IT Service Delivery Program Manager, Healthcare

🕒 6 days ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Harbor IT

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1995

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 $37M Series C on 2005-04

Consulting • Healthcare • Logistics

Harbor IT is a cyber-first managed services provider that delivers integrated IT, cybersecurity, and cloud services to organizations operating in complex, mission-critical, and regulated environments. They provide managed cybersecurity (including MDR), security awareness training, cyber governance and risk due diligence, managed IT helpdesk, server and network management, and managed cloud and infrastructure services. Harbor IT focuses on clients such as private equity-backed companies, healthcare & life sciences, critical infrastructure, and regulated professional services, emphasizing security, uptime, and enterprise value.

📋 Description

• 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

• 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

• 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