Zelis · 20 hours ago
Service Delivery Manager
St Louis, MO
Full-time
Hybrid
Senior Level, Lead/Staff
$105K/yr - $140K/yr
8+ years expZelis is modernizing the healthcare financial experience across payers, providers, and consumers. As a Service Delivery Manager, you will ensure reliable and efficient service delivery by integrating Lean and ITIL best practices, managing incident and problem lifecycles, and collaborating with cross-functional teams to drive operational excellence.
FinanceFinTechHealth Care
No H1B
Responsibilities
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
Qualification
Required
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
Preferred
ITIL, Kanban, CSM, or PMP certifications are a plus
Benefits
401k plan with employer match
Flexible paid time off
Holidays
Parental leaves
Life and disability insurance
Health benefits including medical, dental, vision, and prescription drug coverage
Company
Zelis
Zelis is modernizing the healthcare financial experience for all.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$20.15MKey Investors
Mubadala
2024-12-04Private Equity
2020-01-05Private Equity· $20.15M
2019-01-01Private Equity
Leadership Team
Amanda Eisel
Chief Executive Officer
Brian Gladden
Chief Financial Officer
Recent News
2025-12-10
2025-12-04
FF News | Fintech Finance
2025-11-13
Company data provided by crunchbase