Service Delivery Manager, Infrastructure and Growth

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

📋 Description

• Oversee comprehensive IT delivery for the launch of new imaging centers, relocations, mergers/acquisitions, and expansion initiatives.

• Ensure synchronization with construction schedules while proactively identifying potential risks that may affect opening timelines.

• Uphold consistent standards, processes, and quality expectations in implementation across all locations.

• Act as the escalation point for intricate technical or operational challenges that could impact timelines, budgets, or readiness.

• Guide, mentor, and cultivate a team of Implementation Engineers to assure high performance and consistent delivery.

• Efficiently allocate resources across various projects based on priority, complexity, and schedules.

• Establish accountability for project milestones, adherence to SLAs, go-live preparedness, and implementation results.

• Identify skill deficiencies and offer coaching to enhance technical and project delivery expertise.

• Function as a player-coach by directly assisting with implementations during high-demand periods or critical project stages.

• Conduct or supervise both on-site and remote technical activities, including:

• Network and infrastructure configuration

• Coordination with ISP and low-voltage vendors

• Hardware installation and telecom setup

• Modality connectivity and VPN management

• Software testing, troubleshooting, and infrastructure validation

• Provide on-site leadership during go-live events to guarantee smooth activation and quick issue resolution.

• Collaborate closely with Construction Management, the PMO, Infrastructure and Network teams, vendors, and MSP partners to facilitate successful project implementation.

• Ensure that IT activities are fully integrated into construction and operational workflows.

• Promote clear and structured communication regarding project status, risks, dependencies, and decisions among stakeholders.

• Develop and standardize scalable implementation processes to support ongoing organizational growth.

• Enhance efficiencies related to scheduling, vendor management, equipment readiness, and site validation.

• Monitor and report on key performance metrics including:

• Timely center openings

• Budget compliance

• Go-live defect rates

• Post-implementation incident patterns

• Continuously refine delivery processes using insights gained and operational feedback.

• Identify and mitigate risks concerning construction timelines, infrastructure preparedness, vendor dependencies, and operational support.

• Coordinate with external vendors, including ISP providers, cabling contractors, and hardware suppliers to ensure prompt delivery and execution.

• Hold vendors and partners accountable for adhering to project timelines, commitments, and service expectations.

⛳️ Requirements

• Bachelor's degree in Information Technology, Engineering, or a relevant field is preferred.

• Over 7 years of experience in IT infrastructure, implementations, or service delivery environments.

• At least 3 years of leadership experience managing technical teams or implementation resources.

• Demonstrated success in supporting multi-site expansion projects or large-scale rollout programs.

• Experience in healthcare, imaging, or other regulated industries is highly preferred.

• Strong working knowledge of:

• WAN/LAN networks, VPNs, and firewalls

• Low-voltage cabling and site infrastructure needs

• ISP circuit provisioning and vendor coordination

• Wireless networking, switching, and endpoint deployments

• Windows desktop troubleshooting and support

• Capability to independently execute implementation tasks as necessary.

• Strong leadership presence with the ability to influence and collaborate across cross-functional teams.

• Exceptional communication and organizational skills, including the ability to report at the executive level.

• Ability to work with urgency, accountability, and minimal supervision in a high-growth environment.

• Experience in healthcare or radiology/imaging settings is preferred.

• Familiarity with modality integration, PACS/RIS systems, and clinical workflows is an advantage.

🏝️ Benefits

• Willingness to travel up to 60% during peak implementation phases.

• Flexibility to accommodate occasional night and weekend work during go-live events.