Senior Manager Service Delivery

Gainwell Technologies LLC•Any city, OH

22h•$108,400 - $154,800•Remote

About The Position

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities. Summary The Senior Medicaid System Operations Manager will manage a team of 30+ System Operations Managers responsible for overseeing the day-to-day operational support, stability, performance, and continuous improvement of the Medicaid Management Information System (MMIS) and related healthcare technology platforms. This role leads operational governance, production support, incident management, release coordination, vendor management, and service delivery activities to ensure Medicaid systems operate efficiently, securely, and in compliance with federal and state regulations.

Requirements

7–10+ years of IT operations or Medicaid systems experience.
5+ years managing large-scale healthcare or Medicaid system operations.
Experience supporting MMIS, Medicaid Enterprise Systems (MES), or healthcare payer platforms.
Experience with production support and IT service management processes.

Nice To Haves

ITIL Foundation or ITIL v4 Certification
PMP Certification

Responsibilities

Manage daily operations for Gainwell’s MMIS and integrated Medicaid systems.
Ensure system availability, reliability, scalability, and performance meet SLAs and operational targets.
Lead production support activities including monitoring, triage, issue resolution, and root cause analysis.
Establish and maintain operational procedures, standards, and governance processes.
Coordinate operational readiness activities for new releases and system enhancements.
Develop operational metrics, dashboards, and executive reporting.
Lead ITIL-based incident, problem, and change management processes.
Coordinate resolution of high-severity production incidents and facilitate war-room activities.
Conduct post-incident reviews and implement corrective/preventive actions.
Ensure proper documentation of operational issues, problems, workarounds, and resolutions.
Oversee change control processes and production deployment coordination.
Support core Medicaid modules including: Claims Processing, Provider Management, Member Eligibility, Prior Authorization, Care Management, Financial Management, Pharmacy Systems, Data Warehouse and Reporting.
Ensure compliance with CMS regulations, HIPAA requirements, and Medicaid operational standards.
Monitor vendor performance against contractual SLAs and KPIs.
Collaborate with Account business operations, PMO, infrastructure, security, and application development teams.
Coordinate release planning and production deployments.
Production Gatekeeper. Ensures operational acceptance criteria are met prior to implementation.
Support CMS certification activities and operational readiness reviews.
Ensure compliance with: HIPAA, CMS Medicaid Enterprise Standards, State security policies, Data retention and audit requirements.
Coordinate operational support for audits and regulatory reviews.
Identify opportunities to improve operational efficiency and system stability.
Drive automation initiatives for monitoring, alerting, batch operations, and reporting.
Implement operational best practices and process improvements.
Drive Root Cause Analysis (RCA) & permanent correction.