clients, operational leaders, and stakeholders to comprehend business objectives and reporting requirements.

• Provide insights into SLA achievement, operational performance, customer experience, quality, productivity, and overall business outcomes.

• Aid in performance management and process enhancement through data analysis and operational insights.

• Identify trends, risks, root causes, and opportunities for operational advancements.

• Promote standardization, governance, and quality in reporting across teams and accounts.

• Collaborate with technology and transformation teams on initiatives for automation and modernization.

• Assist with new client implementations, account transitions, and organizational growth strategies.

• Contribute to go-to-market strategies, solution design, and client engagement initiatives.

⛳️ Requirements

• 7+ years of experience in reporting, analytics, business intelligence, workforce management, or operational support roles.

• 5+ years of progressive leadership experience overseeing reporting, analytics, operational support, or business intelligence teams.

• Proven history of constructing high-performing organizations and nurturing talent.

• Experience in leading high-performing teams within a dynamic operational setting.

• Proven ability to coach employees, manage competing priorities, influence stakeholders, ensure accountability, and achieve results through others.

• Outstanding interpersonal, communication, and relationship management abilities.

• Capacity to build trust, navigate complex stakeholder landscapes, and engage with clients, executives, and operational leaders.

• Experience in supporting large-scale service delivery, customer experience, healthcare, Medicaid, contact center, or BPO settings.

• Strong skills in stakeholder and client relationship management.

• Video cameras must be used during all interviews and the initial week of orientation.

• Must be able to work from any location in the U.S.

🏝️ Benefits

• Flexible work arrangements.

• Opportunities for learning and career advancement.

• Technical credentials and certification support.

• Generous and flexible vacation policy.

• Educational assistance programs.

• Access to leadership and technical development academies.

• 401(k) employer matching.

• Comprehensive health benefits.

• Occasional travel opportunities (0-10%).