Service Delivery Director – Healthcare

🕒 September 15

🇺🇸 United States – Remote

💵 $125k - $150k / year

⏰ Full Time

🔴 Lead

👨‍⚕️ Medical Director

👻 Ghost score 13%

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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

• 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

• 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

• 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

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