Service Delivery Supervisor- REMOTE (ME)

Date: Jun 23, 2025

Location:

Any city, ME, US, 99999

Req ID: 31596

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

The Supervisor, Service Delivery is responsible for overseeing the day-to-day operations of a service delivery team to ensure efficient, high-quality, and timely services to clients or internal departments. This role involves managing staff performance, tracking service metrics, handling escalations, and continuously improving service delivery processes to meet or exceed SLAs (Service Level Agreements).

Your role in our mission

Supervise, coach, and lead a team of service delivery professionals to ensure optimal performance.
Monitor daily operations and workload distribution to meet productivity and quality standards.
Track and analyze service metrics, including response times, resolution rates, and customer satisfaction.
Handle escalated issues and complaints in a professional and timely manner.
Develop and implement strategies to improve service delivery efficiency and customer satisfaction.
Collaborate with cross-functional teams (IT, HR, Customer Support, etc.) to align service delivery objectives with organizational goals.
Conduct regular team meetings, training sessions, and performance reviews.
Ensure compliance with company policies, procedures, and quality standards.
Prepare reports and provide updates to senior leadership on team performance and project status.
Assist in workforce planning, recruitment, onboarding, and training of new staff.

What we're looking for

Associate’s or Bachelor’s degree in Business, Management, or related field (or equivalent work experience).
3+ years of experience in service delivery, operations, or customer service, including at least 1 year in a supervisory or leadership role.
Strong understanding of service delivery principles and SLAs.
Excellent communication, leadership, and conflict-resolution skills.
Proficiency in using service management tools (e.g., ServiceNow, Salesforce, Zendesk) and Microsoft Office Suite.
Ability to multitask and prioritize in a fast-paced environment.
Analytical thinking with a focus on continuous improvement.

What you should expect in this role

Experience in healthcare is a required.
Knowledge of learning analytics and data-driven training improvements.
Remote position.

#LI-REMOTE #LI-JW1

The pay range for this position is $55,500.00 - $79,300.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.