Service Delivery Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Delivery Manager based in the United States.

This role sits at the center of high-volume healthcare operations, ensuring that critical services are delivered efficiently, accurately, and in full compliance with regulatory standards. You will lead frontline teams and supervisors while driving performance across key operational metrics such as SLA adherence, quality, and throughput. The position plays a pivotal role in optimizing workflows, improving service delivery consistency, and strengthening end-to-end execution across complex, regulated environments. You will collaborate closely with workforce planning, operations leadership, and cross-functional support teams to resolve issues and maintain operational stability. This is a hands-on leadership role that blends people management, data-driven decision-making, and process improvement. It is well-suited for someone who thrives in fast-paced, metrics-focused healthcare operations and enjoys building scalable, high-performing teams. The environment is remote-first, collaborative, and focused on continuous improvement.

• Own end-to-end service delivery performance across assigned portfolio, ensuring SLA adherence, quality standards, cost control, and throughput targets are consistently met.
• Lead and support supervisors and frontline teams to execute compliant, efficient release of information (ROI) services.
• Partner with Workforce Management to build and maintain staffing plans, schedules, and productivity optimization strategies.
• Monitor and analyze operational KPIs (turnaround time, on-time delivery, quality, productivity) to identify gaps and implement corrective actions.
• Ensure strict compliance with HIPAA and other regulatory and operational standards across all workflows.
• Serve as the primary escalation point for site-level operational issues and coordinate resolution with relevant stakeholders.
• Collaborate with network operations teams to resolve workflow disruptions, backlogs, and exceptions.
• Support onboarding and training readiness, ensuring smooth transition of new hires into production environments.
• Maintain accurate skills matrices and optimize task allocation across teams.
• Drive continuous improvement initiatives to enhance efficiency, scalability, and operational performance.

Requirements:

• Experience leading teams in healthcare operations, health information management, release of information (ROI), or other high-volume production environments.
• Proven track record of managing and developing people leaders and frontline operational teams.
• Strong ability to interpret operational data and KPIs to drive performance improvements and decision-making.
• Deep understanding of HIPAA and regulated healthcare workflows.
• Demonstrated problem-solving skills with the ability to respond quickly to operational challenges and fluctuations.
• Experience collaborating cross-functionally with workforce planning, training, and operations support teams.
• Strong communication and leadership skills with a focus on coaching, accountability, and team engagement.
• Bonus: experience with EMR systems, ROI workflows, Lean or continuous improvement methodologies, or multi-site team leadership.

Benefits:

• Competitive total cash compensation range: $72,000 – $84,000 USD (role-dependent within range).
• Opportunity to work in a high-growth, mission-driven healthcare technology environment.
• Remote-first flexibility depending on operational requirements.
• Exposure to large-scale healthcare data operations and advanced workflow systems.
• Career growth opportunities within a scaling, performance-focused organization.
• Inclusive and collaborative work culture emphasizing learning, ownership, and continuous improvement.
• Standard benefits package may include healthcare coverage, paid time off, and other employee support programs (varies by employment terms).