服务交付总监（医疗保健）
Service Delivery Director (Healthcare)
Harbor IT 是一家领先的托管服务提供商（MSP），专注于为多样化的客户组合提供前沿的网络安全、IT 和云服务。我们以对卓越、创新和客户满意度的承诺而自豪。自 2022 年以来，Harbor IT 得到投资公司 Worklyn Partners 的支持，并通过收购和快速有机增长建立了全国性平台。我们的使命是管理客户的科技并降低其网络风险，这样他们就不必自己处理这些事务。
职位概述：
医疗保健业务交付总监负责 Harbor IT 医疗保健业务中服务交付的整体领导、绩效和增长。该职位确保为医疗保健和生命科学客户提供高水平的客户满意度、运营卓越性和符合监管要求的服务交付，其中可用性、合规性和临床工作流敏感性具有重要影响。与托管服务副总裁紧密合作，医疗保健业务交付总监领导一个由 Pod 管理员和支持人员组成的团队，专注于医疗保健客户，在 EOS 管理的、处于增长阶段的 MSP/MSSP 环境中保持服务卓越性，同时在整个高管团队中共同承担责任。
主要职责：
- 领导和管理服务交付团队的日常运营，以满足或超越客户 SLA 和内部绩效目标。
- 制定并执行服务交付策略、流程和最佳实践，以确保客户满意度和合同合规性。
- 作为客户问题和服务中断的高级上报点，确保快速解决和沟通。
- 与销售、客户体验、专业服务和共享服务团队合作，确保客户需求和业务目标的一致性。
- 监督资源管理、人员规划和团队发展，以支持客户交付和内部增长。
- 实施以效率、客户体验和盈利能力为重点的持续改进计划。
- 管理与服务交付相关的财务事项，包括预测、预算和报告。
- 审阅运营报告，包括服务绩效指标，并与战略客户举行服务评审会议。
- 确保所有服务按照 ITIL 最佳实践、HIPAA/HITECH 要求以及医疗保健行业的安全和合规标准进行交付。
查看英文原文
Harbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting edge Cybersecurity, IT, and Cloud Services to a diverse portfolio of clients. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Harbor IT is backed by investment firm Worklyn Partners since 2022 and has built a national platform through acquisition and rapid organic growth. Our mission is to manage our clients’ technology and mitigate their cyber risks, so that they don’t have to.
Position Overview:
The Healthcare Practice Delivery Director is responsible for the overall leadership, performance, and growth of Service Delivery within Harbor IT's Healthcare Practice. This role ensures high levels of client satisfaction, operational excellence, and regulatory-grade service delivery for a portfolio of healthcare and life sciences clients, where uptime, compliance, and clinical-workflow sensitivity carry outsized weight. Working closely with the VP of Managed Services, the Healthcare Practice Delivery Director leads a team of Pod Managers and support staff dedicated to healthcare accounts, maintaining service excellence while continuously driving improvements across an EOS-managed, growth-stage MSP/MSSP environment with shared accountability across the executive team.
Key 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.
Qualifications & 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.
Education & Experience:
- 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.
- 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.
Work Environment:
- Senior leadership role dedicated to Harbor IT's Healthcare Practice, reporting to the VP of Managed Services and partnering closely with Client Experience, Sales, Professional Services, and Shared Services under an EOS operating framework.
- Primarily remote with travel for client SBRs, compliance reviews, and Harbor IT leadership meetings as needed.
- Exclusive, day-to-day exposure to healthcare provider, payer, and life sciences clients, including regular participation in HIPAA-related compliance reviews and Strategic Business Reviews.
Benefits:
- 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
Originally posted on Himalayas