SERVICE DELIVERY MANAGER

MAKE A DIFFERENCE AT OCHIN

OCHIN is a nonprofit leader in health care innovation and a trusted partner to a growing national provider network, delivering the clinical insights and tailored technologies needed to expand patient access, strengthen care teams, and improve the health of rural and medically underserved communities.

We are hiring for a number of new positions to meet increasing demand. When you choose to join OCHIN, you have the opportunity to continuously grow your skills and do meaningful work to help fulfill our vision of good health and well-being for everyone.

At OCHIN, we value the unique perspectives and experiences of every individual and work hard to maintain a culture rooted in our values.

Founded in Oregon in 2000, OCHIN employs a growing virtual workforce of more than 1,400 skilled professionals, working remotely across 49 states. We offer a generous compensation package and are committed to supporting our employees’ entire well-being by fostering a healthy work-life balance and opportunity for professional advancement. We are curious, collaborative learners who strive to live our values every day. OCHIN is excited to support our continued national expansion and the increasing demand for our innovative tools and services by welcoming new talent to our growing team.

Work Authorization

Candidates must be legally authorized to work in the United States on a permanent basis at the time of application. This position is not eligible for employment visa sponsorship now or in the future. OCHIN does not provide sponsorship for employment-based visas or transfers of existing employment-based visas.

Position Overview:

The Service Delivery Manager serves as a key operational leader within the Office of the COO, responsible for designing, implementing, governing, and continuously improving enterprise service management capabilities that drive exceptional customer experiences and scalable operational performance.

This role combines strategic program leadership with operational oversight to ensure service delivery work progresses efficiently, risks are proactively managed, and organizational priorities remain aligned with OCHIN's customer service vision. Leveraging service management frameworks, operational analytics, ticket management systems such as Jira, business intelligence and reporting platforms such as Tableau, and governance processes, the Technical Program Manager develops standardized service delivery practices, monitors organizational performance, identifies barriers to execution, and drives continuous improvement across customer-facing and technical support functions.

The successful candidate will partner closely with Install, Maintenance, Product, Revenue Cycle Services, IT, Project Management, Member Excellence, and internal administrative teams to create sustainable service delivery models that improve quality, consistency, accountability, operational efficiency, and member outcomes.

Essential Functions:

Service Management Program Development

• Lead the development, implementation, and continuous improvement of enterprise service management programs and strategic initiatives.
• Design standardized service management frameworks, workflows, governance models, and operational processes that support consistent service delivery.
• Establish and mature key service management disciplines, including:

o Incident Management

o Problem Management

o Change Management

o Service Request Management

o Knowledge Management

o Major Incident Management

o Escalation Management

o Service Level Management

• Develop scalable processes that support organizational growth and evolving member needs.
• Ensure alignment of service management practices across operational and technical teams. identify opportunities to simplify workflows, reduce operational complexity, and improve service outcomes.

Service Delivery Monitoring & Operational Oversight

• Monitor organizational work queues, backlogs, workflows, and service operations using related service management and reporting tools such as Jira and Tableau.
• Identify stalled, aging, high-risk, escalated, or unassigned work and proactively engage stakeholders to address barriers.
• Maintain visibility into operational health and service delivery performance across multiple teams.
• Track adherence to service commitments, SLAs, and organizational performance expectations.
• Surface operational risks, recurring issues, and emerging trends that may impact service quality or member experience.
• Facilitate escalation management processes to ensure timely resolution of critical service issues.

Process Design & Continuous Improvement

• Lead cross-functional initiatives to improve customer, member, and employee experiences.
• Facilitate workshops to document current-state processes and design future-state workflows.
• Develop standard operating procedures, governance standards, policies, and process documentation.
• Analyze operational data to identify bottlenecks, recurring issues, inefficiencies, and improvement opportunities.
• Lead root-cause analyses and implementation of sustainable corrective and preventive actions.
• Apply continuous improvement methodologies to enhance efficiency, consistency, service quality, and operational effectiveness.

Governance & Organizational Maturity

• In partnership with OCHIN’s governance team, establish governance structures that support accountability, prioritization, decision-making, and service excellence.
• Develop organizational standards for intake management, work management, escalation handling, service reporting, and issue resolution.
• Create maturity roadmaps and multi-year improvement strategies for service delivery and service management capabilities.
• Monitor process adoption and effectiveness across impacted teams.
• Facilitate governance forums, steering committees, operational reviews, and service performance meetings.

Cross-Functional Coordination & Accountability

• Build strong partnerships across Install, Maintenance, Product, Revenue Cycle Services, IT, Project Management, Member Excellence, and internal administrative teams.
• Influence stakeholders and leaders without direct authority to advance priorities and achieve desired outcomes.
• Coordinate complex initiatives that span multiple departments and functions. Facilitate follow-up and accountability discussions to ensure commitments are met and work progresses as planned.
• Serve as a trusted advisor on service delivery excellence, operational effectiveness, and service management best practices.

Metrics, Analytics & Performance Management

• Develop and maintain executive dashboards, operational scorecards, Jira dashboards, JQL queries, Tableau reports, and reporting frameworks.
• Define KPIs, SLAs, operational metrics, and performance measures that support service management objectives.
• Monitor workload health, throughput, backlog performance, aging work, service quality, and customer experience measures.
• Translate operational data into actionable insights and recommendations for leadership.
• Provide executive-level visibility into program performance, service health, risks, dependencies, and improvement opportunities.
• Measure effectiveness of implemented processes and recommend enhancements based on outcomes and organizational needs.

Organizational Change Management

• Develop and execute change management strategies supporting adoption of new service delivery processes and service management models.
• Create communication, engagement, and training plans for impacted stakeholders.
• Support operational leaders in implementing governance expectations and performance management practices.
• Monitor adoption, readiness, and effectiveness throughout program implementation.

Other duties as assigned