IT Service Delivery Program Manager, Healthcare
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Posted: 10/20/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing EMR/EHR systems and healthcare IT service delivery, ensuring compliance with HIPAA and HITECH regulations while leading technical teams and driving operational performance. Proven ability to communicate effectively with clinical stakeholders and manage program budgets.
Highest-signal resume keywords
EMR/EHR Systems SupportPeople LeadershipHIPAA/HITECH CompliancePSA/ITSM Platform ExperienceProgram/Project Management
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Own end-to-end operational performance of Harbor IT's Healthcare POD, including clients, delivery team, projects, and service delivery workflows
- Directly manage a Solution Architect, Sr. Systems Engineers, Support Specialists, and Project Manager, including hiring, coaching, performance management, and workload assignment
- Own SLA/KPI attainment, including EMR uptime, downtime escalation response times, and incident resolution
- Serve as senior escalation point for EMR-related incidents and coordinate with vendor support and clinical stakeholders
- Communicate with physicians, practice administrators, office managers, and clinical staff during technical issues, outages, and go-lives
- Own queue health, PSA hygiene, utilization, time-entry accuracy, and agreement utilization
- Lead the PMO function for EMR migrations, system upgrades, new clinic onboarding, and infrastructure projects from scoping through closeout
- Ensure delivery practices align with HIPAA/HITECH requirements and healthcare compliance obligations
- Partner with security and compliance functions on audits and risk findings
- Join client SBRs and project reviews, packaging performance and clinical-impact narratives
- Own renewal execution for the POD book in partnership with the POD-CIO
- Report to the Healthcare Practice Director
Requirements
What you’ll need- Hands-on experience supporting EMR/EHR systems in a healthcare IT or MSP environment, including administration, migrations, integrations, or escalation support
- Experience with Epic, Cerner, Meditech, athenahealth, NextGen, eClinicalWorks, or comparable systems
- Ability to communicate with physicians and clinical stakeholders under pressure
- Proven people leadership managing technical/service delivery staff, including hiring and performance accountability
- Working knowledge of HIPAA, HITECH, and healthcare compliance requirements
- Hands-on PSA/ITSM platform experience with ConnectWise, Autotask, HaloPSA, ServiceNow, or comparable platforms
- ITIL-aligned service management knowledge and experience owning SLA targets and reporting against them
- Strong executive presence with clients and internal delivery teams
- 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
- At least 2 years as a formal manager of technical staff
- Direct, hands-on EMR/EHR support or implementation experience
- PMP/CAPM and ITIL v4 Foundations are a plus
Benefits
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
EMR AdministrationSystem MigrationsIntegrationsSLA/KPI ManagementFinancial LiteracyProgram/Project ManagementTechnical SupportPerformance ManagementIncident ResolutionHealthcare Compliance
Soft Skills
Communication Under PressureExecutive PresenceCoachingTeam LeadershipPerformance Accountability
Tools & Technologies
EpicCernerMeditechAthenahealthNextGenEClinicalWorksConnectWiseAutotaskHaloPSAServiceNow
Certifications & Qualifications
PMPCAPMITIL v4 Foundations
Industry Keywords
Healthcare ITMSP EnvironmentService DeliveryClinical StakeholdersTechnical Staff Management