Service Delivery Manager at hc1 | Powderkeg

**Your purpose: **

We are looking for a customer-centric Service Delivery Manager (SDM) to join our Services & Analytics team. The SDM is a high-energy change agent, who is passionate and results-oriented with a consultative and analytical mentality. Our SDM’s are responsible for ensuring client success within our service offerings including project management, business process analysis, and operational account management. These valuable contributors serve as leaders dedicated to exceptional results and effective management to deliver quality service with cross-functional teams.

**What you will be doing: **

  • Develop a detailed project plan to track progress and maintain control of project scope, schedule, and cost
  • Perform risk management and measure project performance using appropriate systems, tools, and techniques
  • Direct management of customer activation and other projects collaborating with external key stakeholders and other hc1 teams
  • Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews
  • Take accountability for service delivery performance, meet customer expectations, and drive future demand
  • Maintain high performance levels for service-related processes, and implement improvement activities wherever necessary
  • Provide accurate and regular reports to the management on performance of the service delivery
  • Build partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise
  • Be consultative by identifying customer needs; oversee service delivery within the business context to ensure alignment between project deliverables and client’s strategic goals
  • Must be prepared for some travel (20%)

Your skills & experiences:

  • BS degree or higher with focus on Business Administration or Technology - or equivalent work experience
  • Extensive understanding of project management principles, methods and techniques; PMP certification is preferred, but not required
  • Technical background, with understanding or hands-on experience in software development and web technologies
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
  • Exceptional customer-facing skills
  • Effective planning, prioritization and problem-solving skills; proven track record in managing implementation projects
  • Readiness to demonstrate a proactive attitude
  • Excellent verbal and written communication skills

**Who we are: **

hc1 is the leader in clinical insight, analytics, and solutions for precision health. The hc1 Precision Health Cloud™ organizes volumes of live data, including lab results, genomics and medications, to deliver solutions that ensure that the right patient gets the right test and the right prescription at the right time. Today, hc1 powers solutions that optimize diagnostic testing and prescribing for millions of patients nationally.

Job Summary
  • Job Title
    Service Delivery Manager
  • Company
  • Location
    Indianapolis, IN
  • Employment Type
    Full time
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