Service Delivery Director – Healthcare

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

📋 Description

• Oversee and direct the daily operations of the Service Delivery team to achieve or surpass client SLAs and internal performance objectives.

• Create and implement service delivery strategies, processes, and best practices to guarantee client satisfaction and adherence to contracts.

• Act as a senior escalation point for client-related issues and service interruptions, ensuring prompt resolution and communication.

• Collaborate with Sales, Client Experience, Professional Services, and Shared Services teams to align with client requirements and business goals.

• Manage resource allocation, workforce planning, and team development initiatives.

• Execute continuous improvement projects aimed at enhancing efficiency, client experience, and profitability.

• Oversee financial aspects of service delivery, including forecasting, budgeting, and reporting.

• Analyze operational reports and service performance metrics, and lead service review meetings with key clients.

• Ensure compliance with ITIL best practices, HIPAA/HITECH regulations, and healthcare security and compliance standards.

• Maintain service continuity and uptime for critical healthcare systems, including EMR/EHR-related infrastructure.

• Foster a culture of excellence, accountability, and innovation within the healthcare service delivery organization.

• Track service performance dashboards and operational metrics, and monitor ticket queues, incident trends, and major problem records.

• Conduct and lead daily stand-ups with Pod Managers and support teams.

• Engage in client meetings, SBRs (Strategic Business Reviews), and ad-hoc service reviews.

• Coach and mentor Pod Managers and technical leaders, reviewing service improvement plans to ensure progress on corrective actions.

⛳️ Requirements

• Direct experience in delivering IT or managed services within healthcare provider, payer, or life sciences settings, with an understanding of clinical workflow sensitivity and patient-care uptime expectations.

• Familiarity with HIPAA/HITECH regulations and their application in day-to-day service delivery, incident management, and audit responses.

• Strong grasp of ITIL principles and service management best practices.

• Proven experience managing large-scale, multi-client service operations in an MSP or IT services setting.

• Strong financial understanding related to service delivery operations, including forecasting, budgeting, and cost-per-ticket and utilization metrics.

• Exceptional leadership, communication, and client relationship management skills, with the ability to present to healthcare compliance and clinical operations stakeholders comfortably.

• Capacity to thrive in a fast-paced, ever-evolving environment and operate effectively in an EOS-managed, growth-oriented MSP/MSSP setting.

• Working knowledge of a PSA/ticketing platform (such as ConnectWise or similar) and service performance dashboards.

• Bachelor's degree in Information Technology, Business Administration, Healthcare Administration, or a relevant field, or equivalent professional experience.

• 8+ years of leadership experience in Service Delivery within an MSP or IT services environment.

• 3+ years of direct managerial experience leading teams.

• ITIL v4 Foundations (or a higher certification) preferred.

• PMP, PRINCE2, or equivalent project management certifications are a plus.

• ConnectWise Certified Expert designation is advantageous.

• Microsoft, AWS, Cisco, or other technical certifications are beneficial.

🏝️ Benefits

• Competitive salary based on experience.

• Comprehensive benefits package that includes health, dental, and vision insurance.

• 401(k) retirement plan with company matching contributions.

• Unlimited PTO and holidays.

• Opportunities for professional development.