Senior Manager Service Delivery

Summary

As a Delivery Manager at Gainwell, this role supports the Client Delivery Leader in driving account priorities, managing risks, executing strategic initiatives, and ensuring successful delivery across large, complex healthcare technology accounts. The Delivery Manager helps lead programs, functional areas, service improvements, demand forecasting, budgeting, client relationship management, and operational execution in support of Gainwell’s mission to improve the health and well-being of the members its clients serve. This role is best suited for an adaptable, business-minded leader with strong delivery, financial, workforce, and client management experience in Medicare, Medicaid, Public Health, or related technology environments.

Your role in our mission

• Work closely with the Client Delivery Leader to understand priorities, identify and mitigate risks, and execute assigned strategic initiatives through completion.
• Manage functional areas, department leaders, and critical programs on large accounts to ensure business solution objectives are met.
• Identify and lead process improvements, problem resolution activities, and leadership oversight where needed to strengthen delivery performance.
• Manage and develop demand forecasts with account teams under the guidance of the Client Delivery Leader to support planning and delivery of end-to-end services.
• Partner with functional areas and departments to interpret project plans, workload forecasts, and delivery results, providing guidance and counsel as needed
• Prepare, recommend, and oversee operating and personnel budgets, including monitoring spending, analyzing budget adherence, and recommending variances.
• Manage complex relationships between delivery and consumer groups to support strong client relations, resolve issues, and implement appropriate courses of action.
• Identify and manage service improvements that increase customer satisfaction and ensure projects meet client and company expectations.
• Partner with functional areas and departments to integrate new, enhanced, and existing service offerings for accounts.
• Participate in developing new business proposals and introducing new technology to enhance business solutions.
• Lead, train, evaluate, motivate, and develop employees to improve performance, development, and work product, while addressing performance issues and making personnel recommendations within company guidelines.
• Maintain accountability for overarching services and deliveries, including demand management and forecast accuracy.

What we're looking for

• Bachelor’s degree or equivalent combination of education and experience; master’s degree in business administration, engineering, information systems, or a related field preferred.
• Twelve or more years of support services, project, or program experience, including eight or more years of leadership or supervisory experience.
• Experience working in the technology industry, including familiarity with company products, operating systems, and proposal development.
• Experience working with Medicare, Medicaid, Public Health, or similar healthcare program environments.
• Strong business acumen, project management, analytical, problem-solving, communication, relationship-building, contract, budget, leadership, and organizational skills, with the ability to manage large workforces and work effectively in a team environment.

What you should expect in this role

• This is a full-time permanent regular salaried (W-2) employee position.
• Monday through Friday work schedule (40 hours per week).
• Company paid travel (10-15%) as needed.
• 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.
• The use of AI during interviews is prohibited.
• This position will accept applications until July 31, 2026.

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