Delivery Manager I

The Project Manager II will oversee day-to-day technology operations and production support for a mid-sized Health Plan, ensuring seamless delivery of services across core healthcare administration systems, including enrolment, claims, adjudication, and payments.

This role requires strong leadership, project management, service delivery, and stakeholder management capabilities. The individual will work closely with health plan clients, third-party vendors, and onshore/offshore teams to ensure operational stability, timely issue resolution, continuous improvement, and high customer satisfaction.

Key Responsibilities

1. Project & Service Delivery Management Manage end-to-end technology delivery and production support operations, ensuring adherence to defined SLAs and operational commitments. Oversee day-to-day production support activities for healthcare administration platforms and associated applications. Plan, prioritize, and coordinate operational activities, enhancements, maintenance, and release schedules. Ensure timely delivery of project milestones, tasks, and customer commitments. Drive service delivery excellence through continuous process improvements and operational efficiencies.

2. Production Support & Incident Management Ensure production stability and application performance across the Health Plan ecosystem. Lead incident management, problem management, root cause analysis (RCA), and resolution activities. Manage incidents, service requests, and change activities using service management tools such as ServiceNow and JIRA.

Coordinate with network, middleware, infrastructure, hardware, operating system, database, and application support teams to resolve technical issues.

Manage customer escalations and ensure timely communication and resolution.

Provide on-call support and coordinate critical production activities during after-hours and weekends, as required.

3. Client & Stakeholder Management

• Act as a primary point of contact for customer interactions, operational reviews, and service delivery discussions.

• Lead customer calls, prioritize business requirements, and drive issue resolution.

• Collaborate with onshore teams, offshore delivery teams, business stakeholders, and third-party vendors.

• Build and maintain strong relationships with client executives, business leaders, and technology partners.

  Drive stakeholder alignment and ensure transparent communication on project progress, risks, dependencies, and escalations.

  4. Governance, Reporting & Compliance

  Prepare and deliver SLA reports, operational dashboards, and management status reports within defined timelines.

  Establish and maintain governance frameworks, including RACI matrices, RAID logs, and Steering Committee reviews.

  Monitor service performance, identify operational risks, and implement mitigation plans.

  Ensure compliance with organizational policies, contractual obligations, regulatory requirements, and internal controls.

  Manage vendor performance, SOWs, SLAs, and Change Requests.

  5. Resource & Team Management

  Manage project staffing, resource allocation, and delivery capacity.

  Mentor, coach, and develop team members to strengthen technical capabilities and operational accountability.

  Drive team collaboration, performance management, and effective coordination across distributed teams.

  Foster a culture of ownership, continuous learning, and customer-centric service delivery.

  6. Process Improvement & Transformation

  Identify opportunities for automation, operational efficiency, and service improvement.

  Establish standardized processes to improve consistency, quality, and service delivery.

  Drive change management, release management, and successful client rollouts.

  Apply ITIL best practices, SDLC, and Agile methodologies to enhance operational effectiveness.

  Required Skills & Experience

  12+ years of relevant experience in IT, Healthcare IT, technology operations, or service delivery management.

  Strong experience in project management, production support, and service delivery operations.

  Proven experience managing customer-facing technology support teams in complex IT environments.

  Experience managing healthcare payer systems, preferably HealthEdge HealthRules suite.

  Strong understanding of core healthcare administration processes, including enrolment, claims processing, adjudication, and payments.

  Hands-on experience with service management tools such as ServiceNow and JIRA.

• Strong knowledge of ITIL practices, incident management, problem management, change management, and release management.

• Experience managing SLAs, operational metrics, service reports, SOWs, and Change Requests.

• Proven experience in vendor management and stakeholder engagement.

• Strong understanding of SDLC and Agile methodologies.

• Excellent planning, coordination, analytical, and problem-solving skills.

• Strong proficiency in MS Excel, PowerPoint, and management presentations.

• Excellent verbal and written communication skills, with the ability to interact effectively with customers, senior management, and cross-functional teams.

• Ability to manage multiple priorities, drive accountability, and deliver results in a dynamic environment.

  Educational Qualification

  Bachelor's degree or higher in Engineering, Computer Science, Information Technology, Business Administration, or a related discipline.

  12+ years of relevant professional experience in IT or Healthcare Management.

  What We Look For

  Strong customer focus and commitment to service excellence.

  Ability to lead teams and manage complex operational challenges.

  Proactive approach to risk identification, issue resolution, and continuous improvement.

  Strong leadership, decision-making, and stakeholder management capabilities.

  Ability to build collaborative partnerships across technology, business, and operations teams.

  Ownership mindset with a focus on delivering high-quality outcomes, operational stability, and customer satisfaction.