Service Delivery Manager

Position Overview

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.

What you’ll do:

• 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

What you’ll bring to Zelis:

• 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.
• Healthcare industry / health tech experience
• ITIL, Kanban, CSM, or PMP certifications are a plus

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Location and Workplace Flexibility

We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies.

Base Salary Range

$105,000.00 - $140,000.00

At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors, including experience, education, qualifications, as well as job-related and industry-related knowledge and skills, etc. Base pay is just one part of our Total Rewards package, which may also include discretionary bonus plans, commissions, or other incentives depending on the role.

Zelis’ full-time associates are eligible for a highly competitive benefits package as well, which demonstrates our commitment to our employees’ health, well-being, and financial protection. The US-based benefits include a 401k plan with employer match, flexible paid time off, holidays, parental leaves, life and disability insurance, and health benefits including medical, dental, vision, and prescription drug coverage.

Equal Employment Opportunity

Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We welcome applicants from all backgrounds and encourage you to apply even if you don’t meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.