Manager, Healthcare IT – Technical Operations

HealthEdge

. Own operational performance, service delivery outcomes, and customer satisfaction across assigned customer accounts .

Posted 10/16/2026full-timeRemote • United StatesMid-LevelSenior💰 $120,000 - $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in operational performance management, service delivery, and customer satisfaction within healthcare payer environments. Proficient in incident management, SLA tracking, and leading cross-functional teams to enhance service quality and operational efficiency.

Highest-signal resume keywords

Operational Performance ManagementService Delivery ManagementIncident ManagementCustomer Relationship ManagementITIL Practices

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLETL ProcessingHealthcare EDI TransactionsService ManagementSLA TrackingProduction Environment ManagementIncident ResolutionRoot Cause AnalysisChange RequestsGovernance Practices

Soft Skills

LeadershipCommunicationPlanningCoordinationPresentation

Tools & Technologies

ServiceNowJiraAWSGCP

Certifications & Qualifications

ITIL Certification

Industry Keywords

Healthcare Payer PlatformsFacetsQNXTNASCOOperational ReadinessBusiness ContinuityCustomer EscalationsOperational Risk

Tech Stack

Tools & technologies

AWSETLGoogle Cloud PlatformServiceNowSOAPSQL

About the role

Key responsibilities & impact

Own operational performance, service delivery outcomes, and customer satisfaction across assigned customer accounts
Lead day-to-day production support activities for healthcare payer environments, including core administrative systems, integrated applications, and vendor-supported solutions
Drive incident resolution, root cause analysis, customer escalations, and operational priorities
Manage incidents and service activities through Jira and ServiceNow
Coordinate issue resolution across internal technology teams, infrastructure teams, vendors, and business partners
Plan and oversee maintenance events, production changes, and system upgrades
Develop and present SLA, operational performance, and service health reporting to customers and internal leadership
Monitor service performance and proactively address issues affecting operational stability or customer outcomes
Participate in after-hours support activities as needed
Serve as a trusted operational advisor for assigned customer accounts
Lead governance forums, operational reviews, service reviews, and escalation discussions
Partner with customers to understand business priorities, operational challenges, and service delivery needs
Present operational metrics, trends, risks, and improvement recommendations to customer and internal stakeholders
Identify operational, technical, staffing, vendor, and service delivery risks and drive mitigation plans
Support operational readiness, capacity planning, compliance requirements, and business continuity activities
Ensure adherence to contractual, regulatory, and organizational requirements
Drive initiatives improving service quality, operational efficiency, customer experience, and SLA performance
Reduce recurring incidents and improve service delivery outcomes
Develop and enhance operational processes, governance practices, playbooks, and controls
Identify automation and process improvement opportunities
Support the development and continuous improvement of the service management portfolio for customer implementations
Partner with leadership on strategic operational and customer initiatives
Provide direct leadership, coaching, mentoring, and career development for team members
Conduct performance reviews, goal setting, feedback discussions, and performance management activities
Support hiring, onboarding, workforce planning, succession planning, and employee retention efforts
Manage staffing assignments, project staffing, resource allocation, and workload balancing across customer accounts
Build team capability through training, coaching, and knowledge sharing
Foster accountability, collaboration, continuous improvement, and customer focus
Coordinate with offshore teams and leadership to ensure effective service delivery
Report to the Director of Delivery Management and manage activities across a geographically dispersed team

Requirements

What you’ll need

Bachelor's degree or higher in Computer Science, Engineering, Information Technology, Business, or a related field, or an equivalent combination of education and experience
6+ years of experience supporting or managing customer-facing production environments
2+ years of experience leading, coaching, and developing employees in an operational, technical support, or service delivery environment
Experience managing employee performance, career development, staffing, and workforce planning activities
Experience leading customer-facing operational delivery functions, including delivery management and customer/account interaction
Experience working in a technical support role within a complex architecture environment
Experience managing the health of production application environments
Experience working with healthcare payer platforms, such as Facets, QNXT, or NASCO
Strong experience with service management, SLA tracking, operational reporting, and customer communications
Strong experience managing Sev1/Sev2 incidents, customer escalations, and operational risk
Experience participating in customer governance, service reviews, and operational planning discussions
Experience coordinating with internal technology teams, vendors, and business partners
Experience working in an onshore/offshore operating model
Experience managing projects, tasks, and deliverables
Experience with ITIL practices and software delivery; ITIL certification is a plus
Experience with ServiceNow and Jira Service Management
Practical knowledge of SOWs, SLAs, Change Requests, and service management processes
Experience with SQL required
Experience with healthcare EDI transactions required: 270, 271, 276, 277, 834, and 835
Experience with ETL processing required
Experience with AWS/GCP desirable
Experience with SOAP desirable
Strong customer focus and ability to build trusted relationships
Strong leadership, communication, planning, coordination, and presentation skills
Ability to balance hands-on operational leadership with people leadership responsibilities
Availability during Eastern Standard Time and as needed after hours for critical incident management
Ability to travel up to 5%
Candidates may be required to complete a pre-employment criminal background check

Benefits

Comp & perks

Remote work
Up to 5% travel
Equal opportunity employer
Reasonable accommodations for individuals with disabilities
Annual US base salary of $120,000–$140,000