IT Service Delivery Leader

CommunityCare HMO Inc.; Tulsa (OK); On-site; USD 90,000 - 130,000; Full time

Job summary

CommunityCare HMO Inc. seeks an experienced Manager, IT Service Delivery to lead frontline and advanced technical support operations. You will establish a dedicated service delivery model to resolve operational needs and expand ownership of application support and data modification triage.

You will oversee SLA performance, training, escalation paths, and collaboration with Engineering, Data, Architecture, and Product teams to ensure reliable IT service delivery for a healthcare environment.

Qualifications

• Proven ability to lead frontline technical support teams in a fast-paced environment.
• Strong knowledge of ITSM/ITIL principles and SLA management.
• Experience building training programs and documenting procedures.
• Ability to balance multiple priorities in a high-volume support setting.
• Healthcare/health plan experience or regulated data environments preferred.

Responsibilities

• Lead day-to-day operations of the IT Service Delivery team including help desk and advanced support.
• Define target-state scope for enterprise application troubleshooting and data-modification support.
• Manage SLA performance, ticket queue health, and escalation processes.
• Serve as primary escalation point for complex issues and coordinate with Eng teams.
• Oversee training, documentation, and knowledge-management practices.
• Identify recurring activities and transition ownership to IT Service Delivery.
• Monitor ticket volume, aging, and systemic failure patterns for root-cause resolution.
• Staff, schedule, and ensure coverage for onboarding/offboarding and hardware provisioning.

Skills

IT leadership

ITIL/ITSM

Jira Service Management

Communication

Training development

Prioritization

Education

Bachelor's degree in IT or related field

Tools

Jira Service Management

Job description

CommunityCare HMO Inc. seeks an experienced Manager, IT Service Delivery to lead frontline and advanced technical support operations. You will establish a dedicated service delivery model to resolve operational needs and expand ownership of application support and data modification triage.

You will oversee SLA performance, training, escalation paths, and collaboration with Engineering, Data, Architecture, and Product teams to ensure reliable IT service delivery for a healthcare environment.