Service Delivery Manager – Infrastructure, Growth

This is a fully remote position, open to applicants in North Carolina.

📋 Description

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

• Ensure synchronization with construction schedules and proactively identify potential risks that may affect opening timelines.

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

• Act as the escalation point for complex technical or operational challenges affecting timelines, budgets, or overall readiness.

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

• Effectively allocate resources across multiple projects based on their priority, complexity, and timelines.

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

• Identify skill gaps and provide coaching to enhance technical and project delivery competencies.

• Operate as a player-coach by directly supporting implementations during peak demand periods or critical project phases.

• Conduct or oversee both on-site and remote technical activities, which include network and infrastructure setup, coordination with ISP and low-voltage vendors, hardware deployment, telecom setup, modality connectivity and VPN coordination, software testing, troubleshooting, and infrastructure validation.

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

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

• 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 facilitate ongoing organizational growth.

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

• Track and report key performance metrics such as on-time center openings, budget adherence, go-live defect rates, and post-implementation incident trends.

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

• Identify and mitigate risks associated with construction schedules, infrastructure readiness, vendor dependencies, and operational support.

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

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

⛳️ Requirements

• A Bachelor’s degree in Information Technology, Engineering, or a related field is preferred.

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

• A minimum of 3 years of leadership experience managing technical teams or implementation resources.

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

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

• Strong working knowledge of WAN/LAN networks, VPNs, and firewalls.

• Familiarity with low-voltage cabling and site infrastructure requirements.

• Experience with ISP circuit provisioning and vendor coordination.

• Proficiency in wireless networking, switching, and endpoint deployments.

• Competence in Windows desktop troubleshooting and support.

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

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

• Capability to operate with urgency, accountability, and minimal oversight in a high-growth environment.

🏝️ Benefits

• 50-60% travel required.

• Fast-paced, high-growth environment that demands strong prioritization and adaptability.

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