Senior Manager Service Delivery

About the role

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Responsibilities

• Manage daily operations for Gainwell’s MMIS and integrated Medicaid systems; ensure system availability, reliability, scalability, and performance meet SLAs and operational targets.
• Lead production support activities including monitoring, triage, issue resolution, and root cause analysis.
• Establish and maintain operational procedures, standards, and governance processes.
• Coordinate operational readiness activities for new releases and system enhancements.
• Develop operational metrics, dashboards, and executive reporting.
• Lead ITIL-based incident, problem, and change management processes; coordinate resolution of high-severity production incidents and facilitate war-room activities; conduct post-incident reviews and implement corrective/preventive actions; ensure proper documentation of operational issues, problems, workarounds, and resolutions; oversee change control processes and production deployment coordination.
• Support core Medicaid modules including Claims Processing, Provider Management, Member Eligibility, Prior Authorization, Care Management, Financial Management, Pharmacy Systems, Data Warehouse and Reporting; ensure compliance with CMS regulations, HIPAA requirements, and Medicaid operational standards.
• Monitor vendor performance against contractual SLAs and KPIs; collaborate with Account business operations, PMO, infrastructure, security, and application development teams.
• Coordinate release planning and production deployments; act as Production Gatekeeper ensuring operational acceptance criteria are met prior to implementation.
• Support CMS certification activities and operational readiness reviews; ensure compliance with HIPAA, CMS Medicaid Enterprise Standards, State security policies, data retention and audit requirements; coordinate operational support for audits and regulatory reviews.
• Identify opportunities to improve operational efficiency and system stability; drive automation initiatives for monitoring, alerting, batch operations, and reporting; implement operational best practices and process improvements; drive Root Cause Analysis (RCA) & permanent correction.

Requirements

• 7–10+ years of IT operations or Medicaid systems experience.
• 5+ years managing large-scale healthcare or Medicaid system operations.
• Experience supporting MMIS, Medicaid Enterprise Systems (MES), or healthcare payer platforms.
• Experience with production support and IT service management processes.

Qualifications

• Preferred Certifications: ITIL Foundation or ITIL v4 Certification; PMP Certification.

Benefits

• Generous, flexible vacation policy.
• 401(k) employer match.
• Comprehensive health benefits.
• Educational assistance.
• Leadership and technical development academies.

Pay

The pay range for this position is $108,400.00 - $154,800.00 per year; base pay may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience.