Manager Service Delivery

Summary

This role is responsible for the day-to-day service delivery and serves as the liaison for client, vendors/contractors and the Gainwell product management teams.

Your role in our mission

• Provides leadership and direction to ensure implementation of service delivery strategies and metrics to continuously improve customer satisfaction. Coordinates delivery timelines and dependencies, proactively managing risks and prioritizing initiatives with stakeholders
• Directs all project activities and development during the contract implementation phase
• Communicates and coordinates effectively with all contract implementation stakeholders (internal Gainwell, vendors, customers etc.)
• Manages schedule, risks, issues, quality, costs, SLAs for the contract implementations/projects
• Plans and manages product releases and publishes status reports
• Reviews documentation on current system operations and requirements, user documentation, and clarify deficiencies as necessary
• Establishes a project control and reporting system, and establishes protocols for problem reporting, a standards manual, and controls for transfers
• Facilitates requirements analysis meetings to gather and document requirements in a Requirements Analysis Document that follows the PMO project management framework
• Develops a detailed implementation schedule defining all key milestones, deliverables, activity level schedules, and staffing levels
• Provides design modification recommendations
• Develops a testing schedule, procedures, and supporting documentation and should align with established templates
• Develops and test data conversion programs
• Analyzes and records test results, presents the results to customers, and resolves discrepancies to customers’ satisfaction
• Works with customer contractors/vendors, as necessary, to establish, test, and demonstrate go-live readiness
• Finalizes the implementation schedule, and obtains approval from the customer
• Obtains final and in-process files, transactions, and other data and perform final conversions
• Participates in operational readiness assessments

What we're looking for

• Bachelor’s degree in technical or business discipline, or other bachelor’s degree with related project management experience
• Seven (7) or more years of project management experience with a minimum of 5 years’ being in healthcare field, preferably for Medicaid contracts
• Experience with Project Management methodologies, processes, and principles
• Understanding of MITA Business Processes, MMIS or Medicaid Enterprise System (MES) DDI, Operations and modularity, CMS Certification Requirements, Medicaid programs, systems, and data
• Proficient computer skills, including Microsoft Office applications, business, organizational, time management, verbal and written communication skills

What you should expect in this role

• Ability to travel to Kentucky for meetings and other contract matters
• This is a full-time permanent regular salaried (W-2) employee position.
• Monday through Friday work schedule (40 hours per week).
• 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.
• Company provided computer for work use.
• 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.
• The use of AI during interviews is prohibited.
• This position will accept applications until August 3, 2026.

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