Service Delivery Director – Healthcare

Harbor IT

. Lead and manage day-to-day operations of the Service Delivery team to meet or exceed client SLAs and internal performance targets .

Posted 9/15/2026full-timeRemote • United StatesLead💰 $125,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing service delivery operations within healthcare environments, ensuring compliance with HIPAA/HITECH and ITIL best practices while driving client satisfaction and operational efficiency. Proven ability to lead teams, manage financials, and implement continuous improvement initiatives.

Highest-signal resume keywords

Service Delivery ManagementHIPAA/HITECH ComplianceITIL PrinciplesFinancial AcumenLeadership Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Delivery OperationsForecastingBudgetingIncident HandlingOperational ReportingClinical Workflow SensitivityMulti-Client ManagementService Performance MetricsContinuous Improvement InitiativesResource Management

Soft Skills

LeadershipCommunicationClient Relationship ManagementCoachingMentoring

Tools & Technologies

PSA/Ticketing PlatformConnectWiseService Performance Dashboards

Certifications & Qualifications

ITIL v4 FoundationsPMPPRINCE2ConnectWise Certified Expert

Industry Keywords

HealthcareManaged Services ProviderService Level AgreementsClient SatisfactionOperational Excellence

Tech Stack

Tools & technologies

AWSPMPSwift

About the role

Key responsibilities & impact

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 align on client needs and business objectives
Oversee resource management, workforce planning, and team development
Implement continuous improvement initiatives focused on efficiency, client experience, and profitability
Manage service delivery financials, including forecasting, budgeting, and reporting
Review operational reports and service performance metrics, and lead service review meetings with strategic clients
Ensure services comply with ITIL best practices, HIPAA/HITECH requirements, and healthcare security and compliance standards
Own service continuity and uptime for clinical and business-critical healthcare systems, including EMR/EHR-adjacent infrastructure
Maintain a culture of excellence, accountability, and innovation within the healthcare service delivery organization
Monitor service performance dashboards and operational metrics, and review ticket queues, incident trends, and major problem records
Attend and lead daily stand-ups with Pod Managers and support teams
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 to ensure corrective actions progress

Requirements

What you’ll need

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
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 v4 Foundations (or higher) preferred
PMP, PRINCE2, or equivalent project management certification a plus
ConnectWise Certified Expert a plus
Microsoft, AWS, Cisco, or other technical certifications a bonus

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