IT Service Delivery Program Manager, Healthcare
港口 IT 是一个领先的管理服务提供商 (MSP),专门为多元客户提供尖端网络安全，IT 和云服务。我们自豪地致力于卓越，创新和客户满意度。海湾 IT 由投资公司 Worklyn Partners 支持2022年以来，并通过收购和快速有机增长建立了一个国家平台。我们的使命是管理我们的客户技术并减轻他们的网络风险，以便他们不必做。职位概述：医疗保健实践计划经理拥有哈佛 IT 的卫生保健 POD 的终端运营性能：项目经理预计会与两者保持密切联系，特别是临床升级和 EMR 相关事件，但并没有管理它们。组织结构：向医疗保健实践总监报告.POD-CIO 拥有执行关系，战略 IT 路线图和扩张定位。总部负责日常客户运营和满意度。该角色拥有 POD 交付性能，SLA/KPI 的实现，交付团队，PMO 和项目结果，PSA 数据完整性，交付边缘输入和续约执行。关键责任：•直接管理解决方案架构师，高级系统工程师，支持专家和项目经理聘，辅导，绩效管理以及每天工作负载分配。·在 POD 中实现 SLA/ KPI,特别关注 EMR 上班时间，停机升级响应时间以及对延迟直接影响患者护理和临床工作流程的系统事件处理。· 作为与 EMR 相关事件 （例如，Epic,Cerner,Meditech,athenahealth,NextGen,eClinicalWorks）的高级升级点，协调供应商支持和临床利益关方在时间压力下。·直接和可信的沟通与医生，实践管理人员，办公室经理和临床工作人员 将技术问题翻译成非技术临床观众可以采取行动的语言，并在停机或生活中管理期望。· 自行队列健康，PSA 卫生和财务。
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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 Program Manager owns end-to-end operational performance of Harbor IT's Healthcare POD: the clients, the 9-person delivery team, the projects, and the service delivery workflows that hold it together. This role directly manages a Solution Architect, 3 Sr. Systems Engineers, 3 Technical Support Specialist IIs, 1 Technical Support Specialist, and 1 Project Manager. The POD-CIO and CSM sit inside the POD but report outside it into CX Leadership — the Program Manager is expected to operate in lockstep with both, especially on clinical escalations and EMR-related incidents, but does not manage them.
Organizational Structure:
Reports to the Healthcare Practice Director. The POD-CIO owns executive relationships, strategic IT roadmap, and expansion positioning. The CSM owns day-to-day client ops and satisfaction. This role owns POD delivery performance, SLA/KPI attainment, the delivery team, PMO and project outcomes, PSA data integrity, delivery margin inputs, and renewal execution.
Key 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.
Qualifications & 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.
Education & Experience:
- 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:
- 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