Service Delivery Manager

🕒 vor 29 Tagen

🇺🇸 Vereinigte Staaten – Remote

⏰ Vollzeit

🟢 Junior

🟡 Mittelstufe

👔 Manager

🚫👨‍🎓 Kein Abschluss erforderlich

👻 Geisterscore 15%

Was es bedeutet: wie wahrscheinlich diese Stelle offen bleibt, ohne dass aktiv eingestellt wird.So liest du es: 60 % oder höher heißt, wir halten das für einen Geisterjob. Niedrigere Werte sind weniger bedenklich.Wie wir werten: Dauer offen, Neuveröffentlichungen, offene Stellen vs Teamgröße, wie schnell Stellen geschlossen werden, und ob ein Gehalt angegeben ist.Hinweis: eine Schätzung aus öffentlichen Daten, kein Urteil über das Unternehmen. Echte Stellen können hoch punkten, nutze es also als Hinweis, nicht als Fakt.

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OCHIN, Inc.

WebsiteLinkedInAlle Stellen

1001 - 5000 Mitarbeiter

Gegründet 2000

💼 Beratung

🏥 Gesundheitswesen

🤝 Non-Profit

Consulting • Healthcare • Non-profit

OCHIN, Inc. ist eine gemeinnützige Gesundheits-IT-Beratung, die mit ländlichen und kommunalen Versorgungseinrichtungen in den Vereinigten Staaten zusammenarbeitet, um eine gerechte, ganzheitliche Betreuung voranzutreiben. Seit mehr als 25 Jahren bietet sie Zugang zu einer gemeinsamen EHR-Plattform und integrierten Wissenslösungen und liefert Gesundheits-IT, Schulungen für die Belegschaft, operatives/finanzielles Consulting, Forschung und Interessenvertretung, um die klinische Qualität, das Wohlbefinden der Kliniker und die Nachhaltigkeit für ihr nationales Netzwerk von Community-Gesundheitsanbietern zu verbessern.

Beschreibung

• 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

🎯 Anforderungen

• 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

🏖️ Vorteile

• 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