Program Director

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the provision of IT managed services for hospitals within Superlanet's healthcare client portfolio, ensuring excellence in operations and outstanding client satisfaction.

• Guarantee the quality, efficiency, and uniformity of managed IT services provided across all client interactions.

• Establish trusted connections with CIOs, IT executives, and operational leaders, acting as a strategic consultant for the delivery of managed services.

• Ensure adherence to service level agreements, track key performance indicators, and initiate corrective measures when performance standards are not achieved.

• Coordinate the onboarding process for new managed services clients in collaboration with recruiting, operations, account management, and technical leadership teams.

• Regularly assess, enhance, and refine service management processes to boost operational efficiency and service quality.

• Collaborate with Client Success Managers, Account Managers, and Technical Advisors to maintain high levels of client satisfaction and sustain long-term partnership success.

• Provide executive oversight for significant healthcare IT projects, such as Epic implementations, optimization initiatives, enterprise technology transformations, and operational readiness tasks.

• Handle essential client communications regarding major incidents, service disruptions, escalations, outages, and executive-level issues.

• Create, analyze, and deliver operational performance reports, identifying trends and suggesting service enhancements.

• Oversee program financials, staffing strategies, resource distribution, forecasting, and the overall health of accounts.

• Propel issue resolution, risk management, and ongoing service improvement across all managed services engagements.

• Discover opportunities to broaden existing client relationships through additional managed services, strategic consulting, and technology initiatives.

⛳️ Requirements

• Bachelor's degree in Information Technology, Healthcare Administration, Business, or a related discipline (Master's preferred).

• 8+ years of leadership experience in healthcare IT.

• 5+ years in leading managed services, healthcare IT operations, or enterprise support organizations.

• Experience in supporting hospitals, health systems, or academic medical centers.

• Strong understanding of healthcare technologies, including Epic or other enterprise EHR platforms, infrastructure, cloud services, networking, cybersecurity, endpoint management, and IT operations.

• Proven track record of managing multiple client engagements, cross-functional teams, budgets, and relationships at the executive level.

• Exceptional communication, leadership, organizational, and client relationship management skills.

• PMP, ITIL, or similar leadership certifications are preferred.

🏝️ Benefits

• Remote position with travel required.