Job Description

Overview Join to apply for the Service Delivery Manager role at Zelis . A Little About Zelis: Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. Zelis serves more than 750 payers and millions of healthcare providers and consumers across its platform of solutions. What You’ll Do 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 teams 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 and client-facing operations. Create and maintain dashboards and reports communicating 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. What You’ll Bring To Zelis Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or 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. Healthcare industry / health tech experience. ITIL, Kanban, CSM, or PMP certifications are a plus. Location and Workplace Flexibility 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. Work locations are based on the needs of the position and determined by the Leadership team. In-office work varies by objectives and applicable policies. Compensation Base Salary Range: $105,000 – $140,000 per year. Zelis offers a comprehensive Total Rewards package, which may include discretionary bonuses, commissions, or other incentives depending on the role. Benefits and EEO Full-time associates are eligible for a benefits package including 401k with employer match, flexible PTO, holidays, parental leave, life and disability insurance, and health benefits (medical, dental, vision, prescription drugs). Equal Employment Opportunity: Zelis is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by laws. We encourage applicants from all backgrounds and are committed to building an inclusive workplace. Accessibility We are dedicated to ensuring our application process is accessible. If you require a reasonable accommodation, please email TalentAcquisition@zelis.com. Disclaimer The statements are intended to describe the general nature and level of work performed by people assigned to this classification and are not exhaustive. Duties may be added or changed as required. Location postings and other job listings referenced in this description are for context and do not guarantee availability. #J-18808-Ljbffr Zelis

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