Service Delivery Manager

World Wide Technology Healthcare Solutions•Jenks, OK

5d•$85,000 - $100,000•Remote

About The Position

This role is responsible for service delivery management and oversight, process improvement, tooling evolution, and operational standardization. The position acts as a critical link between bridge operations, PMO, and tooling teams, ensuring projects are onboarded efficiently and execution continuously improves. This role requires hands on live bridge, which can occur at night and day times, to coach and train new and existing Multi-Site Cut admins. The role prioritizes scalability, standardization, and efficiency across multiple projects, not just individual bridge execution.

Requirements

Deep hands-on experience running bridge operations
Strong understanding of real-world execution challenges
Ability to translate operational needs into structured processes and tools
Comfortable working across technical, operational, and project management domains
Strong communication and influence skills across teams

Responsibilities

Analyze existing bridge workflows and identify opportunities to improve efficiency, reduce friction, and eliminate manual work
Standardize processes across projects to create consistency in execution
Continuously refine operational flows based on real-world experience and feedback key stakeholders
Own and help evolve operational tools
Translate operational requirements into tooling enhancements (e.g., prompts, workflows, inventory tracking)
Ensure tools align with real-world execution
Partner with engineering to implement updates and new capabilities
Perform advisory and oversight role by providing real time bridge coaching
Provide guidance across multiple bridges
Support escalation points and intervene as needed during critical phases
Help shift operations toward sustainable, repeatable execution models
Serve as a subject matter expert for onboarding new projects and workstreams
Ensure PMO requirements are translated into executable, field-friendly processes
Advocate for operational needs (cut admin, deployment, tooling) during project setup
Help define (not limited to): Deployment guides, Runbooks, Operational expectations
Support structured change management to reduce disruption from rapid or unclear changes
Help stabilize operations by introducing controlled, well-communicated updates
Improve adoption by embedding changes directly into tools and workflows rather than relying on memory or manual steps
Improve data capture accuracy through structured tooling (e.g., prompts, inventory tracking)
Reduce reliance on manual processes by enabling system-driven data capture and reporting
Enable PMO and leadership visibility with standardized outputs and reporting capabilities
Expand standardized tools and processes beyond current programs (e.g., to other clients, regions, or teams)
Support global scalability and cross-team consistency
Drive adoption of unified tooling across diverse project environments