Service Delivery Manager at HealthEdge Software, Inc. New York, NY

Overview Service Delivery Manager

Department: Agile Services, Global Professional Services Employment Type: Full-Time, Exempt Location: Remote (U.S.-based) Travel: Asrequiredbased on customer and company needs

Role Overview

• The Service Delivery Manager (SDM) is an individual contributor responsible formanaging anddeliveringsubscription-basedprofessional servicesacross
• Health
• Edge’sproduct portfolio.This rolebuilds andmaintainsstrong customer relationships, developing a solid understanding ofproductutilizationandbusinessobjectivestoidentifyoperational and technicalchallengesand recommendprofessional services solutions– including targetedconsultingandcustom development– that drive positive customer outcomes.The SDM plays a key role in helping customers maximize thevalueoftheir Health
• Edge investment.

Operating within the Agile Services organization ,the SDM collaborates withcross-functional teams todrivecustomer success, satisfaction, and continuous improvement across HealthEdge solutions.This role is accountable forcustomer communication, service execution, and delivery outcomes, ensuring services arecompletedandissues are resolvedin alignmentwith contractual commitments.The SDM manages multiple customer engagements, makes informed decisions to keep delivery on track, and proactively communicates risks and opportunities to customers and internal stakeholders.

Success in this role requires strong project management capabilities, effective customer-facing communication skills, and experience within the healthcare technology domain.

Key Responsibilities

Serve as the primary point of contact formultiplecustomers, managing day-to-day Agile Services delivery and ensuring all development services are completed on time, within scope, and to high quality standards.

Build andmaintainstrong, long-term customer relationships through clear and proactive communication, fostering trust, reducing ambiguity, and ensuring customer needs and priorities are well understood across internal teams.

Proactivelyidentify, track, and mitigate service delivery risks; develop and execute action plans when issues arise, including managing escalated customer concerns and critical incidents.

Plan andfacilitateregular customer and internal meetings — including status andutilizationreviews, standups, change control discussions, and continuous improvement sessions — with prepared agendas and documented follow-ups.

Produce and distribute regular delivery metrics, status updates, and trend reporting to internal and external stakeholders,maintainingaccurateproject health status supported by data.

Oversee the accuracy and timeliness of records in customer-facing ticketing and project management systems, ensuring all entriescontaintheappropriate levelof detail for customer visibility and stakeholder transparency.

Coordinate schedules, track risks, manage scope, and contribute to short-term project planning and execution (typically less than one month in duration).

Manage contractual commitments around deliverables, scope, and billing; proactivelyidentifyand recommend contract adjustments and create change orders in partnership with the Customer Success Team .

Ensure financial accuracy throughtimelyforecasting, timesheet compliance, andutilizationtracking;maintainChange Order documentation and support the Work at Risk and Concession Request processes by providing required information, tracking approvals, and acting on outcomes.

Collaboratecross-functionallywith teams includingProduct Management, Engineering, and Customer Support, developing positive relationships withkey partners.

Directthe day-to-day delivery activities of cross-functional team members while fostering a culture of accountability, collaboration, and service excellence.

Administercustomer satisfaction surveys and develop action plans in response to feedback, driving continuous service improvement.

Perform all responsibilities in compliance with HealthEdge policies and applicable customer standards, including those governing protected health information (PHI) and personally identifiable information (PII).

Required Qualifications

Healthcare software industry experience isrequired

Bachelor’s degree in Computer Science, Information Systems, or a closely related field (or foreign equivalent).

Minimum 5+ years of progressive experience managing end-to-end delivery of professional services and customer solutions.

At least 4years of experience in

Maintenance and/or Managed Services

Customer relationship management

IT or software project management

Customer-facing engagement with senior manager or director-level stakeholders

Demonstrated experience with Agile delivery methodologies and best-practice frameworks such as ITIL, Lean, Six Sigma, orSAFe .

Preferred Qualifications

Familiar with Salesforce, JIRA, Smartsheet, OpenAir

Core Skills & Competencies

Customer Value & Impact

Customer-obsessed mindset with a focus on delivering quality outcomes

Communicates transparently andproactively,anticipatingneeds before they escalate

Developscustomer knowledge toidentifyopportunities andproactively address customer needs

Collaborative& EnterpriseMindset

Leverages cross-functional relationships to drive outcomes and resolve challenges

Communicates effectively with internal and external stakeholders

Prioritizes organizational success;actively contributesknowledge and best practices openly

Innovation & Adaptability

Adjusts readily to shifting priorities andindependently navigateschanging delivery requirements

Identifiesand contributes toprocess improvement initiatives, supporting adoptionof better practices within the team

Applies critical thinkingto solve problems independently; escalates strategically when needed

Leadership & Accountability

Takes full ownership of outcomes, commitments, and quality standardswithout manager direction

Manages time, resources, and financials with accuracy and discipline

Holds self and others accountable;demonstratescourage toescalate risks early andlead difficult conversations

Growth & Learning

Conducts independent research and analysis before escalating challenges; applies findings to improve service delivery outcomes

Seeks guidanceselectively to resolve complexblockers efficiently and avoid unnecessary delays

Participates actively inteam learning forums and shares knowledge with peers

Completes required trainingand pursuesadditionaldevelopment opportunities aligned to role growth

Work Environment

Remote or hybrid work environment with collaboration across multiple time zones

Extended periods of computer-based work using video technology

Occasional travel based on business needs

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employeeshave the opportunity tobelong, make animpactand deliver excellent software and services to our customers.

Geographic Responsibility: While HealthEdgeis located inBoston, MAyou may live anywhere in the U.S.

Type of Employment: Full-time, permanent

Travel%: as needed(maximum1%)

FLSA Classification (USA Only): Exempt

Budget/Revenue Responsibility

Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

The employeeis occasionally required tomove around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work across multiple time zones in a hybridor remotework environment.

Long periodsof time sitting and/or standing in front of a computer using video technology.

May require travel dependent on company needs.

• • The annual US base salary range for this position is $95,000 to $105,000. This salary range may cover multiple career levels at HealthEdge. Final compensation will be determined during the interview process and is based on a combination of factors including, but not limited to, your skills, experience, qualifications and education.

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skillsrequired. HealthEdge reserves the right tomodify, add, or remove duties and to assign otherdutiesas necessary.

In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this positionin compliance with the Americans with Disabilities Act of 1990.Candidates maybe requiredto go throughapre-employment criminal background check.

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women,veteransand persons with disabilities.

LI-RemoteJ-18808-Ljbffr HealthEdge Software, Inc.