Service Delivery Leader (Remote in USA)

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

As a Service Delivery Leader, you will play a key role in managing all aspects of service delivery for Gainwell Technologies. You will be a trusted delivery advisor to the Client Delivery Leader (CDL), responsible for all aspects of service delivery assigned to customer accounts. You will ensure best-in-class delivery through seamless integration of capabilities across Gainwell teams, consistently exceeding customer expectations by maximizing the value delivered and optimizing Gainwell's profitability. We have a proven reputation for building and delivering impactful solutions. Join us in our mission to support underserved communities by improving public health outcomes and ensuring that the most vulnerable can lead healthier, happier lives - today and tomorrow. Gainwell empowers you through innovative technologies and solutions to deliver better health and human services outcomes. When joining Gainwell, you become an integral part of our mission, supported by a team that values your expertise and contributions.

Your performance will be evaluated based on how effectively you manage maintenance and operations with a focus on profitability, process improvement, and efficient resource use. Customer satisfaction-measured through CSAT, NPS, and other feedback-along with customer retention, will also factor into your evaluation. We will consider input from matrixed teams, compliance with SLAs, and overall operational metrics. Finally, your commitment to personal and professional development, including training and continuous improvement efforts, will be an important part of your growth and success in this role.

Your role in our mission

• Support the CDL across all customer needs as a Subject Matter Expert for the Delivery organization. This includes knowledge of Systems and Operations for State and Local Health and Human Services and prior experience as a Delivery Leader.
• Develop a comprehensive understanding of customer contracts, including a deep insight into T&Cs and their impact on delivery.
• Coordinate closely with Gainwell's infrastructure, security, and IT teams to ensure comprehensive coverage for service delivery. Work with implementation, engineering, product management, and other relevant teams for new service introduction and enhancements.
• Implement and manage systematic delivery status reporting to the customer and Gainwell, tailored to the audience's needs.
• Nurture strong connections with shared service leaders to personalize services for the customer and build relationships at all levels of the customer organization.
• Establish and implement a consistent data- and metrics-driven governance approach with clear and systematic escalation processes within Gainwell, up to the COO if necessary.
• Handle recruitment, coaching, mentoring, performance management, and other people management responsibilitie.
• Program Director with extremely well-developed and demonstrated program management skills and the ability to navigate both strategic and tactical aspects of delivery management? Do you have the ability to inspire confidence with the client and Gainwell leadership.
• Prior experience in managing ongoing Maintenance and Operations in the State and Local Health and Human Services space focused on Medicaid Management Information Systems using Interchange (EDI).
• Strategic thinker with strong financial acumen skilled in striking the right balance between maximizing client value while optimizing costs.
• Expert collaborator expert at working within deeply matrixed environments across large teams.
• In-depth understanding of the Healthcare/Medicaid business, clients, and solutions.

What we're looking for

• 5+ years of delivery leadership (supervisory) with skills to manage a team of technical personnel, business analysts, and project managers in a matrixed environment
• Technical and subject matter experience in MMIS and experience in managing ongoing maintenance and operations
• 5+ years of Program/ Project management expertise (PMP preferred)
• Customer facing skills with proven background of interacting with client leadership
• Bachelor's degree (preferably in Engineering, Computer Science or business) required

What you should expect in this role

• Opportunities to travel through your work for necessary Account/Cli
• 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.
• Post-hire a company computer will be sent to new hire for work use only.
• 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 until January 26, 2026.

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The pay range for this position is $100,800.00 - $144,000.00 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.