Environmental Task Manager supporting projects through all phases of site evaluation and remediation. Collaborating with a growing team to protect our natural environment and water resources.
About the role
- Service Delivery Manager responsible for reliable service delivery at Zelis, which modernizes healthcare financial processes. Leading cross-functional teams to optimize incident management and technical initiatives.
Responsibilities
- 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
Requirements
- 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)
- 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 improve delivery outcomes
- Healthcare industry / health tech experience
- ITIL, Kanban, CSM, or PMP certifications are a plus
Benefits
- 401k plan with employer match
- Flexible paid time off
- Holidays
- Parental leaves
- Life and disability insurance
- Health benefits including medical, dental, vision, and prescription drug coverage
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