Summary

We are seeking a dynamic and results-driven Manager, Service Delivery to lead the delivery of technology-enabled services within our Medi-Cal Business Operations. This role will be responsible for managing cross-functional technical business application team members, including software developers, application designers, engineers, architects and project managers (PMs), to ensure high-quality service delivery, operational efficiency, and continuous improvement across Medi-Cal business operations applications and systems.

Service Delivery Manager is a strategic, technical, and operational leader accountable for the performance, availability, improvements, and delivery of all business applications supporting the Medi-Cal Business Operations and account related services. This role drives IT service management (ITSM) maturity, ensures seamless operations, and enforces governance over system changes, incidents, and escalations.

Your role in our mission

• California residency required (Sacramento area preferred), remote opportunity
• Oversee end-to-end technical delivery of Medi-Cal business operations services, ensuring SLAs, KPIs, and compliance standards are met.
• Act as the primary point of contact for escalations and service performance issues.
• Collaborate with internal stakeholders across Client Delivery, Operations, IT Infrastructure teams and with external client or vendor teams (DHCS, IBM) to align service delivery with client-oriented business goals.
• Lead and mentor a technical team of software developers, application designers, engineers.
• Manage team: resource allocation, career development, set aligned objectives, drive performance feedback and reviews, promote a culture of accountability and learning.
• Lead the design, implementation, and continuous improvement of ITSM processes, leveraging the ITIL4 framework.
• Drive Agile/Scrum and Waterfall practices and ensure timely delivery of technical solutions.
• Provide guidance on system architecture, integration, and data flow across Medi-Cal business operations applications and platforms (e.g., call centers, claims processing, MMIS, member and provider communications).
• Ensure adherence to security, privacy (HIPAA), and interoperability standards.
• Lead daily operations stand-up meeting with all cross-functional operations and infrastructure teams, manage and escalate daily issues or incidents to timely resolution.
• Promote support to Release team for successful releases to build on project deliverables and compliance to client timelines.
•  Act as the business operations liaison to client leaders (e.g., CDL, AGM), participating in governance and planning meetings.
•  Represent business operations team at weekly status meetings, steering committees, and delivery reviews.
•  Partner with CDL and client delivery team to anticipate future needs, align on solution roadmaps, and maintain strong business relationships.
• Provide clear communication and detailed impact reporting during outages, escalations, and planned changes.
• Identify opportunities for process improvement, efficiencies and automation in Medi-Cal operations.
• Implement best practices in Agile/Scrum, waterfall, ITIL4, and service management frameworks.
• Monitor and report on service metrics, customer satisfaction, and operational health.

What we're looking for

• Bachelor’s degree in Computer Science, Information Systems, Business or related field (Master’s or PMP preferred).
• 7+ years of experience in IT service delivery, operations, or systems management, with at least 3 years in technical, service delivery or operations leadership role.
• Proficiency in ServiceNow, MS Teams and MS Suite, SAP, Jira.
• Familiarity with cloud (Azure, AWS) and infrastructure platforms.
• Knowledge of HIPAA, SOC and enterprise compliance frameworks for Medicare / Medicaid.

What you should expect in this role

• Opportunities to travel through your work (0-25%). Position based in California.
• This is a full-time permanent regular salaried (W-2) employee position.
• 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. Any exception requires manager approval prior to employee's Gainwell start date.
• Company provided computer for work use.
• For all hybrid and remote positions employees' Broadband Internet connections, should have a minimum speed of 24MBS download and 8 MBS upload.  Greater speeds will of course provide better performance.
• Video cameras must be used during all interviews, as well as during the initial week of orientation if hired.
• This position will remain posted to take applications until October 6, 2025.

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