Head of Service Delivery

Job Summary

To support a growing operations team, the full-time Head of Service Delivery will manage Workforce Management (WFM) and Quality Assurance (QA) functions, oversee vendor partnerships, and drive service delivery strategy in a remote environment.

Key responsibilities

• Build and lead a team of functional leads across WFM and QA, enhancing their capabilities for independent operations
• Own the end-to-end vendor lifecycle, including sourcing, onboarding, contract structuring, and performance management
• Set strategies for WFM demand forecasting and QA audit frameworks, ensuring standardized reporting across both functions

Required qualifications

• Direct experience managing teams, including leading managers or team leads
• Proven track record in vendor management within a healthcare operations context
• Experience with Workforce Management (WFM) forecasting and Quality Assurance (QA) program development
• Strong understanding of AI applications in operational workflows and data security compliance
• Ability to build capacity models for human and automated throughput forecasting