Service Delivery Director (Healthcare)

Position Overview:

The Healthcare Practice Delivery Director is responsible for the overall leadership, performance, and growth of Service Delivery within Harbor IT's Healthcare Practice. This role ensures high levels of client satisfaction, operational excellence, and regulatory-grade service delivery for a portfolio of healthcare and life sciences clients, where uptime, compliance, and clinical-workflow sensitivity carry outsized weight. Working closely with the VP of Managed Services, the Healthcare Practice Delivery Director leads a team of Pod Managers and support staff dedicated to healthcare accounts, maintaining service excellence while continuously driving improvements across an EOS-managed, growth-stage MSP/MSSP environment with shared accountability across the executive team.

Key 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 ensure alignment on client needs and business objectives.

·       Oversee resource management, workforce planning, and team development to support client delivery and internal growth.

·       Implement continuous improvement initiatives focused on efficiency, client experience, and profitability.

·       Manage financials related to service delivery, including forecasting, budgeting, and reporting.

·       Review operational reports, including service performance metrics, and lead service review meetings with strategic clients.

·       Ensure all services are delivered in accordance with ITIL best practices, HIPAA/HITECH requirements, and healthcare industry security and compliance standards.

·       Own service continuity and uptime for clinical and business-critical healthcare systems, including EMR/EHR-adjacent infrastructure, where downtime carries direct patient-care and regulatory risk.

·       Maintain a culture of excellence, accountability, and innovation within the healthcare service delivery organization.

·       Monitor service performance dashboards and key operational metrics, and review ticket queues, incident trends, and major problem records to ensure proactive issue management.

·       Attend and lead daily stand-ups with Pod Managers and support teams, and 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 (SIPs) to ensure corrective actions are progressing.

Qualifications & Skills:

·       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 (ITIL certification preferred).

·       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.

Education & Experience:

·       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.

·       Certifications preferred: ITIL v4 Foundations (or higher); PMP, PRINCE2, or equivalent project management certification a plus; ConnectWise Certified Expert a plus; Microsoft, AWS, Cisco, or other technical certifications a bonus.

Work Environment:

·       Senior leadership role dedicated to Harbor IT's Healthcare Practice, reporting to the VP of Managed Services and partnering closely with Client Experience, Sales, Professional Services, and Shared Services under an EOS operating framework.

·       Primarily remote with travel for client SBRs, compliance reviews, and Harbor IT leadership meetings as needed.

·       Exclusive, day-to-day exposure to healthcare provider, payer, and life sciences clients, including regular participation in HIPAA-related compliance reviews and Strategic Business Reviews.

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