Service Delivery Director – Healthcare
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Job Description
Healthcare Service Delivery Director leading compliant IT service operations for Harbor IT’s healthcare MSP practice. Managing client SLAs, uptime, teams, financials, and service improvement.
Responsibilities:
- Lead and manage day-to-day operations of the Service Delivery team to meet or exceed client SLAs and internal performance targets
- Develop and enforce service delivery strategies, processes, and best practices to ensure client satisfaction and contract compliance
- Serve as a senior escalation point for client issues and service disruptions, ensuring swift resolution and communication
- Partner with Sales, Client Experience, Professional Services, and Shared Services teams to align on client needs and business objectives
- Oversee resource management, workforce planning, and team development
- Implement continuous improvement initiatives focused on efficiency, client experience, and profitability
- Manage service delivery financials, including forecasting, budgeting, and reporting
- Review operational reports and service performance metrics, and lead service review meetings with strategic clients
- Ensure services comply with ITIL best practices, HIPAA/HITECH requirements, and healthcare security and compliance standards
- Own service continuity and uptime for clinical and business-critical healthcare systems, including EMR/EHR-adjacent infrastructure
- Maintain a culture of excellence, accountability, and innovation within the healthcare service delivery organization
- Monitor service performance dashboards and operational metrics, and review ticket queues, incident trends, and major problem records
- Attend and lead daily stand-ups with Pod Managers and support teams
- Participate in client meetings, SBRs (Strategic Business Reviews), and ad-hoc service reviews
- Coach and mentor Pod Managers and technical leaders, and review service improvement plans to ensure corrective actions progress
Requirements:
- Direct experience delivering IT or managed services into healthcare provider, payer, or life sciences environments, with working knowledge of clinical workflow sensitivity and patient-care uptime expectations
- Working knowledge of HIPAA/HITECH requirements and how they translate into day-to-day service delivery, incident handling, and audit response
- Strong understanding of ITIL principles and service management best practices
- Proven track record of successfully managing large-scale, multi-client service operations in an MSP or IT services environment
- Strong financial acumen related to service delivery operations, including forecasting, budgeting, and cost-per-ticket and utilization metrics
- Exceptional leadership, communication, and executive-level client relationship skills, including comfort presenting to healthcare compliance and clinical operations stakeholders
- Ability to work in a fast-paced, constantly changing environment and operate comfortably in an EOS-managed, growth-stage MSP/MSSP environment
- Working familiarity with a PSA/ticketing platform (ConnectWise or equivalent) and service performance dashboards
- Bachelor's degree in Information Technology, Business Administration, Healthcare Administration, or a related field, or equivalent work experience
- 8+ years of leadership experience in Service Delivery within an MSP or IT services environment
- 3+ years of direct people management experience leading managers
- ITIL v4 Foundations (or higher) preferred
- PMP, PRINCE2, or equivalent project management certification a plus
- ConnectWise Certified Expert a plus
- Microsoft, AWS, Cisco, or other technical certifications a bonus
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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