Senior Manager of Client Delivery Operations and Governance

Abacus Insights; United States; Presencial; USD 130 000 - 170 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

401k

Unlimited vacation

Ownership

Health Insurance

Team social events

Resumo da oferta

Abacus Insights seeks a Senior Manager, Client Delivery Operations and Governance to own the operating system behind how we deliver for health plans.

You will build and run the processes, tools, and standards—resourcing, Jira standards, Smartsheet Control Center, Replit applications, delivery templates, and knowledge management—to give delivery teams the consistency, visibility, and accountability to scale.

Qualificações

• Track record in change enablement: communication, training, adoption, and reinforcement.
• Clear, credible executive communication across stakeholders.
• Comfort translating messy operational needs into clear standards.

Responsabilidades

• Own the end-to-end delivery operating model, including stage gates, templates, SOPs, and governance.
• Lead a small, high-impact team and set standards, workflows, dashboards, and governance for scalable delivery.
• Drive adoption through training, office hours, and practical guidance on tool usage.

Conhecimentos

Change management

Executive communication

Cross-functional collaboration

Stakeholder management

Delivery governance

Knowledge management

Training delivery

Operational excellence

Formação académica

Bachelor’s Degree in a related field

PMP, PgMP, ITIL, Prosci, or similar certification

Ferramentas

Jira

Smartsheet

Replit

Smartsheet Control Center

Descrição da oferta de emprego

• As Senior Manager, Client Delivery Operations and Governance, you will own the operating system behind how Abacus delivers for health plans
• You will build and run the processes, tools, and standards—resourcing and capacity management, Jira standards, Smartsheet Control Center, Replit applications, delivery templates, knowledge management, and stage gates—that give our delivery teams the consistency, visibility, and accountability to scale
• Reporting to the Director of Client Delivery Management, you will be the process and change-management partner to Client Delivery leadership across Client Success, Client Solutions, and Client Engineering
• You will translate delivery strategy into practical process, make sure teams follow the agreed methodology, and remove the friction that comes from inconsistent tools, unclear ownership, and unmanaged process variation
• You will lead a small, high-impact team and together set the standards, workflows, templates, dashboards, and governance that let delivery scale without losing execution discipline
• Own and continuously improve the end-to-end delivery operating model, including stage gates, delivery templates, SOPs, tool standards, and process governance
• Define stage gates that are clear, consistently applied, and enforceable across Client Success, Client Solutions, Client Engineering, Client Delivery Management, and PMO teams
• Adapt standards quickly as business priorities shift, preserving clarity and accountability without slowing execution
• Partner with functional leaders to define role clarity, handoffs, required artifacts, and ownership across the delivery lifecycle
• Lead delivery resourcing and capacity management, including intake, prioritization, allocation visibility, escalation paths, and utilization reporting
• Own Jira process standards for delivery work—project setup, hierarchy, workflows, required fields, dashboards, and reporting expectations—aligned to Smartsheet
• Own Smartsheet Control Center administration and governance for Delivery Management, including blueprints, project templates, dashboards, reports, intake, global updates, and portfolio visibility
• Steward Replit applications and other delivery tooling that support predictable client delivery
• Build and maintain a centralized knowledge management model for delivery documentation, templates, training materials, process guidance, and reusable artifacts
• Drive adoption through training, office hours, and practical guidance that helps teams use the tools correctly
• Maintain executive-ready visibility into resourcing health, stage gate status, tool adoption, compliance, and operational risks
• Identify process gaps, tool friction, and reporting inconsistencies, then recommend and implement corrective actions
• Hold the line when delivery standards aren’t followed, escalating gaps with clarity and pragmatism
• Lead, coach, and develop the Resourcing/Capacity Lead and Knowledge Management Lead

Impact

• Process changes are communicated, trained, adopted, and enforced with clear ownership
• Delivery teams consistently use approved Jira, Smartsheet, Replit, template, and knowledge management standards
• Resource requests, allocation decisions, and capacity risks are visible, timely, and governed through a repeatable process
• Stage gates are embedded in how delivery work is planned, reviewed, and advanced—not treated as optional checkpoints
• Delivery leaders have reliable portfolio-level visibility without manual status chasing
• Client Delivery Managers, Client Success Directors, Client Solutions, Client Engineering, and PMO teams have clear handoffs, role expectations, and required artifacts
• Knowledge is easier to find, reuse, and govern across clients and delivery teams

Benefits

• 401k: Save for your retirement with confidence, leveraging our company-sponsored plan
• Vacation: Recharge with unlimited paid time off
• Ownership: Become not only an employee but an owner of a company on a mission to imrpvoe healthcare
• Health Insurance: From Day 1, maintain peace of mind with our healthcare insurance coverage for you and your family
• Fun: Bond with your fellow teammates during company-sponsored social events

Qualifications

• A track record in change enablement: communication, training, adoption, and reinforcement
• Clear, credible executive communication
• Comfort working across client-facing and technical teams and translating messy operational needs into clear standards
• Strong working knowledge of Jira (workflow and field design, dashboards, reporting) and Smartsheet
• Experience designing and enforcing delivery lifecycle governance, including stage gates, templates, and SOPs
• The organizational courage to enforce standards, the judgment to know when a process needs flexibility, and a partnership mindset that supports teams without becoming a bottleneck or adding unnecessary bureaucracy
• Bachelor’s Degree in a related field
• Experience working in both startup and enterprise environments, with 3+ years leading people through change and ambiguity
• Project and resource reporting, utilization, and portfolio-level visibility for senior leaders
• 8+ years of experience in delivery operations, PMO or process governance, or professional services operations, including resource and capacity management
• Experience with low-code or AI-enabled tooling (such as Replit) to automate delivery workflows
• Experience building a knowledge management model or platform
• Highly Preferred: Healthcare/HealthTech/Payer, working with Enterprise Data Platform Development
• Hands-on Smartsheet Control Center experience (blueprints, project templates, global updates)
• Startup or scale-up experience adapting process quickly as priorities change
• PMP, PgMP, ITIL, Prosci, or similar certification