Position Summary :

The Senior Manager - Operations & Delivery will lead the operational delivery, support services, project execution, transitions, and continuous improvement initiatives across the Data & Integrations organization. This role is responsible for managing 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.

Key Responsibilities :

- Lead and own the 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 all supported platforms and services.

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

- Manage service transitions from project implementation to production support while ensuring minimal business disruption.

- Ensure Service Delivery Excellence - adherence to SLAs, OLAs, KPIs, service commitments, and quality standards.

- Drive continuous service improvements 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.

- 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, and talent retention initiatives.

- Recruit and retain highly skilled professionals aligned with organizational goals.

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

- Collaborate closely 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.

- Build strong relationships with executive leadership and business partners.

- Present operational reviews, performance updates, strategic recommendations, and service improvement plans to senior leadership.

- Influence cross-functional teams to achieve organizational objectives and successful delivery outcomes.

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

- Lead support transformation initiatives, operating model redesign efforts and process optimization programs.

- Drive automation, cloud adoption, operational modernization, and service improvements.

- Establish best practices for incident management, problem management, change management, and knowledge management.

- Improve operational efficiency through process standardization, automation frameworks, and governance enhancements.

- Manage relationships with vendors, service providers, and external partners.

Required Qualifications :

Education :

- Bachelor's degree in computer science, Information Technology, Engineering, or related field.

- Master's degree preferred.

Experience :

- 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.

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

- Strong experience managing shared services and support delivery organizations.

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

- Strong understanding of : ITIL Framework, Incident-Problem-Change-SLA-Management, ITIL Foundation Certification or higher preferred.

- Strong familiarity with : Data Engineering, ETL/ELT Development & Support, DBA, EDW, BI & Reporting and Cloud-based data platforms and modern analytics ecosystems