- Manages the delivery of the contracted services/solutions to time, cost and quality, including Service Level Agreements (SLAs).
- Manages operations delivery and is
- responsible for the ITIL processes, infrastructure maintenance and nightly cycles and batch processing.
- Operates within defined cost structure (Plan of Record), ensures the delivery of the contracted services/solutions to time, cost and quality, including SLAs
- Drives service and quality improvement by:
- Ensuring that delivery issues are fully resolved (including root cause analysis)
- Implementing service improvement, productivity improvement and cost optimization plans
- Maximizing use of standard Gainwell products and solutions
- Compliance with ITIL processes and Gainwell standards, processes and tools
- The ADL role is a key part of the Account Management team – they will partner with the Account General Manager and the customer to transform the client business while demonstrating the innovation Gainwell brings to our customers and driving towards a standardized, automated service delivery model
- Integrates and co-ordinates services from Delivery Functions and between Gainwell and third-party suppliers
- Leads operational excellence initiatives in support of the account.
- Identifies delivery issues (time, cost and quality) and ensures that the impact and resolution actions are understood by key stakeholders
- Develops and nurtures an excellent client relationship at the executive level in conjunction with the Account General Manager
- Understands the client to:
- Contribute to the client's strategic business plan
- Analyze delivery requirements
- Create incremental revenue opportunities
- Drive transformation of the client environment to deliver high-value, cost-effective services
- Providing efficient and effective service delivery
- Proactively managing issues that could impact service and/or client satisfaction
- Focusing on continual quality and cost improvement aligned to the client business priorities
- Act as the highest point of accountability
- For all delivery outcomes, issues and costs
- Pro-active oversight of end-to-end service delivery through effective measurement and governance
- Maintain a Gainwell focus to drive client satisfaction
- Pro-active and open communication – no surprises, no excuses
- Escalation by exception
- Predictable, reliable – vigilance on zero outages, red projects
- Represent "One Gainwell" and consider the client's viewpoint first and foremost for delivery related topics
- Fiscally responsible
- Delivering to the SLA, avoiding penalties
- Bachelor's degree or equivalent combination of education and experience
- Master's degree in business administration, engineering, information systems or related field preferred
- 10+ years of IT management experience within a large-scale technology environment
- At least 5-7 years of experience in leading Infrastructure and/or Application Business
- Excellent customer relationship management skills with demonstrated success with building/managing relationships with customers at all levels of an organization, including C-level executives
- Experience working with Medicare/Medicaid/Public Health
- Capability as credible and effective executive advisor/coach, including managing change and transformation (cultural, technical, and business)
- Highly self-motivated − responds well to and operates effectively under pressure
- Deals well with complexity
- Collaborative team-player
- Results-oriented
- Leader that demonstrates initiative and decisiveness
- Possesses tenacity and drive
- Embraces and champions change
- Willing and able to travel whenever necessary to support Account/Client meetings
- Fast-paced and dynamic work environment
- Up to 10% travel required
- Fully remote opportunity (within US)
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Account Delivery Leader - Any city, United States - Gainwell Technologies LLC
Description
Requisition ID: 24671
Summary
The Account Delivery Leader (ADL) is accountable for the delivery of all Gainwell Technology services to the Client contractual, cost, schedule and quality targets.
The ADL works with the account and their management team to deliver high quality services, with high client satisfaction, at the targeted cost levels.
Their mission is to evolve the delivery model to be ahead of the competition in terms of quality and cost and enable growth for the business.
Your role in our mission
The ADL is the principal contact for all delivery issues for both the client and Gainwell delivery organizations.
The ADL manages the client relationship for all Delivery activities.
Establishes the customer as a reference account by:
Expectations of the ADL
Accountable for end-to-end delivery
Reinforces safe pair of hands
Serves as a trusted advisor/partner
Manages to the account financial plan
What we're looking for
Personal Attributes:
What you should expect in this role
DIVERSITY COMMITMENT
To harness the power of innovation, we invest in the development of diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to our company.
Our company is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with us and are in need of accommodation or special assistance to navigate our website or to complete your application, please contact us. Requests for reasonable accommodation will be considered on a case-by-case basis.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, gender, sexual orientation, gender identity, protected veteran status or disability.