Service Delivery Manager

Gainwell Technologies

. Lead and develop multiple reporting and analytics teams supporting operational service delivery organizations .

Posted 9/18/2026full-timeRemote • Tennessee • United StatesSeniorLead💰 $86,700 - $123,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading reporting and analytics teams to drive operational performance and continuous improvement. Proven ability to build high-performing organizations while fostering collaboration and accountability across diverse stakeholders.

Highest-signal resume keywords

Reporting And Analytics LeadershipBusiness Intelligence ManagementStakeholder Relationship ManagementOperational Performance ImprovementTeam Development And Coaching

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ReportingAnalyticsBusiness IntelligenceWorkforce ManagementData AnalysisPerformance ManagementProcess ImprovementSLA AttainmentDashboard DevelopmentOperational Insight

Soft Skills

Interpersonal SkillsCommunication SkillsRelationship ManagementInfluencing StakeholdersAccountability

Tools & Technologies

Automation ToolsModernization Initiatives

Industry Keywords

Service DeliveryCustomer ExperienceHealthcareMedicaidContact CenterBPO

About the role

Key responsibilities & impact

Lead and develop multiple reporting and analytics teams supporting operational service delivery organizations
Build, coach, and inspire high-performing teams
Foster accountability, collaboration, and continuous improvement
Ensure accurate, timely, and actionable reporting, dashboards, and performance insights
Partner with clients, operational leaders, and stakeholders to understand business objectives and reporting needs
Provide visibility into SLA attainment, operational performance, customer experience, quality, productivity, and business outcomes
Support performance management and process improvement through data analysis and operational insight
Identify trends, risks, root causes, and opportunities for operational improvement
Drive reporting standardization, governance, and quality across teams and accounts
Partner with technology and transformation teams on automation and modernization initiatives
Support new client implementations, account transitions, and organizational growth initiatives
Contribute to go-to-market activities, solution design, and client engagement efforts

Requirements

What you’ll need

7+ years of experience in reporting, analytics, business intelligence, workforce management, or operational support functions
5+ years of progressive leadership experience managing reporting, analytics, operational support, or business intelligence teams
Demonstrated track record of building high-performing organizations and developing talent
Experience leading high-performing teams in a fast-paced operational environment
Experience coaching employees, managing competing priorities, influencing stakeholders, driving accountability, and delivering results through others
Exceptional interpersonal, communication, and relationship management skills
Ability to build trust, navigate complex stakeholder environments, and engage with clients, executives, and operational leaders
Experience supporting large-scale service delivery, customer experience, healthcare, Medicaid, contact center, or BPO environments
Strong stakeholder and client relationship management skills
Video cameras must be used during all interviews and the initial week of orientation
Must work from anywhere in the U.S.

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
Occasional travel opportunities (0-10%)