Service Delivery Manager

Role overview

This role leads operational execution for a healthcare-focused service delivery function across one or more assigned sites. The manager oversees Supervisors and frontline teams handling release-of-information (ROI) services, owning throughput, quality, cost, and SLA performance. It is a people-and-process position suited to an operationally minded leader who can translate metrics into action.

Responsibilities

- Own overall service delivery performance across the assigned portfolio, including SLAs, quality, cost, and throughput - Lead Supervisors and frontline teams to deliver high-quality, compliant ROI services - Collaborate with Workforce Management on daily and weekly staffing plans, schedules, and productivity - Analyze KPIs such as turnaround time, on-time delivery, quality, and productivity to identify gaps and develop action plans - Ensure compliance with HIPAA, DMPO, UAD, and standardized operational procedures - Partner with Supervisors to coach staff, address performance issues, and support employee growth - Coordinate with the Network Operations Center on aging work, exceptions, and workflow disruptions - Support training for new hires and maintain an accurate skills matrix - Contribute to continuous improvement initiatives and transformation pilots

Requirements

- Experience managing teams in healthcare operations, health information management, or a large-scale production environment - Demonstrated ability to coach and develop people leaders - Comfort using metrics and dashboards to guide operational decision-making - Strong understanding of HIPAA and other regulated workflows - Problem-solving skills and the ability to respond quickly to operational fluctuations - Ability to collaborate cross-functionally with Network Operations Center, Workforce Planning, Training, and Shared Services

Nice to have

- Experience with ROI workflows or EMR systems - Background leading multi-site teams - Familiarity with Lean or other continuous improvement methodologies

Benefits and work setup

- Estimated total cash compensation range of $72,000–$78,000 USD - Equal Employment Opportunity employer with reasonable accommodation available during the application process