IT Service Delivery Manager

As a core member of the account leadership team, the IT Systems Manager owns system health, enforces escalation and ownership protocols, and ensures all systems and services are optimized, secure, and aligned with contractual and business outcomes. This role is not a traditional Project Manager or HR People Manager, but is accountable for the systems team’s technical delivery, excellence, and cross-functional coordination.

Job Location & Mode: United States, Remote

Roles and Responsibilities

1)  Operational Oversight & Systems Health

• Own end-to-end system availability, performance monitoring, and operational continuity.
• Enforce defined escalation paths across L1–L5 tiers, ensuring no ownership gaps.
• Lead Root Cause Analysis (RCA) and implement permanent corrective actions for all major incidents (P1/P2).
• Maximize system updates, patches, and troubleshooting efforts.
• Responsible for defect tracking (PROD and non-PROD).
• Ensure system observability and lead rapid triage during outages or degradation events.
• Maintain operational compliance with HIPAA, state/federal policies, and internal audit controls.

2)  Technical Architecture & Modernization

• Guide infrastructure modernization initiatives such as cloud-readiness, refactoring, virtualization, and platform reengineering.
• Collaborate with architects and engineering teams to align with SOA, DevOps, and enterprise integration best practices.
• Implement security best practices, including access controls, data protection, SOC audits, and help with disaster recovery planning and execution.
• Coordinate with teams to remediate Security Vulnerabilities across systems.
• Champion technical innovation and recommend solutions to increase scalability, security, and automation.

 3)  ITSM & Service Delivery

• Lead the design, implementation, and continuous improvement of ITSM processes, leveraging the ITIL4 framework.
• Supervise Incident, Problem, Change, and Service Request Management across all system tiers.
• Responsible for MIM reporting and communication.
• Own, define and monitor KPIs and SLAs for service quality, proactively driving improvements.
• Manage second-level support teams and coordinate with L1 providers for seamless escalation and response workflows.

• Promote support to Release team for successful releases to build on project deliverables and compliance to client timelines.
• Oversee annual DR exercise.
• Support annual SOC audit.

4)  Driving Delivery Excellence

• Lead technical planning for system initiatives, migrations, upgrades, and risk mitigation efforts.

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• Understands organizational Policies and Procedures.
• Provide weekly defect reporting and change requests.
• Work closely with PMO for weekly/monthly reporting.
• Participate in project governance, CAB, and readiness assessments for production deployment approvals.
• Ensure successful alignment of technical execution with contractual obligations, security audits, and disaster recovery objectives.

5)  Stakeholder & Client Engagement

• Act as the primary systems liaison to client leaders (e.g., CDL, DHS, AGM), participating in governance and planning meetings.
• Represent systems at weekly status meetings, steering committees, and delivery reviews.
• Partner with clients to anticipate future needs, align on solution roadmaps, and maintain strong business relationships.
• Provide clear communication and detailed impact reporting during outages, escalations, and planned changes.

6)  Influencing Leadership & CSI Development

• Lead and coach technical and operations staff across multiple delivery areas.
• Set aligned objectives, drive performance feedback, and promote a culture of accountability and learning.
• Maintain an Ownership Map—ensuring every service/system has clearly defined primary and secondary owners.
• Encourage cross-training, succession planning, and bench strength development.

 Qualifications & Experience:

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field (Master’s or PMP preferred).
• 10+ years in IT systems engineering, operations, or infrastructure leadership (Medicare MIS or healthcare platform experience preferred).
• 5+ years in technical and service delivery leadership roles.
• Deep expertise in ITIL4, ITSM, and technical project execution within complex, regulated environments.
• Knowledge of HIPAA, SOC, and enterprise compliance frameworks.