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Service Delivery Manager

Details

TailorMed is a technology startup on a mission to make healthcare more accessible and affordable for U.S. patients. To solve such a complex challenge, it takes a village, or as we say at TailorMed, a network! We’ve built the nation’s largest network of providers, pharmacies, partners, and life sciences companies who have joined us in making treatment affordable for all patients across all medical conditions.

The TailorMed network is powered by a suite of advanced solutions designed to proactively identify patients who need help the most, match them to all available financial resources, and most importantly, make it easy for patients to utilize those resources.

This is what we mean by “moving mountains for patients” and we’re ridiculously passionate about it.

 

The Service Delivery Manager will be responsible for driving service efficiency and improving performance across our tech-enabled service offering. This role is hands-on and requires someone who will enhance the efficiency and effectiveness of the team by identifying areas for optimization and implementing process improvements. This role involves both strategic and operational responsibilities, requiring strong service management understanding, coaching, training, and problem-solving skills.

Responsibilities

  • Develop and implement KPIs and performance metrics
  • Monitor service performance metrics (SLAs, KPIs) via shadowing and performance reviews to ensure the team is meeting or exceeding service targets
  • Analyze performance data to identify trends, areas of improvement, and best practices.
  • Prepare detailed reports on service performance and make data-driven recommendations to improve outcomes
  • Work collaboratively with team members to implement process changes and ensure alignment with overall goals
  • Conduct regular reviews of processes and procedures to ensure they remain efficient and effective
  • Develop a detailed performance improvement program and execute on it in an iterative way and measure improvement on each iteration
  • Propose best practices for improved performance over the TailorMed platform
  • Generate and present regular reports on team performance and process improvements
  • Provide actionable insights and recommendations based on performance data analysis
  • Ensure accurate and timely reporting of all performance-related metrics
  • Work closely with the team manager and other stakeholders to align team performance with organizational objectives

Requirements

  • Bachelor’s degree in business administration, management, healthcare administration, or a related field
  • Minimum of 5 years of experience in service delivery, operations management, or a related role, preferably in the healthcare or digital services industry
  • Knowledge of service management frameworks and process optimization techniques
  • Excellent analytical, problem-solving, and decision-making skills
  • Exceptional communication and interpersonal skills, with the ability to present complex information clearly and concisely
  • Proven ability to work collaboratively in a team-oriented environment
  • High level of integrity and attention to detail
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