Senior Service Delivery Manager

Job Description:

• Stabilize execution across multiple sites or portfolios, resolving cross-site bottlenecks and operational risks
• Serve as the senior point of escalation for complex operational issues (non-customer-facing)
• Monitor KPIs and drive corrective action where trends indicate risk
• Coach and mentor Service Delivery Managers to strengthen leadership capability
• Partner with Managers and Supervisors to address performance issues and development needs
• Reinforce standardized workflows and reduce operational drift
• Support audit readiness and compliance with HIPAA, DMPO, UAD, and internal standards
• Identify multi-site quality trends and deploy targeted improvement actions
• Ensure operational readiness for new tools, workflows, and training models
• Execute and support cross-site continuous improvement initiatives

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
• Ability to collaborate cross-functionally with NOC, Workforce Planning, Training, and Shared Services

Benefits:

• Health insurance
• 401(k) matching
• Flexible work arrangements
• Paid time off
• Professional development opportunities