Service Delivery Manager

🕒 Setembro 1

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟢 Júnior

🟡 Pleno

👔 Gerente

🚫👨‍🎓 Sem graduação necessária

👻 Score fantasma 15%

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OCHIN, Inc.

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2000

💼 Consultoria

🏥 Saúde

🤝 Sem Fins Lucrativos

Consulting • Healthcare • Non-profit

A OCHIN, Inc. é uma consultoria em TI de saúde sem fins lucrativos que colabora com organizações de atendimento rural e comunitário em todo os Estados Unidos para promover um cuidado equitativo e integral à pessoa. Por mais de 25 anos, a OCHIN tem fornecido acesso a uma plataforma de EHR compartilhada e soluções de conhecimento integrado, oferecendo TI em saúde, treinamento de força de trabalho, consultoria operacional/financeira, pesquisa e defesa para melhorar a qualidade clínica, o bem-estar dos profissionais de saúde e a sustentabilidade para sua rede nacional de provedores de saúde comunitária.

Descrição

• Lead development, implementation, and continuous improvement of enterprise service management programs and strategic initiatives • Design standardized service management frameworks, workflows, governance models, and operational processes • Establish and mature incident, problem, change, service request, knowledge, major incident, escalation, and service level management disciplines • Monitor work queues, backlogs, workflows, and service operations using Jira, Tableau, and related tools • Identify stalled, aging, high-risk, escalated, or unassigned work and engage stakeholders to address barriers • Track SLAs, service commitments, organizational performance, operational risks, recurring issues, and emerging trends • Facilitate escalation management and timely resolution of critical service issues • Lead cross-functional process improvement initiatives and workshops • Develop standard operating procedures, governance standards, policies, and process documentation • Analyze operational data, lead root-cause analyses, and implement corrective and preventive actions • Establish governance structures, standards, maturity roadmaps, and multi-year improvement strategies • Facilitate governance forums, steering committees, operational reviews, and service performance meetings • Build partnerships across Install, Maintenance, Product, Revenue Cycle Services, IT, Project Management, Member Excellence, and administrative teams • Influence stakeholders without direct authority and coordinate complex cross-departmental initiatives • Develop executive dashboards, operational scorecards, Jira dashboards, JQL queries, Tableau reports, and reporting frameworks • Define and monitor KPIs, SLAs, operational metrics, workload health, throughput, backlog, aging work, service quality, and customer experience measures • Translate operational data into leadership insights and recommendations • Develop and execute change management, communication, engagement, and training plans • Monitor adoption, readiness, and effectiveness of new processes and service management models • Perform other duties as assigned • Travel nationwide and support member organizations on-site for software installations as needed, with up to 10% travel

🎯 Requisitos

• Bachelor’s degree preferred or equivalent combination of education and experience • Minimum 2 years of experience in operations support, analytics, reporting, or administrative functions • More than 5 years preferred • Proficiency in Jira, including JQL, filters, dashboard creation, and workflow navigation • Experience building and maintaining Tableau dashboards and reports • Intermediate Excel experience, including data analysis and pivot tables • Strong customer service skills • Ability to work collaboratively across teams and drive outcomes • Exceptional attention to detail and organizational discipline • Analytical mindset with ability to interpret data and translate it into action • Demonstrated persistence and follow-through • Strong communication skills and confidence engaging stakeholders at all levels, including leadership • Self-directed, proactive approach with ownership and accountability • Reading, speaking, writing, and understanding English • Legally authorized to work in the United States permanently; no current or future employment visa sponsorship • Completion of a 50–60-minute competency assessment before the team interview • Ability to work independently and efficiently from a home office • High-speed internet service • Distraction-free workplace • Willingness to be on camera for all virtual meetings • COVID-19 vaccination or approved medical/religious exemption

🏖️ Benefícios

• Generous compensation package • Comprehensive range of benefits (details provided on the OCHIN website) • Remote work from home • Professional advancement opportunities • Healthy work-life balance • COVID-19 vaccination requirement with medical or religious exemption process