San Francisco Health Plan

  • Manager, Production Services & Delivery

    Job Locations US-CA-San Francisco
    Job ID
    Information Technology Services
    Regular Full-Time
  • Overview

    In this organizationally critical role, you will ensure that customer expectations are met (preferably exceeded) and that staff is meeting and exceeding expectations in regards to performance, SLAs, defined IT operational metrics/benchmarks, and standards and processes are followed to provide effective customer service.  You will supervise and ensure the efficient operation of the company’s network, applications, servers, system software, databases, and equipment as well as manage the Desktop Systems Support and the Help Desk staff.  This role will be focal point for all service delivery services as well as issues.



    • Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
    • Manage process for communicating outage/emergency activities to the organization.
    • Manage workloads and schedules to optimize service delivery and SLA performance.
    • Oversee service requests, incidents, change requests and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents.
    • Manage and maintain processes for monitoring and responding to system faults, backup failures, etc.
    • Liaise with IT management, project teams, and application support groups to coordinate and provide technical resources and support.
    • Ensure 24x7x5 incident response, Incident Root Cause Analysis/Post-Mortems, and compliance to ticket SLAs.
    • Manage all IT hardware inventory activities and information from acquisition to disposal.
    • Oversee management and configuration of the ITSM platform, including service requests, ticketing, change management and problem management.
    • Define key operational metrics, develop reporting infrastructure and cadence, set targets and continuously improve. Present monthly operational metrics to IT Leadership. Analyze IT operation metrics and activities for problems and opportunities.
    • Liaise with IT management, project teams, and application support groups to coordinate and provide technical resources and support.
    • Deploy automation solutions to recurring problems/requests. Support the DevOps tool chain.
    • Work with systems administration, network engineering and development teams team to define requirements for monitoring/alerting/logging.
    • Support the service catalog, including infrastructure, SaaS, and client devices.
    • Partner with security team to enforce security policies and resolve all security remediation activities in a timely manner.
    • Work closely with ITS Applications Development, EDI, System Administration, and Project Management teams to oversee handover of new services from delivery teams to IT Operations/Service Desk Management.
    • Protect the company by ensuring the integrity of business processes and operations.


    • A Bachelor’s degree in Computer Sciences or related field.
      • Master’s Degree in MIS or Computer Sciences is highly desirable.
    • ITIL or ITSM credentials or equivalent experience.
    • 7-10+ years of successful information technology work experience.
    • Minimum of 5 years of management experience in an IT Operations or Engineering team.
    • Demonstrated experience with the Microsoft platform.
    • Experience in managing and developing subordinates, promoting teamwork and encouraging innovative ideas.
    • Ability to manage multiple projects as the lead and drive cross-functional initiatives
    • Strong customer service skills, including strength in written and verbal communication.
    • Able to address complex challenges while maintaining composure under high pressure situations.
    • Be an organized, creative and a problem-solver.
    • Experience with health care organization or health plan preferred.
    • Experience with automation, infrastructure as code, configuration management, and continuous delivery technology.
    • Demonstrated PC literacy, in particular with MSOffice skills (Outlook, Word, Excel, PowerPoint)



    Established in 1997, San Francisco Health Plan (SFHP) is a an award winning,  managed care health plan whose mission is to provide affordable health care coverage to the underserved low and moderate-income residents in San Francisco county. SFHP is chosen by eight out of every ten San Francisco Medi-Cal managed care enrollees and its 140,000+ members have access to a full spectrum of medical services including preventive care, specialty care, hospitalization, prescription drugs, and family planning services. SFHP was designed by and for the residents it serves, and takes great pride in its ability to accommodate a diverse population that includes young adults, seniors, and people with disabilities.



    San Francisco Health Plan is an Equal Opportunity Employer (EOE) M/F/D/V
    Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.


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