Ascension · 1 month ago
Service Delivery Manager - TEMS
United States
Full-time
Remote
Mid, Senior Level
$118K/yr - $160K/yr
3+ years expAscension is a large healthcare organization committed to serving others and providing compassionate care. They are seeking a Service Delivery Manager to oversee the operational performance and strategic value of their third-party Telecom Expense Management System (TEMS) provider, ensuring high-quality service delivery and compliance with contractual obligations.
CharityHealth CareHospitalNon Profit
Responsibilities
Vendor & Service Delivery Management
Act as the Primary Liaison (SDM), managing the overall account and working directly with the vendor
Oversee and manage the execution of all mobility managed services, including Invoice Receipt and Loading, Cost Allocation, Mobile Procurement Workflow Management (PWM), and Order Fulfillment Services (OFS)
Ensure vendor contractual compliance by rigorously tracking and managing performance against Service Level Agreements (SLAs) and other contract terms
Manage escalations, drive issue resolution, and handle change requests, referring issues to appropriate leaders and managed partners for resolution
Own the business relationship with key stakeholders in the local health system
Financial Governance and Cost Optimization (Mobility)
Drive and validate cost savings to meet or exceed the Total Savings Objective outlined in the Savings Guarantee Exhibit
Rigorously review and approve/reject identified Savings Opportunities and Savings Potential on a weekly basis, providing relevant business or technical rationale for any rejections
Support mobility services budgeting, forecasting, and expense management , and recommend cost-effective hardware/software solutions
Lead Quarterly Business Review meetings and monthly operational reviews, presenting various analyses to management
Manage change orders for Additional Resource Charges (e.g., over baseline Mobile End User Help Desk incidents or Fulfillment services) to control costs
Provide guidance to business and legal teams with contract changes, negotiations, and terminations
Operational and Technical Oversight
Oversee the quality of logistical services, including Device Staging & Kitting, Spare Pool Management, Device Advanced Exchange, and Recovery/Recycling/Remarketing
Manage the implementation and maintenance of the vendor's scoped app within Ascension’s ServiceNow environment
Ensure proper implementation and maintenance of policies, workflows, and procedures documented in the Customer Specific Document (CSD), including Escalation procedures and Mobile optimization policies
Exercise judgment and influence on key technical decisions, standards, policies, environment selection, and architecture related to the mobility ecosystem
Collaborate on needs analysis for customer service, upgrades or changes to systems
Qualification
Required
High School diploma equivalency with 3 years of cumulative experience OR Associate's degree/Bachelor's degree with 2 years of cumulative experience OR 7 years of applicable cumulative job specific experience required
Financial Accountability: Has direct, proven experience managing large, recurring IT service budgets, driving cost reduction initiatives, and verifying complex invoices to ensure financial compliance
Vendor Governance: Has been directly responsible for overseeing the implementation and performance outcomes of a major Managed Service Provider (MSP) or Telecom Expense Management System (TEMS)
Technical Domain Expertise: Possesses hands-on technical understanding of mobile device lifecycle management, cellular networks, and the core functions of a mobility TEMS platform
Strategic Delivery: Able to define the long-term mobility strategy, align the program with business needs, and successfully deliver against those objectives, including system integrations (e.g., ServiceNow)
Issue Ownership: Demonstrated ability to own high-priority mobility based escalations and drive resolution between internal stakeholders and external vendors under strict SLA guidelines
Preferred
3 years of leadership or management experience preferred
Technical background, specifically in Infrastructure and/or healthcare technology
Experience with ServiceNow
Proven experience working with Managed Service Providers (MSPs)
Experience facilitating technical calls to drive resolution and strong relationship building skills
Specific knowledge of mobility expense management, including analyzing invoice costs, conducting zero-usage analysis, and data pool optimization
Benefits
Paid time off (PTO)
Various health insurance options & wellness plans
Retirement benefits including employer match plans
Long-term & short-term disability
Employee assistance programs (EAP)
Parental leave & adoption assistance
Tuition reimbursement
Ways to give back to your community
Company
Ascension
Answering God's call to bring health, healing and hope to all.
10001+ employees
H1B Sponsorship
Ascension has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (11)
2024 (7)
2023 (1)
2022 (3)
Funding
Current Stage
Late StageTotal Funding
unknown2025-04-03Acquired
Leadership Team
Eduardo Conrado
President and CEO
Kramer Schmidt
Vice President, Consumer Product Dates Employed
Recent News
San Bernardino Sun
2025-12-29
MarketScreener
2025-10-03
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