Manager, Service Delivery
About the role
The Manager, Service Delivery at Presence is responsible for owning the day-to-day service delivery performance for a portfolio of school district accounts. This includes converting booked revenue into realized revenue by ensuring referrals are activated quickly, providers are fully utilized, and services are delivered successfully. The role involves leading a team of Service Delivery Specialists and serving as the primary operational owner of district outcomes.
This role supports the Director, Service Delivery in delivering predictable and scalable revenue outcomes. Employees are expected to be available on-camera during Core Working Hours (Monday - Friday, 12 - 5 p.m. ET) with standard business hours of 9 a.m. - 6 p.m. in their local time zone. Up to 10% travel may be required to help connect in-person in a meaningful way.
Responsibilities
- Own service delivery outcomes across an assigned portfolio of school districts.
- Drive conversion of referrals into active services to maximize revenue realization.
- Monitor referral flow, provider utilization, and service delivery performance against targets.
- Identify risks to revenue attainment and implement mitigation plans proactively.
- Maintain accurate forecasts for referral volume, service activation, and delivery capacity.
- Ensure district contracts are executed in alignment with agreed service commitments and timelines.
- Partner with Director, Service Delivery to achieve portfolio revenue goals.
Team Leadership & Coaching
- Lead and develop a team of Service Delivery Specialists.
- Establish clear expectations, priorities, and performance standards.
- Conduct regular coaching, performance reviews, and development conversations.
- Foster a culture of accountability, collaboration, customer focus, and operational excellence.
- Ensure team adherence to established service delivery processes and escalation protocols.
Service Delivery Execution
- Own the daily operational management of district accounts.
- Ensure referrals are processed efficiently and assigned appropriately.
- Optimize provider caseloads and utilization to maximize service capacity.
- Monitor key delivery metrics and take corrective action when performance falls below targets.
- Execute service delivery playbooks and operational standards consistently across accounts.
District Partnership & Collaboration
- Serve as the primary operational contact for district service delivery needs.
- Build trusted relationships with district stakeholders through proactive communication and problem-solving.
- Partner with Account Management to support renewals, expansions, and customer satisfaction initiatives.
- Collaborate with service delivery leadership, empowerment/recruiting, revenue teams, credentialing, and enablement teams to remove barriers to service delivery.
- Escalate strategic account risks and opportunities to leadership as appropriate.
Escalation Management & Recovery
- Manage district service delivery escalations and resolution plans.
- Lead recovery efforts when service delivery, utilization, or revenue performance is at risk.
- Ensure timely communication and follow-through on corrective actions.
- Document risks, trends, and lessons learned to improve future execution.
Continuous Improvement
- Analyze performance data to identify trends and opportunities for improvement.
- Recommend process enhancements that improve referral velocity, utilization, customer experience, and revenue realization.
- Contribute feedback to leadership regarding operational workflows, systems, and service delivery playbooks.
- Support implementation of new processes, tools, and operational initiatives.