Service Delivery Manager

Role Overview

• Own overall service delivery performance across assigned portfolio, including SLA’s, quality, Global, cost and throughput
• Lead Supervisors and frontline teams to deliver high-quality, compliant ROI services
• Collaborate with Workforce Management (WFM) and own daily and weekly staffing plans, schedules, and productivity management
• Analyze KPIs (TAT, OTD, quality, productivity) to identify gaps and develop action plans
• Ensure compliance with HIPAA, DMPO, UAD, and all standardized operational procedures
• Partner with Supervisors to coach staff, address performance issues, and support employee growth
• Serve as the first point of operational escalation for site-level execution issues (not customer issues)
• Coordinate with the Network Operations Center (NOC) to address aging, exceptions, or workflow disruptions
• Support training for new hires and ensure readiness to transition to centralized training (Phase 2)
• Maintain an accurate skills matrix and assist with work assignment optimization
• Contribute to continuous improvement initiatives and transformation pilots
• Work with VPO to address concerns with Account Management team for client communication.

Requirements

• Experience managing teams in healthcare operations, HIM, or a large-scale production environment
• Demonstrated ability to coach and develop people leaders
• Comfort using metrics and dashboards to guide operational decision-making
• Strong understanding of HIPAA and regulated workflows
• Problem-solving skills and the ability to respond quickly to operational fluctuations
• Identify process improvement needs and appropriate solutions
• Ability to collaborate cross-functionally with NOC, Workforce Planning, Training, and Shared Services.

Benefits

• We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive.
• We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.