Service Delivery/Contract Manager - Denver Health Medical Plan (Must Be a Colorado Resident)

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Department

*Must Be a Colorado Resident*

Job Summary

The Service Delivery Manager at Denver Health Medical Plan, Inc. (DHMP) will be responsible for maintaining strong stakeholder and vendor relationships and improving our services and solutions to maintain stakeholder satisfaction and meet their growing needs. You will operate closely with internal stakeholders to identify and document their business needs and ensure their satisfaction by overseeing the implementation of the appropriate solutions for those products you have been assigned. You will work closely with our vendor partners as a liaison and first point-of-contact to ensure the appropriate solutions are identified and implemented in a timely manner. You will oversee, manage, and ensure that all contractual obligations are being met, including monitoring, controlling, and managing to all service level agreements and key performance indicators.

Essential Functions:

* Act as a single point of contact for stakeholder escalations and own the coordination and oversight to problem-solving efforts between end users, support teams, and vendors, to include investigation and analysis of product problems and solutions, and manage expectations accordingly. 15%

* Collaborates with the business to determine and document their service, product, and/or system needs and identify how our current offerings can address those needs. 15%

* Collaborates with vendors, information systems and others to determine the most effective way to achieve product requirements, identify gaps between business needs and product services, contribute to finding innovative solutions to fill those gaps, and influence stakeholders buy-in to change and/or adoption as necessary. 15%

* Ensure effective ownership, communication, coordination, and facilitation of support service activities between the business stakeholders, support teams, and vendor partners. 15%

* Oversees creation, management, and facilitation of all contracts, work orders, and associated SLAs and KPIs for those products you have been assigned. 20%

* Owns and manages the entire product and issue backlog for assigned systems and products. 10%

* Compile, analyze and interpret statistical data and trends relating to service level and operational effectiveness. 5%

* Promotes creativity and drives innovation by staying on top of industry and technology trends and serves as a spokesperson to build product awareness and understanding. 5%

Education:

• Bachelor's Degree Business Administration, Information Technology, or related field required

Work Experience:

• Minimum of 5 years of experience in service delivery management, business analysis, and/or product/project management required and

• 4-6 years Proven experience utilizing industry tools, techniques, and methodologies required and

• 4-6 years experience delivering healthcare, information systems, and/or health insurance services preferred.

Licenses:
Knowledge, Skills and Abilities:

* Strong leadership and communication skills

* Excellent analytical and problem-solving skills; ability to identify root cause of issues and implement appropriate solutions utilizing the correct resources

* Advanced skills in writing/creating business requirements, problem statements, gap analyses, statements of work, RFP creation, data and process modeling, design thinking, customer interviews, building prototypes/mockups, A/B Testing, vendor management and other necessary artifacts and skills

* Knowledge of industry standards and best practices related to service delivery and contract management

* Familiarity with ITIL and other service delivery frameworks

* Ability to present technical and nontechnical data in an influential and articulate manner in order to gain understanding and buy-in from audiences

* Ability to actively listen and gain understanding of customers needs, wants and points of view

* Ability to collaborate effectively across a complex environment and organization

* Demonstrated expertise in various issue and project tracking systems such as JIRA and Smartsheet

Shift

Work Type

Salary

Benefits

• Outstanding benefits including up to 27 paid days off per year, immediate retirement plan employer contribution up to 9.5%, and generous medical plans

• Free RTD EcoPass (public transportation)

• On-site employee fitness center and wellness classes

• Childcare discount programs & exclusive perks on large brands, travel, and more

• Tuition reimbursement & assistance

• Education & development opportunities including career pathways and coaching

• Professional clinical advancement program & shared governance

• Public Service Loan Forgiveness (PSLF) eligible employer+ free student loan coaching and assistance navigating the PSLF program

• National Health Service Corps (NHCS) and Colorado Health Service Corps (CHSC) eligible employer

Our Values

• Respect

• Belonging

• Accountability

• Transparency

All job applicants for safety-sensitive positions must pass a pre-employment drug test, once a conditional offer of employment has been made.

Denver Health is an integrated, high-quality academic health care system considered a model for the nation that includes a Level I Trauma Center, a 555-bed acute care medical center, Denver's 911 emergency medical response system, 10 family health centers, 19 school-based health centers, Rocky Mountain Poison & Drug Safety, a Public Health Institute, an HMO and The Denver Health Foundation.

As Colorado's primary, and essential, safety-net institution, Denver Health is a mission-driven organization that has provided billions in uncompensated care for the uninsured. Denver Health is viewed as an Anchor Institution for the community, focusing on hiring and purchasing locally as applicable, serving as a pillar for community needs, and caring for more than 185,000 individuals and 67,000 children a year.

Located near downtown Denver, Denver Health is just minutes away from many of the cultural and recreational activities Denver has to offer.

Denver Health is an equal opportunity employer (EOE). We value the unique ideas, talents and contributions reflective of the needs of our community.

Applicants will be considered until the position is filled.