Senior Manager, Service Delivery

Gainwell Technologies

. Manage a team of 30+ System Operations Managers .

Posted 9/23/2026full-timeRemote • United StatesSenior💰 $108,400 - $154,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in managing large-scale Medicaid system operations, ensuring compliance with CMS regulations and HIPAA requirements, while driving operational efficiency and system stability improvements. Proficient in ITIL-based incident, problem, and change management, with a focus on production support and operational metrics development.

Highest-signal resume keywords

IT Operations ManagementMedicaid Systems ExperienceITIL CertificationProduction SupportOperational Metrics Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

System Availability ManagementRoot Cause AnalysisChange ManagementOperational Procedures DevelopmentPerformance MonitoringIncident ManagementProduction Deployment CoordinationOperational Readiness ReviewsAutomation ImplementationDashboard Development

Soft Skills

Team LeadershipCollaborationProblem SolvingCommunicationVendor Management

Certifications & Qualifications

ITIL FoundationPMP Certification

Industry Keywords

MMISMedicaid Enterprise SystemsHealthcare Payer PlatformsCMS RegulationsHIPAA RequirementsOperational StandardsService Level AgreementsKey Performance IndicatorsPost-Incident ReviewsOperational Best Practices

Tech Stack

Tools & technologies

ITSMPMP

About the role

Key responsibilities & impact

Manage a team of 30+ System Operations Managers
Manage daily operations for Gainwell’s MMIS and integrated Medicaid systems
Ensure system availability, reliability, scalability, and performance meet SLAs and operational targets
Lead production support, including monitoring, triage, issue resolution, and root cause analysis
Establish operational procedures, standards, and governance processes
Coordinate operational readiness for releases and system enhancements
Develop operational metrics, dashboards, and executive reporting
Lead ITIL-based incident, problem, and change management
Coordinate resolution of high-severity production incidents and facilitate war-room activities
Conduct post-incident reviews and implement corrective/preventive actions
Oversee change control and production deployment coordination
Support core Medicaid modules and ensure compliance with CMS regulations, HIPAA requirements, and Medicaid operational standards
Monitor vendor performance against contractual SLAs and KPIs
Collaborate with business operations, PMO, infrastructure, security, and application development teams
Coordinate release planning and production deployments as production gatekeeper
Support CMS certification activities, operational readiness reviews, audits, and regulatory reviews
Identify operational efficiency and system stability improvements
Drive automation for monitoring, alerting, batch operations, and reporting
Implement operational best practices and process improvements
Drive root cause analysis and permanent correction

Requirements

What you’ll need

7–10+ years of IT operations or Medicaid systems experience
5+ years managing large-scale healthcare or Medicaid system operations
Experience supporting MMIS, Medicaid Enterprise Systems (MES), or healthcare payer platforms
Experience with production support and IT service management processes
ITIL Foundation or ITIL v4 Certification preferred
PMP Certification preferred
Video cameras must be used during all interviews and during the initial week of orientation

Benefits

Comp & perks

Work flexibility
Learning and career development
Technical credentials and certifications
Generous, flexible vacation policy
Educational assistance
Leadership and technical development academies
401(k) employer match
Comprehensive health benefits