Service Delivery Director (Healthcare)
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Delivery Director (Healthcare) based in the United States.
This senior leadership role will oversee service delivery operations for a portfolio of healthcare and life sciences clients in a growth-oriented managed services environment. You will lead managers and support teams while ensuring exceptional client satisfaction, operational performance, and regulatory-grade service delivery. The role carries significant responsibility for maintaining uptime across clinical and business-critical technology environments where disruptions can affect patient care and compliance. You will partner closely with executive, sales, professional services, client experience, and shared-services teams to align delivery with business objectives. Success will require strong operational discipline, financial acumen, and a continuous-improvement mindset. This is a primarily remote position with travel for strategic client meetings, compliance reviews, and leadership activities.
Accountabilities
Lead the day-to-day Service Delivery organization, ensuring client SLAs, contractual commitments, operational targets, and service-quality standards are consistently achieved.
Develop and implement service delivery strategies, processes, and best practices that strengthen client satisfaction, operational efficiency, compliance, and profitability.
Serve as a senior escalation point for complex client concerns, major incidents, and service disruptions, driving timely resolution and clear stakeholder communication.
Own service continuity and uptime for clinical and business-critical healthcare systems, including infrastructure supporting EMR/EHR-adjacent environments.
Ensure services are delivered in accordance with ITIL principles, HIPAA/HITECH requirements, and applicable healthcare security and compliance standards.
Partner with Sales, Client Experience, Professional Services, and Shared Services teams to align delivery capabilities with client expectations and organizational objectives.
Oversee workforce planning, resource allocation, capacity management, and team development to support both client commitments and organizational growth.
Coach and mentor Pod Managers and technical leaders, establishing clear accountability, performance expectations, and continuous-development plans.
Monitor service dashboards, ticket queues, incident trends, major problems, operational metrics, and service improvement plans to identify and resolve issues proactively.
Lead daily operational stand-ups, strategic business reviews, client service reviews, and other executive-level engagements as required.
Manage service delivery financials, including forecasting, budgeting, reporting, utilization, cost-per-ticket, and other operational performance indicators.
Drive continuous improvement initiatives that enhance service efficiency, client experience, scalability, and financial performance.
8+ years of leadership experience in Service Delivery, managed services, IT services, or a comparable technology operations environment, including 3+ years directly managing managers.
Demonstrated experience delivering IT or managed services to healthcare providers, payers, life sciences organizations, or similarly regulated environments.
Strong understanding of healthcare operational requirements, clinical workflow sensitivity, patient-care uptime expectations, and the implications of technology disruptions.
Working knowledge of HIPAA/HITECH requirements and their practical application to service delivery, incident management, compliance, and audit activities.
Strong understanding of ITIL principles and service management best practices; ITIL v4 certification is preferred.
Proven ability to manage large-scale, multi-client service operations while maintaining high standards for performance, quality, and customer satisfaction.
Strong financial and operational acumen, including experience with forecasting, budgeting, utilization, cost-per-ticket, and service-performance metrics.
Exceptional leadership, communication, stakeholder-management, and executive client relationship skills, with confidence engaging clinical, operational, and compliance stakeholders.
Experience working in fast-paced, evolving, growth-stage MSP/MSSP environments and within structured operating frameworks such as EOS.
Working familiarity with PSA and ticketing platforms such as ConnectWise, as well as service performance dashboards and operational reporting tools.
Bachelor's degree in Information Technology, Business Administration, Healthcare Administration, or a related field, or equivalent professional experience.
ITIL v4 Foundations or higher is preferred; PMP, PRINCE2, ConnectWise, Microsoft, AWS, Cisco, or comparable certifications are advantageous.
Ability to work primarily remotely while traveling as needed for strategic client reviews, compliance activities, and leadership meetings.
Competitive annual salary of $125,000-$150,000 USD, depending on experience and qualifications.
Primarily remote work within the United States.
Comprehensive health, dental, and vision insurance.
401(k) retirement plan with company match.
Unlimited paid time off and holidays.
Professional development and career-growth opportunities.
Senior leadership exposure across healthcare, managed services, cybersecurity, IT, and cloud operations.
Opportunity to lead high-impact service delivery initiatives in environments where technology reliability, security, and compliance directly support patient care.