Coordinates moderately complex to complex activities of functional areas or of department account leads to ensure that business solution objectives are met.
Interprets demand forecasts and assists functional areas or departments in planning and delivering end-to-end services.
Oversees account specific service problems and the prioritization of work requests.
Maintains records of expenditures to ensure that costs do not exceed approved budgets.
Identifies and escalates issues related to budgetary compliance in relation to expenditures.
Coordinates communications between functional areas or departments and clients to ensure that integration of new, enhanced and existing service offerings meet client specifications.
Assists in developing new business proposals and introducing new technologies to enhance competitiveness of company products and services.
Identifies service improvements to increase customer satisfaction.
Communicates improvement needs to appropriate parties to ensure timely implementation and to maintain client satisfaction.
Ensures delivery of projects meet client and company expectations and needs.
Provides leadership and work guidance to less experienced personnel.

Requirements

Bachelor’s degree in Business Administration, Information Technology, or related field.
Five (5) or more years of experience in service delivery management, SLA management, or IT service management.
Strong understanding of how service levels are configured within ServiceNow SLA Tables, and the ability to identify workflow issues contributing to SLA underperformance.
Proficient in using SLA management and reporting tools (e.g., ServiceNow, Jira).
Strong understanding of service management frameworks (e.g., ITIL, COBIT).
Excellent communication and negotiation skills, with the ability to work effectively with clients, senior leadership, and cross-functional teams.
Familiarity with Gainwell Technologies’ service offerings and industry sectors, especially healthcare or Medicare/Medicaid related services.

Benefits

Health (medical, dental, vision) benefits start on day 1 of employment.
Company match 401K and other benefits available within months of starting.
New employees are eligible to take advantage of flexible vacation policy after ninety (90) calendar days of employment.
Company provided computer for work use.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

service delivery managementSLA managementIT service managementservice level configurationworkflow issue identificationservice management frameworksITILCOBIT

Soft Skills

communication skillsnegotiation skillsleadershipguidanceclient satisfactioncross-functional collaboration