Service Delivery Manager

Datavant2; 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, ensuring timely, high-quality ROI services while upholding HIPAA and regulatory standards. The role partners with WFM, NOC, and training teams and requires living within 1 hour of New York City with travel in NYC.

You will own service delivery performance, coach Supervisors, manage staffing plans, analyze KPIs, and drive continuous improvement across the organization.

Qualifications

• Experience managing teams in healthcare operations, HIM, or 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.

Responsibilities

• 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.

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.

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