Infrastructure Delivery Manager

Role Overview :

We are seeking a Healthcare Delivery Manager to lead end-to-end IT service delivery for a large healthcare account, managing a team of approximately 140 resources across onsite and offshore locations.

This role will be responsible for driving operational excellence, service quality, stakeholder engagement, and continuous improvement across a multi-disciplinary IT landscape.

The position requires strong leadership across Service Desk, Onsite Support, Network, Server, Storage, Business Applications, and Clinical Applications, ensuring high availability, compliance, and alignment with healthcare industry standards.

Key Responsibilities :

Service Delivery & Operations :

- Lead and oversee 24x7 IT operations ensuring adherence to SLAs, OLAs, and KPIs.

- Drive service excellence across Service Desk, EUC, Infrastructure, and Application teams.

- Ensure high availability and performance of critical healthcare systems.

Team Leadership & Management :

- Manage and mentor a distributed team of ~140 resources (onsite + offshore).

- Build a high-performance culture focused on accountability, collaboration, and continuous improvement.

- Drive workforce planning, performance management, and skill development initiatives.

Stakeholder & Client Management :

- Act as the primary point of contact for client leadership and business stakeholders.

- Provide regular executive updates, service reviews, and strategic recommendations.

- Build strong relationships to ensure customer satisfaction and retention.

Infrastructure & Application Oversight :

- Oversee Network, Server, Storage, and Cloud environments ensuring resilience and scalability.

- Govern Business and Clinical Applications ensuring uptime and compliance.

- Ensure seamless integration across infrastructure and application layers.

Incident, Problem & Change Management :

- Lead Major Incident (P1) management and ensure rapid resolution.

- Drive Problem Management to identify root causes and prevent recurrence.

- Govern Change Management to minimize business risk.

Compliance & Security :

- Ensure adherence to healthcare regulations (e.g., HIPAA) and organizational security policies.

- Collaborate with InfoSec teams to maintain compliance and risk mitigation.

Continuous Improvement & Transformation :

- Drive automation, self-service, and operational efficiency initiatives.

- Identify cost optimization opportunities and improve service delivery models.

- Lead digital transformation initiatives across IT services.

Vendor & Financial Management :

- Manage vendor relationships and ensure SLA compliance.

- Oversee budgeting, cost control, and financial governance.

- Identify opportunities for cost savings and value creation.

Required Qualifications :

- Bachelor's degree or MBA preferred.

- 15+ years of experience in IT service delivery with at least 5+ years in leadership roles.

- Proven experience managing large-scale healthcare or enterprise accounts.

- Strong knowledge of ITIL processes and service management frameworks.

Technical Expertise :

- Infrastructure : Network, Servers, Storage, Cloud.

- End-User Computing & Service Desk operations.

- Business & Clinical Applications (EHR/EMR experience preferred).

- Cybersecurity, compliance, and risk management.

- ITSM tools (ServiceNow or similar).

Skills

IT Service Delivery, Delivery Management, Healthcare EcoSystem, IT Operations, IT Infrastructure, Vendor Management System, ITIL, ITSM, EUC