Service Delivery Manager

Ascension; Teletrabalho; BRL 627.000 - 849.000; Tempo integral

Resumo da oferta

A leading healthcare organization is seeking a Service Delivery Manager to oversee mobility service delivery and manage vendor relationships. This role demands expertise in financial governance and technical oversight, focusing on effective management of cellular services. An ideal candidate will possess a strong background in budget management and vendor compliance. Offering a competitive salary, this position is fully remote and provides various benefits to support your career growth and well-being.

Serviços

Paid time off (PTO)

Health insurance options

Retirement benefits with matching

Qualificações

• Experience managing large IT service budgets.
• Proven track record with Managed Service Providers.
• Strong understanding of mobile device management.

Responsabilidades

• Manage the delivery of mobility services.
• Oversee vendor performance against SLAs.
• Ensure compliance with contractual agreements.

Conhecimentos

Financial Accountability

Vendor Governance

Technical Domain Expertise

Strategic Delivery

Issue Ownership

Formação académica

High School diploma or higher

Ferramentas

ServiceNow

Descrição da oferta de emprego

We Are Hiring

• Department: Digital Workplace
• Schedule: Full-time, 8 hour day shift, Monday - Friday
• Location: Remote
• Salary: $118,129.00 - $159,821.00 per year
• Eligible for an annual bonus incentive.

What You Will Do

Ideal Candidate Profile - What We're Looking For

• Financial Accountability: Has direct, proven experience managing large, recurring IT service budgets, driving cost reduction initiatives, and verifying complex invoices to ensure financial compliance.
• Vendor Governance: Has been directly responsible for overseeing the implementation and performance outcomes of a major Managed Service Provider (MSP) or Telecom Expense Management System (TEMS).
• Technical Domain Expertise: Possesses hands‑on technical understanding of mobile device lifecycle management, cellular networks, and the core functions of a mobility TEMS platform.
• Strategic Delivery: Able to define the long‑term mobility strategy, align the program with business needs, and successfully deliver against those objectives, including system integrations (e.g., ServiceNow).
• Issue Ownership: Demonstrated ability to own high‑priority mobility‑based escalations and drive resolution between internal stakeholders and external vendors under strict SLA guidelines.

Job Overview

The ideal candidate directly managed or ran a critical IT service operation supported by a major third‑party partner. This individual demonstrated experience building and running processes focused on financial accountability and vendor compliance, and had technical responsibility for the administration of mobility asset management systems. The role requires that the candidate successfully oversaw managed service provider relationships and ensured the end‑to‑end reliability of services used across a large enterprise.

This role is responsible solely for cellular/mobility services, including device lifecycle management, carrier services, telecom expense management (TEMS), and related workflows.

Job Description

This pivotal role serves as the point of accountability for the operational performance and strategic value delivered by our third‑party TEMS provider. The Service Delivery Manager will oversee the end‑to‑end management of Ascension's entire mobility footprint, ensuring high‑quality, cost‑efficient service delivery and rigorous contractual compliance.

Responsibilities

The primary function is to manage the delivery of services against agreed upon performance metrics and oversee the execution of governance responsibilities.

1. Vendor & Service Delivery Management

• Act as the Primary Liaison (SDM), managing the overall account and working directly with the vendor.
• Oversee and manage the execution of all mobility managed services, including Invoice Receipt and Loading, Cost Allocation, Mobile Procurement Workflow Management (PWM), and Order Fulfillment Services (OFS).
• Ensure vendor contractual compliance by rigorously tracking and managing performance against Service Level Agreements (SLAs) and other contract terms.
• Manage escalations, drive issue resolution, and handle change requests, referring issues to appropriate leaders and managed partners for resolution.
• Own the business relationship with key stakeholders in the local health system.

2. Financial Governance and Cost Optimization (Mobility)

• Drive and validate cost savings to meet or exceed the Total Savings Objective outlined in the Savings Guarantee Exhibit.
• Rigorously review and approve/reject identified Savings Opportunities and Savings Potential on a weekly basis, providing relevant business or technical rationale for any rejections.
• Support mobility services budgeting, forecasting, and expense management, and recommend cost‑effective hardware/software solutions.
• Lead Quarterly Business Review meetings and monthly operational reviews, presenting various analyses to management.
• Manage change orders for Additional Resource Charges (e.g., over baseline Mobile End‑User Help Desk incidents or Fulfillment services) to control costs.
• Provide guidance to business and legal teams with contract changes, negotiations, and terminations.

3. Operational and Technical Oversight

• Oversee the quality of logistical services, including Device Staging & Kitting, Spare Pool Management, Device Advanced Exchange, and Recovery/Recycling/Remarketing.
• Manage the implementation and maintenance of the vendor's scoped app within Ascension’s ServiceNow environment.
• Ensure proper implementation and maintenance of policies, workflows, and procedures documented in the Customer Specific Document (CSD), including Escalation procedures and Mobile optimization policies.
• Exercise judgment and influence on key technical decisions, standards, policies, environment selection, and architecture related to the mobility ecosystem.
• Collaborate on needs analysis for customer service, upgrades or changes to systems.

Additional Preferences

• 3 years of leadership or management experience preferred.
• Technical background, specifically in Infrastructure and/or healthcare technology.
• Experience with ServiceNow.
• Proven experience working with Managed Service Providers (MSPs).
• Experience facilitating technical calls to drive resolution and strong relationship building skills.
• Specific knowledge of mobility expense management, including analyzing invoice costs, conducting zero‑usage analysis, and data pool optimization.

What You Will Need

• High School diploma equivalency with 3 years of cumulative experience OR Associate's degree/Bachelor's degree with 2 years of cumulative experience OR 7 years of applicable cumulative job‑specific experience required.
• 3 years of leadership or management experience preferred.

Why Join Our Team

When you join Ascension, you join a team of over 134,000 individuals across the country committed to a Mission of serving others and providing compassionate, personalized care to all. Our inclusive culture, continuing education programs, career coaches and benefit offerings are just a few of the resources and tools that team members can use to create a rewarding career path. In fact, Ascension spent nearly $46 million in tuition assistance alone to support associate growth and development. If you are looking for a career where you can grow and make a difference in your community, we invite you to join our team today.

Equal Employment Opportunity Employer

Ascension provides Equal Employment Opportunities (EEO) to all associates and applicants for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy, childbirth, and related medical conditions, lactation, breastfeeding, national origin, citizenship, age, disability, genetic information, veteran status, marital status, all as defined by applicable law, and any other legally protected status or characteristic in accordance with applicable federal, state and local laws.

For further information, view the EEO Know Your Rights (English) poster or EEO Know Your Rights (Spanish) poster.

As a military friendly organization, Ascension promotes career flexibility and offers many benefits to help support the well‑being of our military families, spouses, veterans and reservists. Our associates are empowered to apply their military experience and unique perspective to their civilian career with Ascension.

Pay Non-Discrimination Notice

Please note that Ascension will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Ascension will not solicit money or banking information from applicants.

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Benefits

Paid time off (PTO)

Various health insurance options & wellness plans

Retirement benefits including employer match plans

Long-term & short-term disability

Employee assistance programs (EAP)

Parental leave & adoption assistance

Tuition reimbursement

Ways to give back to your community

Benefit options and eligibility vary by position. Compensation varies based on factors including, but not limited to, experience, skills, education, performance, location and salary range at the time of the offer.