- The Senior Manager - Operations Delivery will lead operational delivery, support services, project execution, transitions, and continuous improvement initiatives across the Data Integrations organization. The role manages multiple delivery functions including Service Delivery, Database Administration (DBA), Data Engineering, ETL/ELT, Enterprise Data Warehouse (EDW), Business Intelligence, and shared services teams supporting critical US healthcare applications and data platforms.
- This leader will oversee multiple managers and large cross-functional teams, ensuring service excellence, SLA attainment, operational efficiency, governance compliance, and successful execution of strategic initiatives. The ideal candidate brings significant experience managing large offshore delivery organizations supporting US healthcare ecosystems, with strong expertise in IT service management, healthcare applications, stakeholder engagement, and organizational transformation.
- US input prompts: Confirm the scope and size of the organization, number of managers/direct reports, key first-year delivery outcomes, and level of executive exposure.

Responsibilities: Delivery Leadership Operations Management

Lead and own delivery of multiple projects, operational support functions, PODs, service transitions, and initiatives across the Data Integrations organization.

Manage teams responsible for Service Delivery, DBA, Data Engineering, ETL/ELT Development Support, EDW, BI Reporting, and Shared Services Operations.

Ensure operational stability, service reliability, and delivery excellence across supported platforms and services.

Establish operational governance, service review mechanisms, escalation management, and performance monitoring.

Manage service transitions from project implementation to production support with minimal business disruption.

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Service Delivery Excellence Governance

Ensure adherence to SLAs, OLAs, KPIs, service commitments, and quality standards.

Drive continuous service improvement using ITIL best practices and operational excellence frameworks.

Develop and monitor service delivery metrics, dashboards, scorecards, and executive reporting.

Identify operational risks and proactively implement mitigation strategies.

Ensure compliance with organizational policies, security requirements, and healthcare regulatory standards.

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People Leadership

Provide leadership and strategic direction to multiple managers and cross-functional delivery teams.

Build, mentor, coach,



and develop high-performing leaders and technical professionals.

Drive employee engagement, career development, succession planning, talent retention, and recruitment.

Foster a culture of accountability, collaboration, innovation, and customer-centric delivery.

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Stakeholder Management Transformation

Collaborate with the Director of Data Integrations, US business stakeholders, enterprise technology teams, and delivery partners.

Serve as the primary escalation point for critical operational and delivery issues and present operational reviews and recommendations to senior leadership.

Leverage healthcare domain expertise to support data integration, interoperability, analytics, and enterprise reporting initiatives.

Lead support transformation, operating model redesign, process optimization, automation, cloud adoption, and operational modernization.

Establish best practices for incident, problem, change, and knowledge management and manage vendor/service-provider relationships.

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US input prompts:

Confirm the core services and platforms owned, delivery size and geographic scope, governance cadence, SLA/KPI targets, and transformation priorities.

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Education Experience:

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

Master's degree preferred.

15+ years of progressive IT experience.

Minimum 6+ years in senior leadership roles managing large-scale application support and service delivery organizations.

Minimum 6+ years of people management experience leading managers and multi-layered teams.

Proven experience managing large offshore delivery organizations and shared services/support delivery organizations.

Extensive experience supporting enterprise-scale US healthcare applications and platforms.

Demonstrated success leading large programs, transitions, and operational transformation initiatives.

US input prompts:

Confirm the minimum leadership tenure, organization size, healthcare-domain requirement, and education expectations.

Must Have Skills

Strong experience leading large-scale application support,



service delivery, transitions, and operational transformation.

Proven people leadership experience managing managers and multi-layered cross-functional teams.

Strong understanding of the ITIL framework, including Incident, Problem, Change, and SLA Management.

Extensive experience supporting enterprise-scale US healthcare applications and platforms.

Strong executive stakeholder engagement, governance, escalation management, and service-review capabilities.

Robust familiarity with Data Engineering, ETL/ELT Development Support, DBA, EDW, BI Reporting, and cloud-based data platforms/modern analytics ecosystems.

US input prompts:

Confirm non-negotiable leadership scale, healthcare experience, ITIL/service-management depth, and Data Integrations domain expectations.

Nice to Have Skills

ITIL Foundation Certification or higher.

Master's degree.

Experience driving automation, cloud adoption, operational modernization, operating-model redesign, and process optimization.

Experience managing vendors, service providers, and external delivery partners.

US input prompts:

Identify preferred certifications, transformation experience, cloud exposure, and vendor-management capabilities that improve candidate quality.

Licenses, Certifications Training :

ITIL Foundation Certification or higher preferred.

Knowledge, Skills, Abilities, Behaviors:

Demonstrates strategic leadership, accountability, and strong ownership of service reliability and delivery outcomes.

Builds, coaches, and develops high-performing managers, leaders, and technical teams.

Communicates effectively with executive leadership, US stakeholders, delivery partners, and cross-functional teams.

Demonstrates strong stakeholder influence, escalation management, and decision-making capabilities.

Drives continuous improvement, operational excellence, collaboration, innovation, and customer-centric delivery.

Proactively identifies operational risks and drives mitigation, governance, and service-improvement actions.

US input prompts:

Highlight team-specific leadership behaviors such as executive presence, customer focus, transformation leadership, accountability, and change resilience.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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