Service Delivery Manager

Role Overview

The Service Delivery Manager (SDM) is an individual-contributor role responsible for managing and delivering subscription-based professional services across HealthEdge’s product portfolio. The SDM works within the Agile Services organization to drive customer success by ensuring services are delivered on time, within scope, and in alignment with contractual commitments.

Responsibilities

• Serve as the primary point of contact for multiple customers; manage day-to-day delivery and ensure high-quality outcomes.
• Build and maintain long-term customer relationships through clear, proactive communication.
• Identify, track, and mitigate delivery risks; manage escalations, critical incidents, and action plans.
• Plan and facilitate recurring customer and internal meetings (e.g., status/utilization reviews, standups, change control, continuous improvement) with documented follow-ups.
• Produce delivery metrics, status updates, and trend reporting for internal/external stakeholders; maintain accurate project health.
• Ensure timely and accurate records in customer-facing ticketing and project management systems.
• Coordinate schedules, track risks, manage scope, and contribute to short-term planning/execution (typically < 1 month).
• Manage contractual commitments including deliverables, scope, and billing; recommend contract adjustments and create change orders with Customer Success.
• Ensure financial accuracy via forecasting, timesheet compliance, and utilization tracking; support Work at Risk and Concession Request processes.
• Collaborate with cross-functional partners (Product Management, Engineering, Customer Support) and direct day-to-day delivery activities of cross-functional team members.
• Run customer satisfaction surveys and drive continuous improvement through action plans.

Requirements

• Strong project management capabilities.
• Effective customer-facing communication skills.
• Experience in the healthcare technology domain.

Nice to Have

• Experience managing multiple concurrent customer engagements and contractual delivery/billing processes.