Service Delivery Manager

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

📋 Description

• Spearhead the development, execution, and ongoing enhancement of enterprise service management programs and strategic initiatives.

• Create standardized service management frameworks, workflows, governance models, and operational procedures.

• Establish and advance disciplines in incident, problem, change, service request, knowledge, major incident, escalation, and service level management.

• Oversee work queues, backlogs, workflows, and service operations utilizing Jira, Tableau, and associated tools.

• Identify stalled, aging, high-risk, escalated, or unassigned tasks and collaborate with stakeholders to mitigate barriers.

• Monitor SLAs, service commitments, organizational performance, operational risks, recurring issues, and emerging trends.

• Facilitate the management of escalations and ensure the timely resolution of critical service challenges.

• Lead process improvement initiatives and workshops across various functions.

• Develop standard operating procedures, governance standards, policies, and process documentation.

• Analyze operational data, conduct root-cause analyses, and execute corrective and preventive measures.

• Establish governance frameworks, standards, maturity roadmaps, and multi-year enhancement strategies.

• Facilitate governance forums, steering committees, operational reviews, and service performance meetings.

• Cultivate partnerships across Install, Maintenance, Product, Revenue Cycle Services, IT, Project Management, Member Excellence, and administrative teams.

• Influence stakeholders in the absence of direct authority and coordinate complex cross-departmental initiatives.

• Create executive dashboards, operational scorecards, Jira dashboards, JQL queries, Tableau reports, and reporting frameworks.

• Define and track KPIs, SLAs, operational metrics, workload health, throughput, backlog, aging tasks, service quality, and customer experience indicators.

• Convert operational data into insights and recommendations for leadership.

• Develop and implement change management, communication, engagement, and training strategies.

• Monitor the adoption, readiness, and effectiveness of new processes and service management models.

• Perform additional duties as assigned.

• Travel nationwide and provide on-site support for member organizations during software installations as required, with up to 10% travel.

⛳️ Requirements

• Bachelor's degree preferred or a suitable combination of education and experience.

• Minimum of 2 years of experience in operations support, analytics, reporting, or administrative roles.

• Over 5 years of experience preferred.

• Proficient in Jira, including JQL, filters, dashboard creation, and workflow navigation.

• Experience in building and maintaining Tableau dashboards and reports.

• Intermediate knowledge of Excel, including data analysis and pivot tables.

• Strong customer service skills.

• Ability to collaborate effectively across teams and drive results.

• Exceptional attention to detail and organizational discipline.

• Analytical mindset with the capability to interpret data and translate it into actionable insights.

• Demonstrated persistence and follow-through.

• Excellent communication skills and confidence in engaging with stakeholders at all levels, including leadership.

• Self-directed, proactive approach with a sense of ownership and accountability.

• Proficient in reading, speaking, writing, and understanding English.

• Legally authorized to work permanently in the United States; no current or future employment visa sponsorship available.

• Completion of a 50–60-minute competency assessment prior to the team interview.

• Ability to work independently and efficiently from a home office.

• Access to high-speed internet service.

• A distraction-free workplace.

• Willingness to appear on camera for all virtual meetings.

• COVID-19 vaccination required or an approved medical/religious exemption.

🏝️ Benefits

• Competitive compensation package.

• Comprehensive benefits package (details available on the OCHIN website).

• Opportunity for remote work from home.

• Professional development opportunities.

• Healthy work-life balance.

• COVID-19 vaccination requirement with a process for medical or religious exemptions.