IT Service Delivery Program Manager, Healthcare
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Job Description
Healthcare IT program manager leading Harbor IT’s MSP delivery team, EMR escalations, and clinical technology projects. Owning SLA performance, compliance, PMO outcomes, and renewals.
Responsibilities:
- Own end-to-end operational performance of Harbor IT's Healthcare POD, including clients, delivery team, projects, and service delivery workflows
- Directly manage a Solution Architect, Sr. Systems Engineers, Support Specialists, and Project Manager, including hiring, coaching, performance management, and workload assignment
- Own SLA/KPI attainment, including EMR uptime, downtime escalation response times, and incident resolution
- Serve as senior escalation point for EMR-related incidents and coordinate with vendor support and clinical stakeholders
- Communicate with physicians, practice administrators, office managers, and clinical staff during technical issues, outages, and go-lives
- Own queue health, PSA hygiene, utilization, time-entry accuracy, and agreement utilization
- Lead the PMO function for EMR migrations, system upgrades, new clinic onboarding, and infrastructure projects from scoping through closeout
- Ensure delivery practices align with HIPAA/HITECH requirements and healthcare compliance obligations
- Partner with security and compliance functions on audits and risk findings
- Join client SBRs and project reviews, packaging performance and clinical-impact narratives
- Own renewal execution for the POD book in partnership with the POD-CIO
- Report to the Healthcare Practice Director
Requirements:
- Hands-on experience supporting EMR/EHR systems in a healthcare IT or MSP environment, including administration, migrations, integrations, or escalation support
- Experience with Epic, Cerner, Meditech, athenahealth, NextGen, eClinicalWorks, or comparable systems
- Ability to communicate with physicians and clinical stakeholders under pressure
- Proven people leadership managing technical/service delivery staff, including hiring and performance accountability
- Working knowledge of HIPAA, HITECH, and healthcare compliance requirements
- Hands-on PSA/ITSM platform experience with ConnectWise, Autotask, HaloPSA, ServiceNow, or comparable platforms
- ITIL-aligned service management knowledge and experience owning SLA targets and reporting against them
- Strong executive presence with clients and internal delivery teams
- Financial literacy sufficient to own program budgets, utilization, and a renewal/expansion number
- Bachelor's degree in Information Technology, Healthcare Administration, or related field, or equivalent experience
- 6–8 years combining program/project management and service delivery management within an MSP, healthcare IT, or HIT environment
- At least 2 years as a formal manager of technical staff
- Direct, hands-on EMR/EHR support or implementation experience
- PMP/CAPM and ITIL v4 Foundations are a plus
Benefits:
- Competitive salary commensurate with experience
- Comprehensive benefits package including health, dental, and vision insurance
- 401(k) retirement plan with company match
- Unlimited PTO and holidays
- Professional development opportunities
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