Director - Service Delivery

Location: Gujrat High Court

Designation:
Director - Service Delivery
Reporting:
Associate Vice President

Location:

Gandhinagar, Gujarat

Shift: 4:00 PM to 1:30 AM IST

Requirements:
15+ years of experience in Client Success, Client Delivery or Account Management.
5+ years in leadership roles managing managers and cross-functional teams .
Strong experience managing US clients and executive stakeholders .
Understanding of  US healthcare  operations: revenue cycle management (RCM), risk adjustment, medical coding, or healthcare services preferred.
Proven track record of client retention, account growth, and operational excellence .
Bachelor’s degree in business, Healthcare Administration, Management, or related field.
Master's degree (MBA or equivalent) preferred.

Position Summary:

Advantmed is seeking an experienced and strategic Director - Service Delivery to lead end-to-end client delivery, account growth, and client relationship management across multiple healthcare service lines. This role will oversee client-facing teams across departments, ensuring seamless delivery, operational excellence, strong governance, and exceptional client satisfaction.
The ideal candidate will have significant experience managing US-based clients, leading cross-functional teams, driving revenue growth, and building high-performing client success organizations. This individual will serve as the primary bridge between clients, operations, and leadership teams to ensure long-term client success and business growth.

Key Responsibilities:

1. 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 value addition and consultative engagement 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 objectives.
Act as an 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 delivery service meets contractual obligations, SLAs, quality standards, and operational KPIs.
Establish strong collaboration between Client Success, Operations, Quality, Technology, and Support functions.
Monitor delivery performance and proactively address operational risks.
Drive governance frameworks and executive reporting mechanisms.
Lead client governance meetings and business performance discussions.
Ensure business continuity, operational scalability, 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 pipeline and succession framework.
Foster a culture of accountability, collaboration, and client-centricity.
Drive employee engagement, retention, and professional development initiatives.
Support capability building, leadership coaching, and performance management.
Promote cross-functional teamwork and best practice sharing.

4. Strategic Initiatives & Process Excellence (30%)
Define and implement governance structures, RACI frameworks, and communication models.
Drive organizational OKRs and strategic business initiatives.
Identify opportunities for automation, digitization, and process optimization.
Lead transformational initiatives that improve client experience and operational efficiency.
Standardized reporting, dashboards, and performance management frameworks.
Foster a culture of continuous improvement and innovation.
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