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Job Details

UnitedHealth Group

Service Delivery Manager -Telecommute in Texas

Customer Service

Assistant Manager



Houston, Texas, United States

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

If you are located in Houston, you will have the flexibility to telecommute* as you take on some tough challenges.

Primary Responsibilities:

  • Clear understanding of the national strategic IT mission and goals and how they relate to their local market. Performance of job responsibilities aligned to that strategy, creating an environment that fosters team collaboration and engagement. Establishes practices, policies and operating procedures and ensures alignment to departmental objectives and strategy
  • Recognizes problems and is able to make recommendations/decisions on the best course of action to remediate. Resourceful at coming up with solutions using existing or available resources based on knowledge of the organization and level of execution effort
  • Develop and foster relationships with business partners, portfolio leaders, project managers, portfolio stakeholders, and external partners
  • Collaborate with business and finance leadership to prioritize and support daily operations and active projects
  • Establishes measurement criteria and systems to track service delivery outcomes
  • Works alongside the PMO, business, & IT stakeholders to translate problem & use cases into high level IT recommendations & requirements
  • Liaise between business, PMO, and IT subject matter experts to ensure consistent communication and quality service delivery
  • Provide consistent and effective operational dashboards, reviews, and scorecards to measure and report on the health of IT as it relates to business outcomes
  • Provide feedback and data to assist in continual improvement of the project intake and review process
  • Manage expectations by assessing customer feedback, communicating progress, conducting research, and assisting to improve IT procedures
  • Ensure compliance and alignment with Technology standards and processes
  • Facilitate and support incident escalations
  • Identify, track, and manage problems through a defined Problem Management process and approach
  • Serve as the point of escalation for Regional Leadership or requestors with issues directly related to delivery
  • Support and promote IT framework, governance, and processes
  • Highly functional in an dynamic, challenging environment
  • Comfortable bending between the tactical and strategic
  • Anticipate and aggressively remove obstacles that slow down or prevent the delivery of IT solutions to the business
  • Takes independent action by actively seeking information to understand customer circumstances, problems, expectations, and needs. Initiates action to correct problems or notifies others of issues as appropriate
  • Perform other relevant job duties as assigned

Job Scope:
Job consists of recurring work situations with variations based on potential escalations and break/fix activities. Job involves a moderate degree of complexity and requires both business and broad IT acumen. Incumbent is a lead/individual contributor that is responsible for driving resources that may or may not be in their direct reporting structure. Duties are performed independently with minimal supervision. Decisions are made within established departmental guidelines. Position has high visibility due to directly impacting clinics and patient outcomes. Errors in judgment or work performance could result in insufficient business and patient outcomes.

Interpersonal Contacts:
Contacts are normally made with others both inside and outside the organization. Internal contacts may include all levels of teammates within DMB. External contacts may include Clinic and healthcare professionals, as well as various IT vendors. Interactions tend to focus on information exchange, problem solving, issue resolution, technical troubleshooting, and Major Incidents. Contacts regularly contain confidential/sensitive information. Incumbent occasionally initiates contacts on his/her own with 50% being by phone or e-mail and the remainder via face-to-face interaction.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

  • Undergraduate degree or equivalent experience
  • ITIL or other industry related certifications
  • 5years of combined IT experience in operations or IT related Service Delivery Management
  • ITIL and operational metrics reporting and driving decisions and improvement initiatives based on that data

Preferred Qualifications:

  • Bachelor s degree in the area of Information Technology
  • ITIL certification
  • Healthcare/Clinical experience
  • Executive presence and adeptness with how to effectively address an executive audience
  • Sharp Business acumen & problem solving aptitude
  • Solid analytical, communication, management, and relationship skills
  • Ability and desire to thrive in a very fast-paced, team-oriented environment
  • Ability to manage multiple priorities and manage the expectations of your stakeholders and peers
  • Capable of translating the needs of the business to IT and being an effective liaison/partner for both
  • Solid attention to detail and organizational skills
  • Outstanding organizational, communication, interpersonal, relationship building skills conducive to collaboration; able to work well in a cross-functional, matrix management environment
  • Ability to communicate effectively across multiple levels of the organization including managing through cross-business area or business unit prioritization discussions
  • Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment.

Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.(sm)

Colorado, Connecticut or Nevada Residents Only: The salary range for Colorado residents is $82,100 to $146,900. The salary range for Connecticut / Nevada residents is $90,500 to $161,600. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

*All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.