Delivery Manager I

Role Summary

We are seeking a highly experienced Transition Manager cum Technical Project Manager to lead the successful transition, knowledge transfer, and delivery management of FACETS and associated healthcare payer applications. The role requires a strong blend of healthcare domain expertise, FACETS platform knowledge, transition management capabilities, and technical project leadership experience.

The individual will be responsible for planning and executing transition activities, driving knowledge acquisition, ensuring operational readiness, managing application delivery, governing risks and dependencies, and enabling a seamless transition from incumbent teams to UST delivery teams while maintaining business continuity.

Transition Management

Own and manage the end-to-end transition program for FACETS and non-FACETS application portfolios.

Develop and maintain integrated transition plans, milestones, governance frameworks, and transition schedules.

Drive Discovery, KT, Shadow, Reverse Shadow, and Service Takeover activities.

Coordinate with client SMEs, incumbent vendors, business stakeholders, and delivery teams.

Track transition readiness across applications, teams, environments, tools, processes, and documentation.

Establish and govern transition RAID (Risks, Assumptions, Issues, Dependencies) logs and drive mitigation actions.

Manage transition governance meetings, steering committees, status reporting, and executive communications.

Ensure all transition deliverables are completed, reviewed, approved, and archived.

Drive operational readiness assessments and service takeover sign-offs.

Manage transition-related escalations and facilitate timely resolution of blockers.

Knowledge Transition & Service Readiness

Create and execute KT strategies, wave plans, and role-based onboarding programs.

Ensure comprehensive understanding of:

FACETS Claims

Membership & Billing

Product Configuration

Provider Management

EDI & Integrations

Batch Processing

Production Support Processes

Validate completion of KT through assessments, walkthroughs, shadowing, and reverse-shadow exercises.

Ensure creation of SOPs, runbooks, support guides, process documentation, dependency maps, and architecture documents.

Track readiness gaps and drive closure prior to service transition.

FACETS Delivery Leadership

Provide leadership across FACETS application development and support workstreams.

Coordinate activities across:

Claims Processing

Membership & Billing

Product Configuration

Provider Management

Pricing & Payment Integrity

EDI & Integration Services

Oversee incident, problem, change, release, and defect management processes.

Drive RCA and continuous service improvement initiatives.

Ensure SLA, KPI, and operational commitments are met.

Stakeholder Management

Act as primary interface for project and transition governance.

Communicate effectively with client leadership, business stakeholders, PMO, architects, and delivery teams.

Present status reports, risks, readiness metrics, and executive dashboards.

Build trusted relationships with customer leadership and key stakeholders.

Resource & Financial Management

Support resource planning, onboarding, and transition staffing activities.

Monitor utilization, capacity planning, and skill readiness.

Forecast project risks, budget impacts, and resource requirements.

Drive productivity improvements and automation opportunities.

Risk & Compliance Management

Identify transition and delivery risks proactively.

Maintain governance over compliance, security, HIPAA, audit, and operational controls.

Ensure adherence to organizational quality standards and client requirements.

Drive contingency planning and business continuity readiness.

Required Skills & Experience

Domain Expertise

Strong Healthcare Payer experience.

Deep understanding of:

Claims Processing

Membership & Enrollment

Provider Management

Billing & Premium Processes

Product Configuration

EDI Transactions

FACETS Experience

8+ years of FACETS exposure.

Strong understanding of:

FACETS Claims

FACETS Membership

FACETS Billing

FACETS Workflow

FACETS ITS

FACETS Configuration

FACETS Integration Services

FACETS Batch Operations

Project & Transition Management

Proven experience managing large-scale transition programs.

Experience with:

KT planning and execution

Service transition

Vendor transition

Managed services takeover

Delivery governance

Program reporting

Executive stakeholder management

Technical Skills

Application Development & Support lifecycle management.

Scrum / Agile delivery.

Azure DevOps / Jira.

ServiceNow.

SQL and database awareness.

API and integration concepts.

DevOps and release management understanding.

Leadership Skills

Strong stakeholder management.

Excellent communication and presentation skills.

Team leadership across onsite and offshore teams.

Conflict resolution and escalation management.

Strategic planning and execution capabilities.

PMP certification.

Agile / Scrum certification.

FACETS certification or extensive FACETS implementation/support experience.

Healthcare payer client engagement experience with Blue Cross Blue Shield plans.

Experience managing 50+ member distributed delivery teams.

Success Measures

Successful transition completion with zero business disruption.

KT completion and readiness sign-offs achieved on schedule.

SLA compliance during and after transition.

Reduction in transition risks and issues.

Timely delivery of projects and releases.

High customer satisfaction and stakeholder confidence.