Service Delivery Leader

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities

Own the end-to-end performance of the function across service, quality, productivity, financials, workforce, risk, and stakeholder outcomes

Translate enterprise priorities into annual business plans, operating strategies, budgets, capacity plans, and measurable goals

Lead a large, multi-layered organization through Service Delivery Managers, Deputy Managers, Supervisors, and operational teams

Ensure delivery against SLAs, KPIs, quality standards, customer commitments, and regulatory or business-control requirements

Drive Open Enrollment and peak-season readiness across staffing, training, technology, capacity, governance, and contingency planning

Own budgeting, forecasting, utilization, productivity, cost optimization, and delivery of financial commitments

Lead OBRs, QBRs, executive reviews, strategic planning discussions, and critical business escalations

Build trusted relationships with onshore leaders, clients, and cross-functional partners

Define and sponsor the functional transformation agenda, including automation, AI, analytics, process simplification, and operating-model improvements

Proactively identify operational and customer risks and ensure timely mitigation, escalation, and sustainable corrective actions

Build leadership capability through coaching, succession planning, talent development, and clearly defined accountability

Partner with Product, Technology, Finance, Workforce Management, Quality, Training, Compliance, and other business functions

Foster a culture of accountability, collaboration, innovation, employee engagement, and continuous improvement

Comply with all applicable Company policies, procedures, and business directives, changes including those relating to work location, team assignments, work schedules, and flexible work arrangements

Required Qualifications

Overall experience of 15+ years, including significant experience leading large and complex operational functions

Proven experience managing through multiple levels of leadership, including Service Delivery Managers or equivalent roles

Experience in budgeting, forecasting, capacity planning, productivity management, cost optimization, and business-case development

Experience in workforce strategy, organizational design, leadership development, and succession planning

Demonstrated end-to-end ownership of service delivery, people, financials, quality, risk, and stakeholder outcomes

Solid understanding of Open Enrollment, AEP, Case Installation, Benefit Content, Benefit Configuration, ODM, or comparable healthcare operations

Demonstrated success in leading transformation, automation, process redesign, or technology-enabled change

Solid executive communication, business presentation, negotiation, and stakeholder-management skills

Working knowledge of Lean, Six Sigma, Value Stream Mapping, root-cause analysis, and operational excellence practices

Ability to interpret complex business data and convert insights into strategic and operational decisions

Willingness to work from the office and provide leadership support during business-aligned shifts, peak seasons, holidays, or critical delivery periods.

Leadership Expectations

Ability to operate with an enterprise mindset and make decisions based on overall business value

Ability to demonstrate Solid executive presence, business acumen, and decision-making capability

Ability to own outcomes across operations, customer experience, people, financials, risk, and transformation

Ability to challenge the status quo and promote scalable, technology-enabled solutions

Ability to build a Solid leadership pipeline and create an accountable, inclusive, and high-performing organization

Ability to anticipate business risks and opportunities rather than responding only after issues arise

Interpersonal Skills

Proven e excellent verbal and written communication skills

Proven creative, responsive and adaptive in a dynamic environment and a good team player

Ability to adhere & drive all established company policies & procedures

Ability to work independently and creatively research and implement new solutions

Ability to work under pressure and deliver within required turn-around times

Should be flexible to adapt to quick delivery models

Should be flexible to work in Evening/Night Shifts - 6:00/8:30 PM Shift throughout the year

Flexible to support the team during holidays and work extended hours as per the Business requirement

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone - of every race, gender, sexuality, age, location and income - deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.