Infrastructure Delivery Manager - Healthcare

Role Overview: We are seeking a seasoned Healthcare Managed Services Delivery Partner to oversee end-to-end service delivery. You will lead a distributed team across onsite and offshore locations, ensuring high availability and performance of critical clinical and business systems. This role demands a deep understanding of the healthcare ecosystem, clinical workflows, and the specific regulatory landscape governing patient data. You will operate as both an operational leader and strategic business partner, managing complex service delivery, financial performance, and organizational transformation while maintaining unwavering focus on patient care continuity.

Key Responsibilities

Service Delivery & Operations: Oversee 24x7 IT operations for healthcare provider, ensuring strict adherence to SLAs, OLAs, and KPIs. Lead incident and change management with a focus on protecting patient care continuity, specifically managing high-priority outages impacting clinical environments. Develop, implement, and refine service management processes and workflows to improve efficiency and service quality. Monitor service delivery performance and evaluate customer feedback to develop quality improvement processes. Act as the executive escalation point for critical business issues and maintain transparent reporting on service status.

Application Oversight: Govern EHR/EMR platforms and clinical applications, ensuring seamless interoperability, data integrity, and uptime. Act as a bridge between IT operations and clinical leadership to support caregiver workflows. Manage client expectations, handle escalations, and address technical requirements that directly impact patient care delivery and operational stability.

Governance & Compliance: Establish and maintain governance frameworks ensuring rigorous adherence to healthcare-specific regulations, including HIPAA, HITECH, and organizational InfoSec policies. Lead internal and external audits to ensure compliance and risk mitigation across all IT assets. Implement governance controls and oversight mechanisms for third-party vendors and service providers. Ensure all IT operations align with healthcare compliance standards and organizational policies. Document and communicate governance requirements to technical teams and leadership stakeholders.

Account Management & Stakeholder Engagement: Serve as the primary IT partner and account owner for healthcare client leadership, acting as the single point of contact for strategic matters and escalations. Develop and maintain strong relationships with key hospital stakeholders and operational leadership. Provide regular executive business reviews focused on operational stability, service improvements, SLA performance, and strategic alignment with the hospital's patient care objectives. Manage client expectations proactively and address issues and requirements with urgency. Identify and communicate business value derived from IT investments and service delivery improvements.

Transformation Leadership: Lead IT modernization and digital transformation initiatives while ensuring minimal disruption to daily clinical operations. Develop and communicate transformation roadmaps that align with organizational strategy and clinical priorities. Drive innovation and identify opportunities for technological advancement that improve operational efficiency and patient outcomes. Lead change management initiatives with consideration for clinical workflow impact and staff adoption. Mentor teams through transformation efforts and foster a culture of continuous improvement and innovation.

Financial Ownership & Performance: Own and manage financial performance for the healthcare account, including budgeting, cost optimization, and cost-benefit analysis of IT services. Monitor spending and vendor expenditures, ensuring services are cost-effective while delivering value and

supporting clinical stability. Conduct regular cost analysis and identify value leakage opportunities with service providers and vendors. Develop and implement cost optimization strategies that prioritize clinical stability and value-based care outcomes. Prepare financial forecasts and variance reports for leadership review. Negotiate vendor contracts and SLAs to optimize financial terms while maintaining service quality.

Vendor & Service Provider Management: Establish and maintain strong relationships with third-party healthcare vendors and service providers. Negotiate contracts, monitor vendor performance through regular assessments, and address issues or escalations to ensure smooth operations. Ensure SLA compliance across all service providers. Identify and mitigate risks associated with third-party service delivery. Lead vendor onboarding and performance management activities.

Team Leadership & Development: Mentor and manage a distributed team of IT professionals across onshore and offshore locations, fostering a culture of clinical empathy, accountability, and continuous improvement. Lead, motivate, and develop internal talent within the team. Supervise remote and on-site technical support teams (Levels 1-3) and balance workloads to ensure high-quality service delivery. Drive operational efficiency and team performance initiatives tailored to a healthcare-regulated environment. Manage critical communications with teams during outages, major incidents, and complaints.

Delivery Operating Model: Design, implement, and continuously refine the IT service delivery operating model for the healthcare account. Establish clear roles, responsibilities, and escalation paths across onshore and offshore teams. Develop and document standard operating procedures for common service requests and incident handling. Implement best practices from ITIL and service management frameworks. Collaborate with account managers and technical advisors to optimize the delivery model. Lead client onboarding processes in collaboration with various departments.