[Remote] IT Service Delivery Program Manager, Healthcare

Note: The job is a remote job and is open to candidates in USA. Harbor IT is hiring an IT Service Delivery Program Manager to own the operational performance of its Healthcare POD, including its clients, delivery team, projects, and workflows. The role leads service delivery, EMR escalations, project outcomes, SLA/KPI attainment, and renewal execution while coordinating with clinical stakeholders and client leadership.

Responsibilities

• Directly manage the Solution Architect, Sr. Systems Engineers, Support Specialists, and Project Manager — hiring, coaching, performance management, and daily workload assignment
• Own SLA/KPI attainment across the POD, with particular attention to EMR uptime, downtime escalation response times, and incident resolution for systems where delays directly affect patient care and clinical workflows
• Serve as the senior escalation point for EMR-related incidents (e.g., Epic, Cerner, Meditech, athenahealth, NextGen, eClinicalWorks), coordinating with vendor support and clinical stakeholders under time pressure
• Communicate directly and credibly with physicians, practice administrators, office managers, and clinical staff — translating technical issues into language a non-technical clinical audience can act on, and managing expectations during outages or go-lives
• Own queue health, PSA hygiene, and financial inputs (utilization, time entry accuracy, agreement utilization) for the POD
• Lead the POD's PMO function: EMR migrations, system upgrades, new clinic onboarding, and infrastructure projects, from scoping through closeout
• Ensure delivery practices align with HIPAA/HITECH requirements and payer/compliance obligations relevant to healthcare clients; partner with security/compliance functions on audits and risk findings
• Join client SBRs and project reviews, packaging performance and clinical-impact narratives for practice leadership and executive sponsors
• Own renewal execution for the POD book, working in lockstep with the POD-CIO

Skills

• Hands-on experience supporting EMR/EHR systems in a healthcare IT or MSP environment — administration, migrations, integrations, or escalation support (Epic, Cerner, Meditech, athenahealth, NextGen, eClinicalWorks, or comparable)
• Demonstrated ability to communicate with physicians and clinical stakeholders under pressure — explaining technical root cause and timelines without jargon, and holding composure when a system outage affects patient scheduling or care delivery
• Proven people leadership managing technical/service delivery staff, including hiring and performance accountability
• Working knowledge of HIPAA, HITECH, and healthcare compliance requirements as they intersect with IT service delivery
• Hands-on PSA/ITSM platform experience (ConnectWise, Autotask, HaloPSA, ServiceNow, or comparable)
• ITIL-aligned service management knowledge; comfortable owning SLA targets and reporting against them, including a specific example of recovering from a miss
• Strong executive presence, both client-facing (with doctors and practice administrators) and internal (with the delivery team)
• Financial literacy sufficient to own program budgets, utilization, and a renewal/expansion number
• Bachelor's degree in Information Technology, Healthcare Administration, or related field, or equivalent experience
• 6–8 years combining program/project management and service delivery management within an MSP, healthcare IT, or HIT environment, including at least 2 years as a formal manager of technical staff
• Direct, hands-on EMR/EHR support or implementation experience required
• PMP/CAPM and ITIL v4 Foundations a plus

Benefits

• Health, dental, and vision insurance
• 401(k) retirement plan with company match
• Unlimited PTO and holidays
• Professional development opportunities
• Remote (United States)

Company Overview

Company H1B Sponsorship