Service Delivery Manager at hc1 | Powderkeg

** 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.

This role will report directly to the VP of Service Delivery.

What you’ll do:

  • 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
  • Travel approximately 20% of the time

What you bring:

  • BS degree focused on Business 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 are we:
** hc1 Insights™ (hc1) is the leader in identifying real-time insights and risk signals in complex laboratory data. hc1 solutions empower thousands of laboratory locations to leverage the insights within their own data to optimize operations and inform testing and treatment decisions for millions of patients. ****

Why work with us?

  • Unlimited PTO & work flexibility
  • Paid Medical & Parental Leave
  • 401k Matching
  • Career planning, mentorships and professional development
  • Stock Options
  • Volunteer Opportunities
  • Wellness Programs

Compliance Training **
**All of our employees are responsible for adhering to federal and state privacy regulations. You will be required to Complete annual regulatory training and certification as required for the Healthcare Insurance Portability and Accountability Act (HIPAA) and other applicable regulations and policies as determined by hc1.

Join our Talent Community **
**Get a glimpse into our culture and perks by visiting and follow us on Instagram (@hc1dotcom) to get a day in the life at hc1.

hc1 is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations during the application process are available upon request.

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