Service Delivery Manager

Position Overview

As a Service Delivery Manager at Zelis, you will be responsible for ensuring reliable, efficient, and value-driven service delivery by integrating Lean thinking, Kanban flow management, and ITIL best practices into our overall platform operations. This cross-functional leader will own the end-to-end lifecycle of incident and problem management, drive root cause analysis and corrective actions for service disruptions and monitor and optimize service performance. You will work closely with IT, engineering, product, and business stakeholders to build a culture of transparency, process rigor, and continual improvement.

What You’ll Do

Individual Contributor Role

Travel up to 25%

• Oversee Incident and Problem Management processes to ensure rapid resolution of issues affecting payments processing and SLAs, KPIs, and compliance requirements are consistently met
• Partner with engineering leaders to integrate Lean-Agile Service Management practices (e.g. Kanban, Scrum) into support workflows to improve responsiveness and adaptability
• Drive root cause analysis and corrective actions for service disruption
• Deliver complex technical projects and initiatives to enable platform modernization, scalability, and security
• Empower Production Support and IT Operations team to enhance service delivery and service improvement cadences through coaching and facilitation
• Manage all Prod Support/IT Operations KPIs, SLAs, SLOs, and other performance metrics.
• Build reporting structures that highlight performance trends across systems, support functions, and client-facing operations.
• Create and maintain dashboards and reports that communicate progress to internal leadership and executive stakeholders.
• Ensure timely intake, categorization, tracking, resolution, and post-mortem analysis of issues impacting internal operations or deliverables.
• Coordinate with UAT, SRE, and Automation teams to drive prioritized backlog execution.
• Lead status updates, risk mitigation planning, and project delivery timelines for internally sponsored projects

What You’ll Bring to Zelis

• Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or a related field (or equivalent experience).
• 8+ years of IT Operations, Program Management, or Technical Delivery experience
• 3+ years managing or coaching Agile Service Delivery Teams within an IT or production support organization
• Strong experience with incident/problem/change management processes (ITIL or similar)
• Demonstrated expertise in leading complex, cross-functional technical initiatives using lean and agile methodologies.
• Proficiency in Jira, Confluence, and visualization tools (Power BI, Tableau, or Splunk)
• Strong leadership and communication skills, with experience influencing stakeholders and driving collaborative decision-making.
• Proficiency in risk management within agile projects, ensuring adaptive planning and timely delivery.
• Analytical mindset with the ability to leverage data to optimize service operations and improve delivery outcomes.
• ITIL, Kanban, CSM, or PMP certifications are a plus

Our Values and Culture

We are always thinking about life beyond the laptop and how we can drive positive change for our clients, our associates, and our communities. Our IMPACT Value Behaviors are how we elevate that thinking and turn it into action:

• Drive Innovation
• Embrace a Growth Mindset
• Put People First
• Act With Agility
• Champion Collaboration
• Build Trust

We look at the big picture when it comes to our associates and our culture. We work to effectively build a thriving, exciting experience for our associates. We leverage these values to continuously evolve an award-winning culture that has a longevity greater than the novelty of a ping pong table in the break room. Our idea of a great workplace is where we can show up as our authentic selves—which is the best way to bring together extraordinary talented people who feel empowered to make a positive IMPACT.

A Lot of Respect

This is a collaborative organization where everyone is on your team. Each person—from the newest intern to the CEO—is in their position because they are an expert, and they view you with the same lens. No matter who you are, where you sit in the organization, or the span of your tenure, everyone at Zelis is treated with respect.

We respect your time (so much so that we aren’t asking you to write a cover letter). We make sure you have time to focus by offering Meeting-Free Wednesdays as well as time for you with ZelisCares Fridays early dismissal. We respect and prioritize work-life balance. With flexible PTO, a hybrid/remote work environment, and a culture that encourages disconnecting after hours, we ensure you have the time and space to manage life’s surprises and fully engage outside of work. Working “9 to 5” isn’t just a hit song; we respect business hours and promote wellness offerings to keep you at your best, both on and off the clock. We respect diverse opinions. There are always seats at the table, and we’re eager to add more chairs. We continue to build our Diversity, Equity, and Inclusion initiatives including trainings, guest speakers, associate-led Business Resource Groups, in-office DEI events, and more. We respect that everyone has different needs. With this in mind, Zelis has built and continues to add to our benefits offerings by including medical, dental, 401k, fertility and family building, education assistance, pet insurance, menopause and midlife care, and more. We respect YOU. As an Equal Opportunity Employer, we believe that everyone’s voice has a place in the chorus. We encourage members of traditionally underrepresented communities to apply.