HealthEdge: Senior Service Delivery Manager
30 Corporate Drive
Burlington, MA 01803

Employee Testimonials

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Senior Service Delivery Manager

Position Summary

The Sr. Service Delivery Manager (Sr. SDM) will be the primary delivery level interface point between HealthEdge and HealthEdge partner managed customers.  This role will serve to advise both HealthEdge partners and mutually owned customers on HealthEdge best practices for implementations and upgrades.  In this capacity, the Sr. SDM will collaborate with other SDM’s assigned to specific partner-owned customer projects which may include upgrades, implementations, custom code creation, delivery, and maintenance.

 Additionally, this role may also be the primary delivery management role for HealthEdge upgrade customers utilizing the HealthEdge optimized upgrade process.  The Sr. SDM is responsible for the success of the HealthEdge custom solutions deployed by the customers.

 The Sr. SDM ensures the provided business and technical services occur in accordance with the Statement of Work and Service Level Agreement with the customers. SDMs are accountable for overall performance as measured through Customer Satisfaction. The SDMs manage multiple customers communicating status, resolving issues, and identifying improvements. They are experienced in technical project management, ITIL processes, client demand forecasting, resource management and the ongoing management of customer relationships.

The SDMs establish policies designed to ensure consistently high service performance, monitor employees and evaluate customer feedback to develop quality improvement processes.

Responsibilities

  • Accountable for managing successful technical and business professional services delivery for strategic projects encompassing, HealthEdge partner organizations, core platform upgrades, and advisory.
  • Serves as the primary point of contact to the customers regarding overall and day-to-day service delivery.
  • Manage Agile Services offerings for strategic partners and customer upgrades.
  • Ensures that implementations and ongoing services are delivered on-time and meet customer requirements by maintaining tight control over the project schedule, risks, scope of work, budgeted hours and quality. Also, ensures SLAs and KPI as defined in the relevant contracts are met or exceeded.
  • Maintain HealthEdge project delivery best practices, and guide partner-managed implementations, upgrades, and ongoing service delivery according to HealthEdge defined best practices.
  • Manage and proactively resolve escalated customer issues including critical or severity 1 issues.
  • Ensures that operational teams and subcontractors maintain a clear understanding of the customer’s needs and priorities, and provides day-to-day customer advice and support.
  • Conduct periodic meetings with customer and delivery teams – daily status updates, service level requirements reviews, continuous improvement, change control and other informal meetings.
  • Identifies, manages and mitigates service risks – develops and implements a corresponding plan of action if risks materialize.
  • Anticipates, identifies and assesses complex issues – develops and implements a corresponding plan of action to bring an issue to resolution.
  • Ensures request, problem and change records are being updated regularly in SalesForce and with a level of detail expected by customers.
  • Builds and maintains strong and long-term customer relationships through clear and concise written and verbal communications, increasing trust and involvement, reducing ambiguity and conflict.
  • Motivate, inspire and mentor project team members to excel in service delivery. Responsible for managing all delivery resources assigned to their accounts on a day-to-day basis.
  • Publish regular project metrics, root cause analysis and trending to key stakeholders both internally and externally.
  • Partner with and develop positive relationships with representatives from other HealthEdge departments including Product Management, Engineering, and Customer Support; build trusting relationships with partners and vendors.
  • Navigate through ambiguity to solve problems using effective communication and team coordination with Service Management and Continuous Improvement mindset.
  • Performing all job functions consistent with HealthEdge and customer(s) standards, policies, processes and procedures, including those which govern handling PHI and PII.
  • Report to the Director of Delivery Services and support Agile Services Strategic direction of creating and selling new service offerings and capabilities.

 

Requirements/Qualifications

  • Bachelor’s degree in Computer Science, Engineering, MIS or a closely related field, or equivalent education/experience.
  • 8+ years of experience managing end to end delivery of professional services and solutions to customers in technical project management, AGILE project delivery, or technical team management within the health care payer industry.
  • 6+ years of experience in Maintenance and/or Managed Services as well as customer relationship management role for mid-size organization.
  • 6+ years of titled project management experience in health care software industry, preferably in health care payer domain.
  • Demonstrated experience in managing 5-6 upgrades/implementations related to Healthcare Payor products and services.
  • Demonstrated breadth and depth of operational service delivery management expertise, preferably in a global environment with a track record of achieving account financial objectives, including revenue/profitability, SLAs, specific account KPIs and the customer satisfaction targets.
  • Strong customer service orientation with ability to interface at all levels typically at senior manager/director level.
  • Ability to establish and enforce effective project methodologies and processes.
  • Demonstrated strong technical knowledge/aptitude.
  • Demonstrated ability to lead complex (matrix) project teams to deliver results.
  • Demonstrated sense of urgency and willingness to provide exceptional customer service. Ability to maintain composure and positive attitude when handling unexpected challenges and competing demands.
  • Ability to engage in process improvement and developing new efficient means of execution.
  • Excellent written, verbal communication and presentation skills. Strong analytical, interpersonal and relationship building skills.
  • Proficiency in AGILE Development Methodology.
  • Knowledge and exposure to Six Sigma, ITIL, CMM, Baldridge, Lean or other best practice frameworks.
  • Proficiency in MS Office applications (Word, Excel, PowerPoint, Visio)
  • Some travel may be required
Full-time

