Manager, Service Delivery

Role Overview

The Manager, Service Delivery leads end-to-end operational ownership for a portfolio of high-value school district accounts after the sale. You will ensure clinical referrals are rapidly activated, provider networks are optimized, and therapeutic services are delivered with strong performance against SLAs—translating operations into booked revenue realization and account retention.

Responsibilities

• Lead and optimize end-to-end service delivery outcomes for a strategic district/account portfolio.
• Increase referral-to-therapy conversion velocity to accelerate contract execution and maximize booked revenue realization.
• Monitor real-time referral pipelines, clinician utilization, and service delivery performance for peak operational efficiency.
• Identify, track, and mitigate operational risks/fulfillment gaps that threaten revenue attainment.
• Build, maintain, and report accurate forecasts for seasonal referral influxes and active service volumes.
• Audit and manage district contracts to ensure strict alignment with SLAs and established timelines.
• Recruit, mentor, and develop Service Delivery Specialists; set metric-driven performance standards and run coaching/training/evaluations.
• Manage day-to-day operational mechanics across billing, credentialing, and scheduling; resolve cross-functional friction.
• Balance and optimize provider caseloads to maximize clinician retention and district satisfaction.
• Serve as the senior operational point of contact for district stakeholders.
• Maintain long-term relationships to support contract renewals and account expansion.
• Collaborate cross-functionally with Sales, Clinical Operations, and Product Engineering to remove service delivery barriers.
• Lead urgent client escalations with rapid-response recovery actions.
• Analyze operational data to diagnose trends, provide narrative insights, and recommend process improvements.
• Support implementation of new internal software tools and automated processes.

Requirements

• Not fully provided in the posting (text cuts off at “A minimum o”).