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Cloud Service Delivery Manager
The Cloud Service Delivery Manager at Materion Health is responsible for the strategic management of IT service delivery, compliance with SLAs, and the financial management of budgets exceeding $50 million in the healthcare sector. The position requires more than 10 years of experience, particularly in managing complex cloud and SaaS solutions and in negotiating major contracts.
Job Description
- Job Title: Cloud Service Delivery Manager
- Work Location: Boston, MA, United States, or Charlotte, NC, USA
- Employment Type: Full-time
- Salary: $143,177
Tasks
- Monitoring Service Delivery: Product Development, Service Integration, and Customer Service
- Customer Relationship Management: Key Account Management, Service Optimization, and Successful Service Delivery
- Financial Performance: Maximizing Contract Revenue to Achieve Financial Goals Through Effective Management
- Business and Planning: Forecasting and planning, budget management, strategic planning, implementation of measures
- Business and Planning: Entering into contracts with the manufacturing division in the areas of sales, licensing, and/or purchasing
- Planning and coordinating projects and resources to ensure the smooth delivery of patient services
- Ensuring customer support and satisfaction through SLAs, monitoring KPIs, and cost performance
- Leading cross-functional project teams and proactively ensuring problem-solving and delivery
- Collaboration with IT and service providers to support clinical operations
- Establishing and improving operational processes, achieving cost reductions and product improvements
- Leading cross-departmental initiatives/services as needed
- Collaborating on operational KPIs and ensuring continuous improvement to deliver high-quality, patient-centered care
- Development and Maintenance of an Optimal Workforce and IT System
- Planning and implementing continuous quality improvement initiatives
- Development and maintenance of operational plans and KPIs
- Ensuring that security standards comply with risk management policies, service delivery, and internal company policies
- Serve as a central point of contact for major service incidents and major changes
- Introduction to and Management of Service Incident Management at Various Times and Stages
- Leading the problem-solving process to identify recurring problems and determine possible solutions
- Guidance on problem-solving to identify symptoms and determine possible solutions
- Conducting site visits to support regional clinical operations, coordination, and problem-solving
- Building relationships with clinical leaders and senior management as a customer-focused account lead
- Building strong partnerships with engineering, security, analytics, development, compliance, and application teams
- Responsibility for the annual operating budget, forecasts, and cash flow planning
- Leading strategic value stream workshops with stakeholders (CTO, Operations, Product) to develop a strategic roadmap
- Leading the implementation of clinical service strategies to ensure customer satisfaction
- Manage and optimize IT service delivery to ensure that stakeholders receive high-quality and timely services
- Leadership and management of several cross-functional teams
- Negotiating project contracts and managing the financial aspects (revenue, costs, and margin) of projects
- Providing strong leadership for service delivery teams; establishing and maintaining standard operating procedures for service delivery
- Promoting a culture of continuous improvement, driving service management teams to reduce costs and improve service delivery performance
Job details
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