Service Delivery Manager

At Zelis, we Get Stuff Done. So, let's get to it!

A Little About Us

Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts - driving real, measurable results for clients.

A Little About You

You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are.

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.

Service Delivery Manager Job Description

At Zelis, we Get Stuff Done. So, let's get to it!

A Little About Us

Zelis is modernizing the healthcare financial experience for all by providing a connected platform that bridges the gaps and aligns interests across payers, providers, and healthcare consumers. This platform serves more than 750 payers, including the top 5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, and millions of healthcare providers and consumers. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts-driving real, measurable results for clients.

A Little About You

You are that unique sizzle of personality and professional expertise who loves what you do and inspires others! You are more than your resume. You are a combination of the experiences you have had in your community, the successes you've gained over your career, and the lessons you've learned along the way. You're also a blend of references from your favorite TV show, the tattoo you got with your best friend, and your favorite karaoke song.

You are a strategic and results-driven Service Delivery Manager with a passion to lead operational excellence across our payments platform. You thrive in a dynamic, fast-paced environment where your ability to collaborate with cross-functional teams and influence senior stakeholders makes a significant impact. You are adept at driving consistency, visibility, and maturity across IT Operations, fostering a culture of continuous improvement and operational excellence.

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.

What You'll Do

Include key day-to-day responsibilities

Specify whether this is an individual contributor level role or people leader role:
Individual Contributor Role

Specify what grade level the role is mapped to:

List any travel requirements:
Travel up to 25%

• 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…