Director - Service Delivery
Advantmed India LLP · Gandhinagar, Gujarat, India
Tailor my CV for this job — freeRole: Director – Service DeliveryReporting To: Associate Vice President
The successful candidate will serve as the key bridge between clients, operations, and leadership teams while driving scalable processes, operational efficiency, and long-term client success.The ideal candidate will bring a strong combination of client relationship management, service delivery leadership, commercial acumen, and transformational leadership with extensive experience supporting US healthcare clients.Key Responsibilities1. Client Relationship Management & Account Growth (30%)Own and strengthen executive-level relationships across strategic client accounts.Drive client satisfaction, retention, and long-term partnership growth.Identify opportunities for consultative engagement and value creation across accounts.Lead Quarterly Business Reviews (QBRs), Performance Review Meetings (PRMs/PPRs), and governance discussions.Partner with Sales and Business Leaders to identify cross-sell, upsell, and account expansion opportunities.Develop account growth strategies aligned with client business objectives.Serve as the primary escalation point for critical client issues and ensure timely resolution.2. Operations & Delivery Governance (30%)Maintain overall accountability for end-to-end client delivery across assigned portfolios.Ensure services meet contractual obligations, SLAs, quality standards, and operational KPIs.Establish strong collaboration between Client Success, Operations, Quality, Technology, and Support functions.Monitor service delivery performance and proactively address operational risks.Drive governance frameworks, executive reporting, and performance management practices.Lead governance reviews, operational business reviews, and executive stakeholder discussions.Ensure operational scalability, business continuity, and service excellence.3. People Leadership & Talent Development (10%)Lead, mentor, and develop Client Success leaders including RAMs, CAMs, and PAMs.Build a strong leadership and succession pipeline across teams.Foster a culture of accountability, collaboration, and client centricity.Drive employee engagement, retention, and professional development initiatives.Support leadership coaching, capability development, and performance management.Enable cross-functional collaboration and best-practice sharing across teams.4. Strategic Initiatives & Process Excellence (30%)Define and implement governance structures, communication frameworks, and RACI models.Drive organizational OKRs and strategic business initiatives.Identify opportunities for automation, digitization, and process optimization.Lead transformational initiatives that enhance client experience and operational efficiency.Standardize reporting mechanisms, dashboards, and performance management frameworks.Foster a culture of innovation, continuous improvement, and operational excellence.Partner with executive leadership to support strategic growth objectives.Required QualificationsBachelor's degree in Business, Healthcare Administration, Management, or a related discipline.MBA or equivalent postgraduate qualification preferred.15+ years of experience in Client Success, Client Delivery, Service Delivery, Account Management, or related leadership functions.Minimum 5+ years of experience managing managers and leading cross-functional teams.Demonstrated success managing executive stakeholder relationships and US-based clients.Strong understanding of US Healthcare operations such as: Revenue Cycle Management (RCM)Risk AdjustmentMedical CodingMedical Record RetrievalHealthcare Operations and ServicesProven track record of client retention, account growth, governance leadership, and operational excellence.Key CompetenciesExecutive Presence & Stakeholder ManagementStrategic Thinking & Business AcumenClient Success & Customer CentricityRevenue Growth & Account ExpansionOperational ExcellenceLeadership & Talent DevelopmentChange ManagementProgram & Portfolio ManagementProblem Solving & Decision MakingNegotiation & Influencing SkillsSuccess MetricsSuccess in this role will be measured by:Client Satisfaction (CSAT/NPS)Client Retention and Renewal PerformanceRevenue Growth and Account ExpansionSLA Adherence and Quality AchievementGovernance EffectivenessOperational Efficiency ImprovementsEmployee Engagement and RetentionStrategic Initiative and OKR AchievementAbout AdvantmedFounded in 2005 and headquartered in California, Advantmed is a leading Healthcare Information Management company that helps Health Plans and Managed Care Organizations (MCOs) optimize revenue and improve quality outcomes.Advantmed partners with health plans, provider groups, and healthcare organizations to deliver a unique combination of healthcare technology, analytics, risk adjustment solutions, quality programs, medical record retrieval, abstraction, coding services, provider education, and healthcare intelligence solutions.With a global workforce of 4,400+ employees and over two decades of healthcare expertise, Advantmed continues to drive innovation, operational excellence, and measurable outcomes across the healthcare ecosystem.Why Join Advantmed?Lead Strategic Client RelationshipsTake ownership of high-impact healthcare client portfolios and build trusted partnerships with executive stakeholders across leading US healthcare organizations.Own Business Outcomes Beyond DeliveryThis role offers the opportunity to drive client success, account expansion, revenue growth, operational excellence, and strategic business outcomes while influencing key organizational decisions.Shape the Future Operating ModelWork across Client Success, Operations, Quality, Technology, and Leadership teams to build scalable governance frameworks and transformation programs that directly impact business performance.Drive Growth and TransformationLead initiatives focused on process optimization, automation, operational scalability, client experience enhancement, and long-term business growth.Executive Visibility and Strategic InfluenceCollaborate directly with senior leadership while influencing organizational strategy, client engagement models, governance practices, and growth initiatives.Build High-Performing TeamsDevelop and mentor future leaders while fostering a culture built on accountability, ownership, collaboration, innovation, and continuous improvement.Make a Meaningful Impact in HealthcareSupport healthcare organizations in improving quality outcomes, operational efficiency, and healthcare delivery through technology-enabled services and innovative healthcare solutions.What You'll GetOpportunity to Lead Strategic Healthcare Client PortfoliosExecutive Visibility Across Business and Leadership TeamsExposure to Global Clients and Senior Healthcare StakeholdersOwnership of Client Success, Account Growth, and Delivery ExcellenceOpportunity to Drive Enterprise-Level Transformation InitiativesLeadership Development and Career Growth OpportunitiesHigh-Impact Role with Strong Organizational InfluenceCollaborative and Performance-Driven CultureDynamic, Fast-Growing Healthcare Technology & Services EnvironmentCompetitive Compensation and Benefits PackageOur Culture – B.L.O.C.K.SB – Bring the FunL – Leverage Together for BetterO – Outperform YourselfC – Care at Every TouchpointK – Keep Your Word, Keep It RealS – Stay Curious & Listen WellAt Advantmed, our values guide how we collaborate, innovate, and deliver results. We are committed to creating an environment where talented professionals can grow, lead, and make a meaningful impact on healthcare outcomes while building rewarding careers.