An opportunity is available for a Service Delivery Director to lead the successful delivery of technical services to clients. This pivotal role is responsible for ensuring services meet established quality, timeline, and Service Level Objectives (SLOs) while driving continuous improvement and fostering strong client relationships.

This is a full-time, remote position within the United States.

Role Summary and Core Responsibilities

The Director acts as the primary service delivery leader and liaison, blending operational oversight with strategic client management, focusing heavily on performance, compliance, and team leadership.

Key Responsibilities

• Service Delivery Oversight: Ensure the delivery of services meets agreed-upon quality, timelines, and service-level objectives (SLOs). Monitor service performance metrics and report progress to clients and internal stakeholders.
• Client & Contract Management: Act as the primary point of contact for clients, building and maintaining strong relationships to understand needs and address concerns. Manage client contracts, ensuring compliance with agreed terms, monitoring performance, and negotiating changes or renewals.
• Incident & Problem Management: Take ownership of critical incidents, coordinate swift resolution with technical teams, and implement measures to prevent recurrence, ensuring high service continuity.
• Team Leadership & Process Improvement: Manage and guide service teams, assigning responsibilities and ensuring alignment with client expectations. Continuously identify and implement improvements to enhance service efficiency and quality.
• Compliance & Risk: Ensure adherence to organizational policies and relevant regulatory requirements while proactively managing risks.
• Vendor Coordination: Manage relationships and contracts with vendors and third-party service providers to ensure seamless service delivery.

Required Experience and Qualifications

The ideal candidate possesses deep expertise in IT service management, technical knowledge, and a significant background in leadership, particularly within the healthcare sector.

• Experience: 5–10 years of relevant experience in managing IT services, client relationships, or technical teams.
• Leadership: 5+ years in a leadership or managerial capacity, overseeing teams or projects.
• Industry Expertise (Critical): Deep knowledge and experience with IS&T enablement of care delivery and operations of acute care facilities (Healthcare Provider Industry Experience).
• Technical & Service Expertise: A solid understanding of IT infrastructure, networks, and systems relevant to managed services. Expertise in SLAs, performance metrics, and service management processes.
• Education: Bachelor’s Degree (minimum) in Information Technology, Business Administration, Computer Science, or a related field.
• Key Skills: Proficiency in project management, contract negotiation, conflict resolution, and strategic performance analysis.