Service Director – Application Managed Services
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Service Director leading EHR application support, ITSM quality, reporting, and continuous improvement for healthcare consulting firm. Managing client delivery, teams, vendors, and service expansion.
Responsibilities:
- Develop the strategy, oversight, and management of EHR application support service delivery
- Oversee end-to-end IT service delivery to clients, ensuring SLAs, OLAs, and KPIs are met or exceeded
- Work with engagement leaders to understand client reporting requirements
- Monitor and audit processes for compliance with internal and external standards
- Direct development and maintenance of internal and client-facing reports
- Report service delivery trends to AMS leaders and managers
- Participate in onboarding new clients and advise on ITIL and workflow best practices
- Lead or collaborate on new service offerings as they integrate with service delivery management
- Develop and operate a quality management framework across multiple clients
- Conduct root cause analysis for major incidents and recurring issues, driving corrective and preventive actions
- Lead continuous service improvement initiatives
- Gather client feedback to identify improvement opportunities
- Drive adoption of technology, automation, and best practices to improve service efficiency
- Support engagement leaders in regular client service review meetings
- Communicate service status, incidents, and planned changes
- Prepare and present service performance reports covering trends, risks, and opportunities
- Manage client expectations and align service delivery with business objectives
- Lead and mentor engagement leaders and service delivery professionals
- Collaborate with business development and engagement leaders on service expansion and upselling opportunities
- Coordinate with external vendors and partners
- Promote a customer-first mindset and service excellence
Requirements:
- Bachelor's degree in Information Technology, Business Administration, or a related field
- 7+ years of experience in IT Service Management or Service Delivery
- Preferably experience within a Managed Service Provider or IT outsourcing environment
- Proven experience managing client relationships and delivering IT services aligned with ITIL best practices for large organizations
- Strong knowledge of ITIL frameworks; ITIL 4 certification preferred
- Experience with ITSM tools such as ServiceNow, BMC Remedy, or similar
- Strong technology and platform integration skills, including AI, chatbots, automation tools, and Microsoft Copilot
- Strong reporting skills using Power BI or similar business intelligence tools
- Excellent problem-solving, analytical, and decision-making skills
- Exceptional communication and interpersonal skills
- Ability to manage client relationships and lead cross-functional teams
- Strong project management skills and ability to handle multiple priorities and deadlines
- Experience with quality management frameworks such as ISO 9001
- Experience with process improvement methodologies such as Lean Six Sigma
Benefits:
- Annual performance bonus may be available for salaried positions
- Additional benefits and perks may also be available, depending on the position and employment terms
- Professional development opportunities
- Supportive, inclusive culture
- Caring, fun, honest, and autonomous work environment
- Diversity and inclusion initiatives
Similar Jobs
Director, Global Talent – Learning
Director building Chromalloy’s global talent, learning, internship, rotational, mentoring, and engagement programs. Supporting aerospace component repair and manufacturing through enterprise development infrastructure.
2D Technical Director
2D Technical Director building Toon Boom Harmony pipelines and automation tools for Glitch Productions. Owning technical infrastructure for its animation studio as the division scales.
Associate Director – Pharmaceutical Development
Pharmaceutical development leader overseeing small-molecule formulation, scale-up, technology transfer, and CDMO operations. Supporting Celcuity’s targeted cancer therapies and global regulatory submissions.
Pricing Director
Pricing Director transforming monetization for Ping Identity’s enterprise cloud identity platform. Designing packaging, AI and usage-based pricing, financial models, and cross-functional rollout strategies.
Compensation Analytics & Intelligence Director
Compensation Analytics & Intelligence Director leading data, AI, and technology-enabled rewards strategy at Danaher, a global life sciences and diagnostics innovator. Advising leaders on complex compensation decisions.
Associate Director, Regional Access Specialist
Regional Access Specialist supporting reimbursement and patient access for Mirum Pharmaceuticals’ rare-disease therapies. Educating HCPs and coordinating payer, MAP, sales, medical, and marketing access efforts.
Director
Shopify Platform & Web Lead owning architecture, development, SEO, analytics, and integrations for Valerie’s multi-brand ecommerce platforms in India. Leading engineers and AI-assisted digital optimization.
Director, Philanthropy
Director of Philanthropy driving major-gift fundraising for Food Banks Canada’s national food-bank network. Building donor pipelines, leading the Major Gifts team, and generating $2–$3M annually.
Application Support Director – Managed Services
Director leading application support, platform operations, and managed services for ReSource Pro, an insurance workflow and technology services provider. Improving SLA performance, incident response, automation, and client outcomes across global delivery teams.
Director – Electric Utilities
Director managing utility interconnection, transmission strategy, and stakeholder relationships for STACK’s data center infrastructure projects. Supporting site diligence, utility planning, budgets, and development business cases.
Director, Asset Management
Director managing utility-scale battery storage assets for Energy Vault, a global energy storage and power infrastructure company. Overseeing compliance, commercial optimization, maintenance, and operational performance across asset lifecycles.
Associate Director, PMO
Associate Director managing strategic healthcare marketing programs at EVERSANA INTOUCH. Leading PMO teams, client delivery, staffing, financial reporting, risk, and program health.
Director, Standards Strategy and Engagement
Experian director shaping digital identity, trust, security, and AI commerce standards. Advising leaders and influencing industry ecosystems for a global data and technology company.
Product Director – Professional Services
Product Director owning ERP product vision and roadmap for professional services organizations at Unit4. Driving AI-enabled workflows, platform alignment, customer outcomes, and commercial growth.
Product Director – Higher Education, School Boards
Product Director owning Unit4 ERP strategy for higher education and K-12 institutions. Translating sector, finance, compliance, and AI needs into scalable products.
Product Director – Public Sector
Product Director owning Unit4’s public-sector ERP vision, roadmap, and solutions. Connecting finance, HR, procurement, and operations for government organizations in Spain.
Product Director – Public Sector
Product Director leading public sector software strategy at Unit4. Owning product vision, managing backlog, and ensuring alignment with platform strategy.
Product Director – Professional Services
Product Director at Unit4 managing ERP solutions for Professional Services organizations. Driving product vision and strategy with a focus on AI and industry-specific needs.
Senior Director, Supplemental Providers – Enhanced Benefits
Senior Director overseeing Medicaid supplemental benefits and vendor strategy for CareSource health plans. Leading compliant vendor operations, benefit optimization, governance, and enterprise teams.
Executive Director
Executive Director scaling Munchausen Support Foundation, a nonprofit providing survivor support, research, and education. Leading programs, fundraising, finances, volunteers, and remote operations.