Position Description
Serco is seeking a Service Delivery Integration Manager to join our talented and dynamic team providing support to millions of consumers seeking healthcare coverage via the Health Insurance Marketplace. This position supports the Service Delivery team, which is responsible for developing processes, operationalize policy changes and provide solutions to facilitate the review and adjudication of consumer applications on the CMS-ES Eligibility Support Contract. The candidate in this role will provide oversight and managerial guidance to the integration teams and engage with cross functional teams and managers in Service Delivery (SD), IT, Operations and Quality.
The ideal candidatewill manage all aspects of each integration area, provide guidance and influence adherence to established best practices, processes and timelines to drive successful outcomes.The candidate should be analytical minded, problem solver, comfortable with speaking to a diverse audience, and able to think through a wide range of issues with confidence. The candidate should be able to work in a very fast-paced environment, handle multiple concurrent competing priorities with short turn-around times.
If that describes you in a nutshell, we are interested in speaking with you!
This role will primarily be located in Serco's Herndon, VA office.
Responsibilities
Responsible for managing Service Delivery Integration team comprising of product owners and integration leads and coordinate the integration efforts across cross functional areas.
Provide managerial guidance in all aspects of integration projects including but not limited to work allocation prioritization, RPA improvements, operations engagement, SDLC and process improvements, project management.
Lead engagement activities with cross-functional stakeholders and ensure process compliance.
Work closely with the team to identify areas of opportunity for improvements and expansion that make the program more efficient and cost-effective.
Develop improvement strategies and effectively communicate recommendations to leadership
Innovate processes to improve business outcomes and customer experience
Represent Service Delivery in Engineering Process Group meetings, advocate for improvements, and keep the Service Delivery Director informed of the changes and outcomes.
Provide oversight and ensure product line teams adheres to the SDLC and any new/revised processes and procedures to better enable the planning and execution of projects.
Utilize established mechanisms for monitoring and reporting the project progress to SD Director, program leadership.
Communicate potential risks on the assigned projects, create mitigation and contingency plans accordingly to minimize impacts to the delivery of simultaneous project efforts.
Review deliverables for quality assurance and ensures the timeline are met to achieve targets.
Perform document peer review of White Papers, SOPs, Project Charters and Business Requirement documents (BRDs) for the work performed under the integration area.
Manage team and individual performance to sustain high-performing team.
Responsible for fulfilling staffing needs, hiring and retaining high talent. Participate in recruitment and interview process.
Participate in strategy sessions with Service Delivery leadership, managers, cross functional teams and/or client as directed.
Qualifications
To be successful in the role, you will have:
Bachelor's degree in computer science or related field from an accredited institution with 8-10 years of relevant work experience.
Experience managing at the intersection of business and technology, especially business process management, SDLC management, decision management technologies or business rules engines, robotic process automation (RPA),business systems and data communication.
Demonstrated experience managing complex, dynamic projects in a fast-paced environment.
Demonstrated experience with business process re-engineering and management.
Skilled at working effectively with cross functional teams in a matrixed organization
Strong problem-solving skills and ability to learn quickly, distill complex scenarios into easily understandable synopses
Works with minimal supervision with wide latitude for independent judgment
Teamwork approach to conflict resolution, inter-group activities.
Strong organizational, interpersonal, and Client management skills.
Strong verbal and written communications skills.
Enjoy working in a collaborative and team environment.
Additional desired experience and skills:
HHS/CMS experience a plus.
Project Management Professional (PMP) certification.
Experience with MS Project Schedule.
Yellow/Green Belt certification.
Experience with SDLC Methodologies - Agile, SCRUM, Waterfall.
Knowledge of Relational Databases, SQL.
Understanding of decision logic tools.
Familiarity with JIRA, Confluence, Microsoft Suite, and SharePoint.
Ifyou love high profile and challenging projects,if you are interested in supporting our mission and working with a passionate team,Serco has a great opportunity for you! Submit your application now for immediate consideration. It only takes a few minutes and could change your career!
Company Overview
Serco Inc. (Serco) is the Americas division of Serco Group, plc. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state and local governments, and commercial clients. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Headquartered in Herndon, Virginia, Serco Americas has over 9,000 employees and is part of a $4 billion global business that helps transform government and public services around the world. At Serco, our employees are our most valuable asset - we listen, respect and support them throughout their career at Serco. We invite you to become part of our dynamic team. Serco is an equal opportunity employer committed to diversifying our workforce (Race/ Color/ Sex/ Sexual Orientation/ Gender Identity/ Religion/ National Origin/ Disability/ Vets).
To review Serco benefits please visit: https://www.serco.com/na/careers/benefits-of-choosing-serco .
If you require an accommodation with the application process please email: careers@serco-na.com or call the HR Service Desk at 800-628-6458, option 1. Please note, due to EEOC/OFCCP compliance, Serco is unable to accept resumes by email.
Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email Agencies@serco-na.com .
COVID-19 Regulations: Serco complies with all applicable COVID-19 requirements. This may require employees to be vaccinated against COVID-19, provide attestations regarding vaccination status and/or COVID-19 testing, or satisfy other conditions of employment that Serco deems appropriate, and employees may be required to show proof of vaccination and/or negative COVID-19 test results as a condition of employment (except in limited circumstances where an employee is legally entitled to an accommodation).
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ID 51868
Recruiting Location : Location US-VA-Herndon
Category Business Systems/Analysis
Position Type Full-Time
Security Clearance None
Telework Yes - May Consider Occasional/Part Time Teleworking for this position
