Service Delivery Manager
About The Position
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.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or a 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.
Nice To Haves
- ITIL, Kanban, CSM, or PMP certifications are a plus
Responsibilities
- 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 client-facing operations. Create and maintain dashboards and reports that communicate 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
Benefits
- flexible PTO
- a hybrid/remote work environment
- wellness offerings
- medical
- dental
- 401k
- fertility and family building
- education assistance
- pet insurance
- menopause and midlife care
- 401k plan with employer match
- flexible paid time off
- holidays
- parental leaves
- life and disability insurance
- health benefits including medical, dental, vision, and prescription drug coverage
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1,001-5,000 employees
