Service Delivery Director (Healthcare) in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Delivery Director (Healthcare) based in the United States.

This senior leadership role will oversee service delivery operations for a portfolio of healthcare and life sciences clients in a growth-oriented managed services environment. You will lead managers and support teams while ensuring exceptional client satisfaction, operational performance, and regulatory-grade service delivery. The role carries significant responsibility for maintaining uptime across clinical and business-critical technology environments where disruptions can affect patient care and compliance. You will partner closely with executive, sales, professional services, client experience, and shared-services teams to align delivery with business objectives. Success will require strong operational discipline, financial acumen, and a continuous-improvement mindset. This is a primarily remote position with travel for strategic client meetings, compliance reviews, and leadership activities.

• Lead the day-to-day Service Delivery organization, ensuring client SLAs, contractual commitments, operational targets, and service-quality standards are consistently achieved.

• Develop and implement service delivery strategies, processes, and best practices that strengthen client satisfaction, operational efficiency, compliance, and profitability.

• Serve as a senior escalation point for complex client concerns, major incidents, and service disruptions, driving timely resolution and clear stakeholder communication.

• Own service continuity and uptime for clinical and business-critical healthcare systems, including infrastructure supporting EMR/EHR-adjacent environments.

• Ensure services are delivered in accordance with ITIL principles, HIPAA/HITECH requirements, and applicable healthcare security and compliance standards.

• Partner with Sales, Client Experience, Professional Services, and Shared Services teams to align delivery capabilities with client expectations and organizational objectives.

• Oversee workforce planning, resource allocation, capacity management, and team development to support both client commitments and organizational growth.

• Coach and mentor Pod Managers and technical leaders, establishing clear accountability, performance expectations, and continuous-development plans.

• Monitor service dashboards, ticket queues, incident trends, major problems, operational metrics, and service improvement plans to identify and resolve issues proactively.

• Lead daily operational stand-ups, strategic business reviews, client service reviews, and other executive-level engagements as required.

• Manage service delivery financials, including forecasting, budgeting, reporting, utilization, cost-per-ticket, and other operational performance indicators.

• Drive continuous improvement initiatives that enhance service efficiency, client experience, scalability, and financial performance.

• 8+ years of leadership experience in Service Delivery, managed services, IT services, or a comparable technology operations environment, including 3+ years directly managing managers.

• Demonstrated experience delivering IT or managed services to healthcare providers, payers, life sciences organizations, or similarly regulated environments.

• Strong understanding of healthcare operational requirements, clinical workflow sensitivity, patient-care uptime expectations, and the implications of technology disruptions.

• Working knowledge of HIPAA/HITECH requirements and their practical application to service delivery, incident management, compliance, and audit activities.

• Strong understanding of ITIL principles and service management best practices; ITIL v4 certification is preferred.

• Proven ability to manage large-scale, multi-client service operations while maintaining high standards for performance, quality, and customer satisfaction.

• Strong financial and operational acumen, including experience with forecasting, budgeting, utilization, cost-per-ticket, and service-performance metrics.

• Exceptional leadership, communication, stakeholder-management, and executive client relationship skills, with confidence engaging clinical, operational, and compliance stakeholders.

• Experience working in fast-paced, evolving, growth-stage MSP/MSSP environments and within structured operating frameworks such as EOS.

• Working familiarity with PSA and ticketing platforms such as ConnectWise, as well as service performance dashboards and operational reporting tools.

• Bachelor's degree in Information Technology, Business Administration, Healthcare Administration, or a related field, or equivalent professional experience.

• ITIL v4 Foundations or higher is preferred; PMP, PRINCE2, ConnectWise, Microsoft, AWS, Cisco, or comparable certifications are advantageous.

• Ability to work primarily remotely while traveling as needed for strategic client reviews, compliance activities, and leadership meetings.

• Competitive annual salary of $125,000–$150,000 USD, depending on experience and qualifications.

• Primarily remote work within the United States.

• Comprehensive health, dental, and vision insurance.

• 401(k) retirement plan with company match.

• Unlimited paid time off and holidays.

• Professional development and career-growth opportunities.

• Senior leadership exposure across healthcare, managed services, cybersecurity, IT, and cloud operations.

• Opportunity to lead high-impact service delivery initiatives in environments where technology reliability, security, and compliance directly support patient care.