Service Delivery Manager

🕒 il y a 29 jours

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟢 Junior

🟡 Intermédiaire

👔 Manager

🚫👨‍🎓 Aucun diplôme requis

👻 Score fantôme 15%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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OCHIN, Inc.

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2000

💼 Conseil

🏥 Santé

🤝 À but non lucratif

Consulting • Healthcare • Non-profit

OCHIN, Inc. est une organisation à but non lucratif spécialisée dans le conseil en technologies de l'information de santé, collaborant avec des organisations de soins communautaires et rurales à travers les États-Unis pour promouvoir des soins équitables et intégrés. Depuis plus de 25 ans, elle offre un accès à une plateforme de dossier médical partagé et des solutions de connaissances intégrées, et fournit des services de technologie de l'information en santé, de formation des travailleurs, de conseil opérationnel et financier, ainsi que des activités de recherche et de plaidoyer pour améliorer la qualité clinique, le bien-être des médecins et la durabilité de son réseau national de prestataires de santé communautaire.

Description

• 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

🎯 Exigences

• 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

🏖️ Avantages

• 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