Service Delivery Manager

Datavant; New York (NY); On-site; USD 72,000 - 84,000; Full time

Job summary

Datavant is seeking a Manager, Service Delivery to lead operational execution across one or more sites in the New York area. You will manage staffing, drive KPI performance, and ensure HIPAA-compliant, high-quality ROI services while partnering with WFM, NOC, and regional leadership.

You will coach Supervisors and frontline teams, own throughput and quality, and implement continuous improvement initiatives. Travel within New York City area is expected.

Qualifications

• Experience leading teams in healthcare operations or large-scale production environments.
• Ability to coach and develop people leaders.
• Comfort using metrics/dashboards for operational decisions.
• Strong understanding of HIPAA and regulated workflows.

Responsibilities

• Own service delivery performance across assigned portfolio, including SLA, quality, ROI.
• Lead Supervisors and frontline teams to deliver high-quality services.
• Partner with WFM to plan staffing, schedules, and productivity.
• Analyze KPIs to identify gaps and develop action plans.
• Ensure compliance with HIPAA and standardized procedures.
• Coordinate with NOC for workflow disruptions and aging issues.

Skills

Team leadership

Healthcare operations

Coaching

Metrics & dashboards

HIPAA knowledge

Problem solving

Cross-functional collaboration

Job description

Datavant is the data collaboration platform trusted for healthcare. Guided by our mission to make the world's health data secure, accessible and actionable, we provide critical data solutions for organizations across the healthcare ecosystem - including providers, health plans, researchers, and life sciences companies. From fulfilling a single patient's request for their medical records to powering the AI revolution in healthcare, Datavanters are building the future of how data is connected and used to improve health. By joining Datavant today, you're stepping onto a driven and highly collaborative team that is passionate about creating transformative change in healthcare.

The Manager, Service Delivery leads operational execution across one or more assigned sites, ensuring the delivery of timely, high-quality, and compliant ROI services. This leader oversees Supervisors and frontline teams, manages staffing and scheduling, drives operational performance, and ensures adherence to standardized workflows. The Manager serves as the operational heartbeat at the local level-owning throughput, quality, and people management while partnering closely with Workforce Planning, Network Operations Center (NOC), and regional leadership.

This role requires living within 1 hour driving distance of New York City and requires frequent travel within New York City.

You will:

• Own overall service delivery performance across assigned portfolio, including SLA's, quality, Global, cost and throughput
• Lead Supervisors and frontline teams to deliver high-quality, compliant ROI services
• Collaborate with Workforce Management (WFM) and own daily and weekly staffing plans, schedules, and productivity management
• Analyze KPIs (TAT, OTD, quality, productivity) to identify gaps and develop action plans
• Ensure compliance with HIPAA, DMPO, UAD, and all standardized operational procedures
• Partner with Supervisors to coach staff, address performance issues, and support employee growth
• Serve as the first point of operational escalation for site-level execution issues (not customer issues)
• Coordinate with the Network Operations Center (NOC) to address aging, exceptions, or workflow disruptions
• Support training for new hires and ensure readiness to transition to centralized training (Phase 2)
• Maintain an accurate skills matrix and assist with work assignment optimization
• Contribute to continuous improvement initiatives and transformation pilots
• Work with VPO to address concerns with Account Management team for client communication

Success Metrics

• Achievement of SLA's, quality and cost targets
• Improved operational efficiency and scalability
• Reduction of rework and waste
• Strong performance and engagement/retention of team
• Successful adoption of new technology

What you will bring to the table

• Experience managing teams in healthcare operations, HIM, or a large-scale production environment
• Demonstrated ability to coach and develop people leaders
• Comfort using metrics and dashboards to guide operational decision-making
• Strong understanding of HIPAA and regulated workflows
• Problem-solving skills and the ability to respond quickly to operational fluctuations
• Identify process improvement needs and appropriate solutions
• Ability to collaborate cross-functionally with NOC, Workforce Planning, Training, and Shared Services

Bonus points if

• You have experience with ROI workflows or EMR systems
• You have led multi-site teams
• You have experience with Lean or continuous improvement methodologies

We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

At Datavant our total rewards strategy powers a high-growth, high-performance, health technology company that rewards our employees for transforming health care through creating industry-defining data logistics products and services.

The range posted is for a given job title, which can include multiple levels. Individual rates for the same job title may differ based on their level, responsibilities, skills, and experience for a specific job.

The estimated total cash compensation range for this role is:

$72,000 — $84,000 USD

To ensure the safety of patients and staff, many of our clients require post‑offer health screenings and proof and/or completion of various vaccinations such as the flu shot, Tdap, COVID-19, etc. Any requests to be exempted from these requirements will be reviewed by Datavant Human Resources and determined on a case‑by‑case basis. Depending on the state in which you will be working, exemptions may be available on the basis of disability, medical contraindications to the vaccine or any of its components, pregnancy or pregnancy‑related medical conditions, and/or religion. This job is not eligible for employment sponsorship. Datavant is committed to a work environment free from job discrimination. We are proud to be an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status. To learn more about our commitment, please review our EEO Commitment Statement here. Know Your Rights, explore the resources available through the EEOC for more information regarding your legal rights and protections. In addition, Datavant does not and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay. At the end of this application, you will find a set of voluntary demographic questions. If you choose to respond, your answers will be anonymous and will help us identify areas for improvement in our recruitment process. (We can only see aggregate responses, not individual ones. In fact, we aren't even able to see whether you've responded.) Responding is entirely optional and will not affect your application or hiring process in any way. Datavant is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need an accommodation while seeking employment, please request ithere, by selecting the 'Interview Accommodation Request' category. You will need your requisition ID when submitting your request, you can find instructions for locating it here. Requests for reasonable accommodations will be reviewed on a case‑by‑case basis.

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