Service Delivery Manager

Position Overview

As a Service Delivery Manager at Zelis, you will be responsible for ensuring reliable, efficient, and value-driven service delivery by integrating Lean thinking, Kanban flow management, and ITIL best practices into our overall platform operations. This cross‑functional leader will own the end-to-end lifecycle of incident and problem management, drive root cause analysis and corrective actions for service disruptions, and monitor and optimize service performance.

You will work closely with IT, engineering, product, and business stakeholders to build a culture of transparency, process rigor, and continual improvement.

• Oversee Incident and Problem Management processes to ensure rapid resolution of issues affecting payments processing and that 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.
• Travel up to 25%.

• 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).
• Strong leadership and communication skills, with experience influencing stakeholders and driving collaborative decision‑making.
• 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.
• ITIL, Kanban, CSM, or PMP certifications are a plus.

• Drive Innovation
• Embrace a Growth Mindset
• Put People First
• Act With Agility
• Champion Collaboration
• Build Trust

We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote‑friendly culture; all work locations are based on the needs of the position and determined by leadership. In‑office work and activities, if applicable, vary according to the work and team objectives in accordance with company policies.

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At Zelis, we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, and job‑related skills.

Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender…