OverviewOverview:
The Service Delivery Manager (SDM) is an individual contributor responsible for managing and delivering subscription-based professional services across HealthEdge’s product portfolio. This role builds and maintains strong customer relationships, developing a solid understanding of product utilization and business objectives to identify operational and technical challenges and recommend professional services solutions – including targeted consulting and custom development – that drive positive customer outcomes. The SDM plays a key role in helping customers maximize the value of their HealthEdge investment.
Operating within the Agile Services organization, the SDM collaborates with cross-functional teams to drive customer success, satisfaction, and continuous improvement across HealthEdge solutions. This role is accountable for customer communication, service execution, and delivery outcomes, ensuring services are completed and issues are resolved in alignment with contractual commitments. The SDM manages multiple customer engagements, makes informed decisions to keep delivery on track, and proactively communicates risks and opportunities to customers and internal stakeholders. Success in this role requires strong project management capabilities, effective customer-facing communication skills, and experience within the healthcare technology domain.
Key Responsibilities
- Serve as the primary point of contact for multiple customers, managing day-to-day Agile Services delivery and ensuring all development services are completed on time, within scope, and to high quality standards.
- Build and maintain strong, long-term customer relationships through clear and proactive communication, fostering trust, reducing ambiguity, and ensuring customer needs and priorities are well understood across internal teams.
- Proactively identify, track, and mitigate service delivery risks; develop and execute action plans when issues arise, including managing escalated customer concerns and critical incidents.
- Plan and facilitate regular customer and internal meetings — including status and utilization reviews, standups, change control discussions, and continuous improvement sessions — with prepared agendas and documented follow-ups.
- Produce and distribute regular delivery metrics, status updates, and trend reporting to internal and external stakeholders, maintaining accurate project health status supported by data.
- Oversee the accuracy and timeliness of records in customer-facing ticketing and project management systems, ensuring all entries contain the appropriate level of detail for customer visibility and stakeholder transparency.
- Coordinate schedules, track risks, manage scope, and contribute to short-term project planning and execution (typically less than one month in duration).
- Manage contractual commitments around deliverables, scope, and billing; proactively identify and recommend contract adjustments and create change orders in partnership with the Customer Success Team.
- Ensure financial accuracy through timely forecasting, timesheet compliance, and utilization tracking; maintain Change Order documentation and support the Work at Risk and Concession Request processes by providing required information, tracking approvals, and acting on outcomes.
- Collaborate cross-functionally with teams including Product Management, Engineering, and Customer Support, developing positive relationships with key partners.
- Direct the day-to-day delivery activities of cross-functional team members while fostering a culture of accountability, collaboration, and service excellence.
- Administer customer satisfaction surveys and develop action plans in response to feedback, driving continuous service improvement.
- Perform all responsibilities in compliance with HealthEdge policies and applicable customer standards, including those governing protected health information (PHI) and personally identifiable information (PII).
Required Qualifications
- Healthcare software industry experience is required
- Bachelor’s degree in Computer Science, Information Systems, or a closely related field (or foreign equivalent).
- Minimum 5+ years of progressive experience managing end-to-end delivery of professional services and customer solutions.
- At least 4 years of experience in:
- Maintenance and/or Managed Services
- Customer relationship management
- IT or software project management
- Customer-facing engagement with senior manager or director-level stakeholders
- Demonstrated experience with Agile delivery methodologies and best-practice frameworks such as ITIL, Lean, Six Sigma, or SAFe.
Preferred Qualifications
- Familiar with Salesforce, JIRA, Smartsheet, OpenAir
Core Skills & Competencies
Customer Value & Impact
- Customer-obsessed mindset with a focus on delivering quality outcomes
- Communicates transparently and proactively, anticipating needs before they escalate
- Develops customer knowledge to identify opportunities and proactively address customer needs
Collaborative & Enterprise Mindset
- Leverages cross-functional relationships to drive outcomes and resolve challenges
- Communicates effectively with internal and external stakeholders
- Prioritizes organizational success; actively contributes knowledge and best practices openly
Innovation & Adaptability
- Adjusts readily to shifting priorities and independently navigates changing delivery requirements
- Identifies and contributes to process improvement initiatives, supporting adoption of better practices within the team
- Applies critical thinking to solve problems independently; escalates strategically when needed
Leadership & Accountability
- Takes full ownership of outcomes, commitments, and quality standards without manager direction
- Manages time, resources, and financials with accuracy and discipline
- Holds self and others accountable; demonstrates courage to escalate risks early and lead difficult conversations
Growth & Learning
- Conducts independent research and analysis before escalating challenges; applies findings to improve service delivery outcomes
- Seeks guidance selectively to resolve complex blockers efficiently and avoid unnecessary delays
- Participates actively in team learning forums and shares knowledge with peers
- Completes required training and pursues additional development opportunities aligned to role growth
Work Environment
- Remote or hybrid work environment with collaboration across multiple time zones
- Extended periods of computer-based work using video technology
- Occasional travel based on business needs
Geographic Responsibility: While HealthEdge is located in Boston, MA you may live anywhere in the U.S.
Type of Employment: Full-time, permanent
Travel %: as needed (maximum 1%)
FLSA Classification (USA Only): Exempt
Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:
- The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
- Work across multiple time zones in a hybrid or remote work environment.
- Long periods of time sitting and/or standing in front of a computer using video technology.
- May require travel dependent on company needs.
