Service Delivery Manager

Role Overview :

Lead and coordinate three critical streams :

1. EDI Migration Project : Transition from legacy EDI platform (TrustedLink) to IBM Sterling B2B Integrator under a tight deadline.

2. L2/L3 Support Team : Manage ongoing support for the legacy EDI platform during migration and stabilization.

3. Azure Modernization Project : Collaborate with cloud engineering teams to plan cutover, handover, and transition of EDI workloads to Azure.

Additionally, drive process maturity by improving SOPs, governance frameworks, KPIs, and reporting standards across all streams.

Key Responsibilities :

Program Governance & Planning :

- Develop integrated program plans covering migration, support, and Azure modernization.

- Define milestones, dependencies, and risk mitigation strategies across all streams.

Cutover & Transition Management :

- Plan and execute cutover from legacy to Sterling and later to Azure.

- Ensure smooth handover of systems and documentation to cloud operations teams.

Process Improvement :

- Review and enhance existing SOPs for migration, support, and cloud transition.

- Establish governance frameworks for decision-making and escalation.

- Define and implement KPIs for delivery performance, SLA adherence, and quality.

- Standardize reporting templates and dashboards for leadership and client visibility.

Team Leadership :

- Manage composite teams (employees + vendor resources) across development, QA, support, and cloud engineering.

- Align resources and resolve conflicts across parallel projects.

Stakeholder Communication :

- Provide consolidated status updates to senior leadership and client.

- Prepare executive dashboards and transition readiness reports.

Budget Oversight :

- Track program financials and performance against SOW.

- Negotiate scope changes and manage invoicing approvals.

Risk & Issue Management :

- Maintain risk register for migration and cloud transition.

- Implement contingency plans for cutover failures or delays.

Compliance & Security :

- Ensure HIPAA and data security compliance during migration and cloud onboarding.

- Validate encryption and audit controls in Azure environment.

Required Skills & Qualifications :

Experience :

- 10+ years in IT program/project management with multi-stream delivery experience.

- Proven success in EDI migration projects, cloud transition programs, and process improvement initiatives.

Technical Knowledge :

- EDI standards (X12, EDIFACT), IBM Sterling B2B Integrator, legacy platforms (TrustedLink).

- Familiarity with Azure cloud services (IaaS, PaaS, networking, security).

Skills :

- Strong vendor management and multi-team coordination.

- Expertise in cutover planning, transition governance, and managed services.

- Ability to design and implement SOPs, governance models, KPIs, and reporting frameworks.

- Proficiency in project management tools (MS Project, JIRA, ServiceNow).

Certifications :

- PMP or equivalent preferred.

- ITIL Foundation for support governance.

- Azure Fundamentals (preferred).

Preferred Attributes :

- Experience in US Healthcare EDI (HIPAA compliance).

- Ability to manage tight deadlines and high-pressure environments.

- Strong communication and negotiation skills.

Performance Metrics :

- On-time delivery of migration and Azure transition milestones.

- SLA adherence for legacy platform support.

- Successful cutover with zero critical incidents.

- Improved SOP compliance and governance maturity.

- KPI-driven reporting accuracy and timeliness.

Skills

IT Service Delivery, Project Management, IT Project Delivery, EDI, Sterling Integrator, EDIFACT, Azure, PMP, ITIL