[Remote] Service Delivery Director (Healthcare)

Note: The job is a remote job and is open to candidates in USA. Harbor IT is a managed service provider specializing in cybersecurity, IT, and cloud services. The Healthcare Practice Delivery Director leads service delivery operations for healthcare and life sciences clients, overseeing client satisfaction, regulatory-grade service, operational performance, financial management, service continuity, and team development.

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

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
• 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
• ITIL certification preferred
• 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

Benefits

• Comprehensive benefits package including health, dental, and vision insurance.
• 401(k) retirement plan with company match
• Unlimited PTO and holidays
• Professional development opportunities
• Primarily remote with travel for client SBRs, compliance reviews, and Harbor IT leadership meetings as needed.

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