IT Service Delivery Manager — SLA Excellence

CommunityCare HMO Inc.; Tulsa (OK); On-site; USD 90,000 - 120,000; Full time

Job summary

CommunityCare HMO Inc. seeks an IT Service Delivery Manager to lead frontline and advanced technical support operations. You will establish and manage a dedicated service delivery model, coordinating between Service Delivery and Engineering teams to ensure timely resolution of operational needs.

The role emphasizes expanding ownership of application support, data modifications, and pipeline triage while driving SLA performance and staff development in a healthcare setting.

Qualifications

• Bachelor's degree in Information Technology, Business Administration, or related field (or equivalent experience).
• Minimum of five years in IT service delivery, help desk, or technical support leadership.
• Two or more years in a people-management role.
• Healthcare, health plan, or regulated data-sensitive environment experience preferred.
• Familiarity with enterprise application support (claims/eligibility/provider systems) preferred.
• ITIL Foundation certification or equivalent preferred.

Responsibilities

• Lead and manage the day-to-day operations, performance, and development of the IT Service Delivery team, including help desk and advanced technical support functions, to ensure high-quality, responsive IT support services.
• Define and drive the target-state scope for advanced technical support: enterprise application/custom software troubleshooting, data-modification support, operational triage, incident follow-up, and resolution of recurring technical support issues.
• Manage SLA performance and ticket-queue health across the Service Delivery function, including completion rates, rejection rates, and escalation volume.
• Serve as the primary escalation point for complex support issues, ensuring operational matters are resolved within IT Service Delivery and minimizing disruptions to Software Engineering, Data Engineering, Architecture, and Product Management teams.
• Oversee the training, documentation, and knowledge-management practices needed to expand advanced support ownership.
• Identify recurring support activities and lead the transition of operational ownership from engineering teams to IT Service Delivery.
• Monitor and report on ticket volume, aging, and concentration risk across the Service Delivery function; elevate systemic or recurring failure patterns for root-cause resolution.
• Manage staffing, scheduling, and operational coverage across help desk and advanced technical support functions, ensuring the timely and effective delivery of onboarding and offboarding services, hardware provisioning, and access management.
• Develop and maintain collaborative relationships with engineering leaders to establish clear service ownership, formalize handoff criteria, and define escalation processes that ensure efficient support operations.
• Track and report on Service Delivery performance metrics to IT leadership.
• Perform other job-related duties as required or assigned.

Job description

CommunityCare HMO Inc. seeks an IT Service Delivery Manager to lead frontline and advanced technical support operations. You will establish and manage a dedicated service delivery model, coordinating between Service Delivery and Engineering teams to ensure timely resolution of operational needs.

The role emphasizes expanding ownership of application support, data modifications, and pipeline triage while driving SLA performance and staff development in a healthcare setting.