Service Delivery Leader (Remote in USA)

Gainwell Technologies LLC

16d • Remote

About The Position

As a
Service Delivery Leader, you will play a key role in managing all aspects of service delivery for Gainwell Technologies. You will be a trusted delivery advisor to the Client Delivery Leader (CDL), responsible for all aspects of service delivery assigned to customer accounts. You will ensure best-in-class delivery through seamless integration of capabilities across Gainwell teams, consistently exceeding customer expectations by maximizing the value delivered and optimizing Gainwell's profitability. We have a proven reputation for building and delivering impactful solutions. Join us in our mission to support underserved communities by improving public health outcomes and ensuring that the most vulnerable can lead healthier, happier lives – today and tomorrow. Gainwell empowers you through innovative technologies and solutions to deliver better health and human services outcomes. When joining Gainwell, you become an integral part of our mission, supported by a team that values your expertise and contributions.

Your performance will be evaluated based on how effectively you manage maintenance and operations with a focus on profitability, process improvement, and efficient resource use. Customer satisfaction—measured through CSAT, NPS, and other feedback—along with customer retention, will also factor into your evaluation. We will consider input from matrixed teams, compliance with SLAs, and overall operational metrics. Finally, your commitment to personal and professional development, including training and continuous improvement efforts, will be an important part of your growth and success in this role.

Requirements

• 5+ years of delivery leadership (supervisory) with skills to manage a team of technical personnel, business analysts, and project managers in a matrixed environment
• Technical and subject matter experience in MMIS and experience in managing ongoing maintenance and operations
• 5+ years of Program/ Project management expertise (PMP preferred)
• Customer facing skills with proven background of interacting with client leadership
• Bachelor’s degree (preferably in Engineering, Computer Science or business) required
• Program Director with extremely well-developed and demonstrated program management skills and the ability to navigate both strategic and tactical aspects of delivery management?
• Do you have the ability to inspire confidence with the client and Gainwell leadership.
• Prior experience in managing ongoing Maintenance and Operations in the State and Local Health and Human Services space focused on Medicaid Management Information Systems using Interchange (EDI).
• Strategic thinker with strong financial acumen skilled in striking the right balance between maximizing client value while optimizing costs.
• Expert collaborator expert at working within deeply matrixed environments across large teams.
• In-depth understanding of the Healthcare/Medicaid business, clients, and solutions.

Responsibilities

• Support the CDL across all customer needs as a Subject Matter Expert for the Delivery organization. This includes knowledge of Systems and Operations for State and Local Health and Human Services and prior experience as a Delivery Leader.
• Develop a comprehensive understanding of customer contracts, including a deep insight into T&Cs and their impact on delivery.
• Coordinate closely with Gainwell's infrastructure, security, and IT teams to ensure comprehensive coverage for service delivery. Work with implementation, engineering, product management, and other relevant teams for new service introduction and enhancements.
• Implement and manage systematic delivery status reporting to the customer and Gainwell, tailored to the audience's needs.
• Nurture strong connections with shared service leaders to personalize services for the customer and build relationships at all levels of the customer organization.
• Establish and implement a consistent data- and metrics-driven governance approach with clear and systematic escalation processes within Gainwell, up to the COO if necessary.
• Handle recruitment, coaching, mentoring, performance management, and other people management responsibilitie.

Benefits

• Health (medical, dental, vision) benefits start on day 1 of employment.
• Company match 401K and other benefits available within months of starting.
• New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment.
• Post-hire a company computer will be sent to new hire for work use only.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level