Service Delivery Manager

Role overview

This is a remote-first Service Delivery Manager opportunity in the United States, posted on behalf of a partner company that will handle all applications and hiring steps. The role is centered on high-volume healthcare operations, with responsibility for keeping critical services accurate, efficient, and compliant with healthcare regulations.

You will oversee frontline teams and supervisors, track performance against service targets, and help strengthen execution across a regulated, fast-moving environment. The position combines team leadership, operational analysis, and process improvement, with close partnership across workforce planning, operations leadership, and support teams.

The ideal candidate is comfortable working in metrics-driven healthcare operations and enjoys building scalable teams, improving workflows, and maintaining stability in day-to-day service delivery.

Key accountabilities

• Take ownership of service delivery across the assigned portfolio, making sure targets for SLA performance, quality, cost control, and throughput are consistently achieved.
• Guide supervisors and frontline staff in the compliant and efficient delivery of release of information (ROI) services.
• Work with Workforce Management to create staffing plans, schedules, and productivity improvement approaches.
• Review operational metrics such as turnaround time, on-time delivery, quality, and productivity, then act on gaps with corrective measures.
• Maintain strict compliance with HIPAA and other applicable healthcare regulations and operating standards.
• Act as the main escalation contact for site-level operational problems and help coordinate solutions with the right stakeholders.
• Partner with network operations teams to address workflow interruptions, backlog issues, and special cases.
• Support onboarding and training preparedness so new hires transition smoothly into production.
• Keep skills matrices current and use them to improve task assignment across teams.
• Lead continuous improvement efforts that increase efficiency, scalability, and overall operational performance.

Requirements

• Background leading teams in healthcare operations, health information management, release of information (ROI), or another high-volume production setting.
• Demonstrated experience managing and developing people leaders as well as frontline operational teams.
• Ability to interpret operational data and KPIs and use them to improve results and guide decisions.
• Strong working knowledge of HIPAA and regulated healthcare workflows.
• Solid problem-solving ability, especially when responding to changing operational conditions and urgent issues.
• Experience partnering across workforce planning, training, and operations support functions.
• Strong communication and leadership capabilities, with an emphasis on coaching, accountability, and engagement.
• Preferred exposure to EMR systems, ROI workflows, Lean or continuous improvement methods, or leadership of multi-site teams.

Benefits and compensation

• Total cash compensation is expected to fall between $72,000 and $84,000 USD, depending on the exact scope of the role.
• Opportunity to join a mission-driven, high-growth healthcare technology environment.
• Remote-first flexibility, subject to operational needs.
• Exposure to large-scale healthcare data operations and advanced workflow systems.
• Growth potential within an expanding, performance-focused organization.
• Collaborative and inclusive culture that values learning, ownership, and continuous improvement.
• Standard benefits may include medical coverage, paid time off, and additional employee support programs, depending on employment terms.

Application and hiring process

This role is being managed by a partner company. Applications are reviewed through an AI-assisted matching process, and shortlisted candidates are forwarded to the hiring employer for interviews, assessments, and final decisions.

Privacy notice

By applying, candidates acknowledge that their personal data may be processed for evaluation and shared with the hiring employer under applicable data protection laws, including GDPR where relevant. The recruitment process may use AI tools to help review applications and identify potential inconsistencies, but human recruiters make the final hiring decision.