Employee Testimonials

Lynne Hollinsworth
Manager, Configuration Center of Excellence

"Having spent many years leading Operations departments for various health plans, I joined HealthEdge because of the opportunity to use my background and expertise in an independent contributor role. I was impressed by the Company’s modern and practical approach to administering a core administration system. I am extremely glad to have shifted my career focus, and the employee focused culture, forward thinking, and spirit of teamwork are the qualities I enjoy most about working at HealthEdge."- Lynne, Manager, Configuration Center of Excellence

 
Adam Kacenjar
Program Director, Clinical Solutions

"I joined HealthEdge in the early startup days and thrived on the creative chaos and opportunities. While the company has grown significantly over the past 15 years, I appreciate the changing pace - issues of scaling, performance, mastering quality - these are the challenges where we are focused."- Adam Kacenjar

Dannette Coleman
EVP, Business Development

"HealthEdge is not just a software company, we are a solutions company, partnering with our customers to drive forward their business strategies using our products and services." - Dannette, EVP, Business Development

Kelly Donovan
Controller

"I am lucky to be on a team that consistently works together, has each other’s backs and enjoys each other’s company! We are able to provide flexibility to team members as needed without diminishing our quality of work." -Kelly, Controller

Melissa O'Dowd
Senior Director, Product Marketing

“There’s so much innovation happening within our walls, new ideas coming into the organization, and a culture that embraces trying new things and continuously improving existing processes. Our start-up type culture within a big company makes it a vibrant place to work.”- Melissa O'Dowd, Senior Director, Product Marketing

Simon Levin
Technical Director

"I work at HealthEdge because it always presents me with new challenges which require professional and personal growth, and such growth is always rewarded by HealthEdge with career advancements and job satisfaction." -Simon, Technical Director

Sarah Clark
VP, Continuous Improvement

“I like working at HealthEdge because I am part of a team that knows how to collaborate, focus on value and continuously improve. I choose HealthEdge because our technology is changing the healthcare industry for the better.” -Sarah, VP, Continuous Improvement

Gail Caldera
Technical Writer

"I love working at HealthEdge because it is a forward-thinking company with a positive and open culture that supports the well-being of the people while providing innovative products that are invaluable. The culture promotes collaboration, teamwork and open communication. Everyone here counts, everyone is heard, and everyone supports eachother to grow and succeed." - Gail, Technical Writer

Marvin Matthews
VP, Project Management and PMO

"I joined HealthEdge to be part of a growing organization that is on a trajectory in becoming the leader in the payer market. The HealthEdge mission and core values were contributing factors for me becoming member of the Professional Services leadership team. As the Leader of the Project Management Team and Project Management Office, I am charged with attaining, retaining, and enabling high performing associates to deliver our next generation solutions to customers in order to support achievement of their strategic business objectives. HealthEdge is vested not only in products and services but talented people, providing an atmosphere of collaboration, innovation, diversity, and fun. Come join my team and be part of this great journey." - Marvin, VP, Project Management and PMO

Dave Paquette
Director, Infrastructure Engineering

"I came to HealthEdge for an unmatched opportunity to further my career in IT with a growing business." -Dave, Director Infrastructure Engineering

Chris Bulkley
VP, Customer Support

"What stands out to me when I'm hiring is a customer-focused drive, a passion for problem solving and a desire to be part of something bigger than themselves." -Chris, VP of Customer Support

Sarang Muralidharan
VP, Solutions Management

“I joined HealthEdge for the opportunity to be part of a growing company that is transforming and modernizing how health plans deliver services to their customers. I am excited to be part of a highly skilled team and look forward to further developing our implementation services and enabling our clients to better compete in the market by taking advantage of the latest tools and features of our products.” -Sarang, VP, Solutions Management

Abe Gutierrez
Technical Account Associate

“HealthEdge's culture is one that makes you feel comfortable to ask questions, where everyone is willing to help” -Abe, Technical Account Associate

Janice Grenda
HR Generalist

"I started at HealthEdge just over 3 years ago as a receptionist and was given chances to learn and grow. I quickly moved into HR where I was given even more opportunities to develop new skills for my career. I love that I am given the chance to use my strengths and overcome my weaknesses too! I am also fortunate to be a part of a great team," - Janice, HR Generalist

Michele Forlenza
Account Executive

“I am really enjoying every aspect of my role and the organization. I love that no matter what you are working on there is no one in the company that isn’t willing to roll up their sleeves and help out. From the top down it really is a team environment.”- Michele Forlenza, Account Executive

Melissa Maulding
Senior Director, Business Consulting Services

"During my interviews, with HE, I experienced the phenomenon that had been described to me. I was excited by the energy of the team/family feeling I experienced. It was very evident that everyone was inspired and dedicated to both the future of the products but also to each other. As well, it was obvious that they were all truly devoted to client success. I knew I wanted to be part of that family and that I wanted to contribute to the overall future success" - Melissa, Senior Director of Business Consulting Services

Danyi Cai
Site Reliability Engineer

“I joined HealthEdge to be part of building a next-generation product in a collaborative environment where innovative ideas are encouraged. I was attracted greatly by the management team and its vision, ambition and approachability.” - Danyi, Site Reliability Engineer

Sandhiya Krishnan
Agile Coach

“As an agile coach, I am glad to be part of a highly skilled team which is open to all the new methods and ideas to make them #1 in the healthcare software market.”- Sandhiya, Agile Coach