{"id":3966081,"url":"https://alion.io/job/ust-delivery-manager-i-3","title":"Delivery Manager I","company":{"id":1774626,"name":"UST","domain":"ust.com","url":"https://alion.io/company/ust-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"RippleHire","truth_index":{"grade":"B","score":76,"open_postings":98,"ghost_share":0,"stale_share":0.969,"repost_share":0,"time_to_fill_p50_days":34,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Thiruvananthapuram, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":12,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-26T00:00:00Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-09T19:23:51Z","board_verified":true,"closed_at":null,"days_open":14,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":14},"description":"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.\nThis 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.\nKey Responsibilities\n1. 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. \n Coordinate with network, middleware, infrastructure, hardware, operating system, database, and application support teams to resolve technical issues. \n Manage customer escalations and ensure timely communication and resolution. \n Provide on-call support and coordinate critical production activities during after-hours and weekends, as required. \n3. Client & Stakeholder Management\nAct as a primary point of contact for customer interactions, operational reviews, and service delivery discussions.\n\nLead customer calls, prioritize business requirements, and drive issue resolution.\n\nCollaborate with onshore teams, offshore delivery teams, business stakeholders, and third-party vendors.\n\nBuild and maintain strong relationships with client executives, business leaders, and technology partners.\nDrive stakeholder alignment and ensure transparent communication on project progress, risks, dependencies, and escalations.\n4. Governance, Reporting & CompliancePrepare and deliver SLA reports, operational dashboards, and management status reports within defined timelines.\nEstablish and maintain governance frameworks, including RACI matrices, RAID logs, and Steering Committee reviews.\nMonitor service performance, identify operational risks, and implement mitigation plans.\nEnsure compliance with organizational policies, contractual obligations, regulatory requirements, and internal controls.\nManage vendor performance, SOWs, SLAs, and Change Requests.\n5. Resource & Team ManagementManage project staffing, resource allocation, and delivery capacity.\nMentor, coach, and develop team members to strengthen technical capabilities and operational accountability.\nDrive team collaboration, performance management, and effective coordination across distributed teams.\nFoster a culture of ownership, continuous learning, and customer-centric service delivery.\n6. Process Improvement & TransformationIdentify opportunities for automation, operational efficiency, and service improvement.\nEstablish standardized processes to improve consistency, quality, and service delivery.\nDrive change management, release management, and successful client rollouts.\nApply ITIL best practices, SDLC, and Agile methodologies to enhance operational effectiveness.\nRequired Skills & Experience\n12+ years of relevant experience in IT, Healthcare IT, technology operations, or service delivery management.\nStrong experience in project management, production support, and service delivery operations.\nProven experience managing customer-facing technology support teams in complex IT environments.\nExperience managing healthcare payer systems, preferably HealthEdge HealthRules suite.\nStrong understanding of core healthcare administration processes, including enrolment, claims processing, adjudication, and payments.\nHands-on experience with service management tools such as ServiceNow and JIRA.\n\nStrong knowledge of ITIL practices, incident management, problem management, change management, and release management.\n\nExperience managing SLAs, operational metrics, service reports, SOWs, and Change Requests.\n\nProven experience in vendor management and stakeholder engagement.\n\nStrong understanding of SDLC and Agile methodologies.\n\nExcellent planning, coordination, analytical, and problem-solving skills.\n\nStrong proficiency in MS Excel, PowerPoint, and management presentations.\n\nExcellent verbal and written communication skills, with the ability to interact effectively with customers, senior management, and cross-functional teams.\n\nAbility to manage multiple priorities, drive accountability, and deliver results in a dynamic environment.\nEducational Qualification\nBachelor's degree or higher in Engineering, Computer Science, Information Technology, Business Administration, or a related discipline.\n12+ years of relevant professional experience in IT or Healthcare Management.\nWhat We Look For\nStrong customer focus and commitment to service excellence.\nAbility to lead teams and manage complex operational challenges.\nProactive approach to risk identification, issue resolution, and continuous improvement.\nStrong leadership, decision-making, and stakeholder management capabilities.\nAbility to build collaborative partnerships across technology, business, and operations teams.\nOwnership mindset with a focus on delivering high-quality outcomes, operational stability, and customer satisfaction.","description_format":"text","description_chars":5943,"description_truncated":false,"requirements":{"experience_years_min":12,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital 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