IT Service Delivery Program Manager, Healthcare

Job description

Position Overview: The Healthcare Practice Program Manager owns end-to-end operational performance of Harbor IT's Healthcare POD: the clients, the 9-person delivery team, the projects, and the service delivery workflows that hold it together. This role directly manages a Solution Architect, 3 Sr. Systems Engineers, 3 Technical Support Specialist IIs, 1 Technical Support Specialist, and 1 Project Manager. The POD-CIO and CSM sit inside the POD but report outside it into CX Leadership — the Program Manager is expected to operate in lockstep with both, especially on clinical escalations and EMR-related incidents, but does not manage them. Organizational Structure: Reports to the Healthcare Practice Director. The POD-CIO owns executive relationships, strategic IT roadmap, and expansion positioning. The CSM owns day-to-day client ops and satisfaction. This role owns POD delivery performance, SLA/KPI attainment, the delivery team, PMO and project outcomes, PSA data integrity, delivery margin inputs, and renewal execution. Key Responsibilities: • Directly manage the Solution Architect, Sr. Systems Engineers, Support Specialists, and Project Manager — hiring, coaching, performance management, and daily workload assignment. • Own SLA/KPI attainment across the POD, with particular attention to EMR uptime, downtime escalation response times, and incident resolution for systems where delays directly affect patient care and clinical workflows. • Serve as the senior escalation point for EMR-related incidents (e.g., Epic, Cerner, Meditech, athenahealth, NextGen, eClinicalWorks), coordinating with vendor support and clinical stakeholders under time pressure. • Communicate directly and credibly with physicians, practice administrators, office managers, and clinical staff — translating technical issues into language a non-technical clinical audience can act on, and managing expectations during outages or go-lives. • Own queue health, PSA hygiene, and financial inputs (utilization, time entry accuracy, agreement utilization) for the POD. • Lead the POD's PMO function: EMR migrations, system upgrades, new clinic onboarding, and infrastructure projects, from scoping through closeout. • Ensure delivery practices align with HIPAA/HITECH requirements and payer/compliance obligations relevant to healthcare clients; partner with security/compliance functions on audits and risk findings. • Join client SBRs and project reviews, packaging performance and clinical-impact narratives for practice leadership and executive sponsors. • Own renewal execution for the POD book, working in lockstep with the POD-CIO. Qualifications & Skills: • Hands-on experience supporting EMR/EHR systems in a healthcare IT or MSP environment — administration, migrations, integrations, or escalation support (Epic, Cerner, Meditech, athenahealth, NextGen, eClinicalWorks, or comparable). • Demonstrated ability to communicate with physicians and clinical stakeholders under pressure — explaining technical root cause and timelines without jargon, and holding composure when a system outage affects patient scheduling or care delivery. • Proven people leadership managing technical/service delivery staff, including hiring and performance accountability. • Working knowledge of HIPAA, HITECH, and healthcare compliance requirements as they intersect with IT service delivery. • Hands-on PSA/ITSM platform experience (ConnectWise, Autotask, HaloPSA, ServiceNow, or comparable). • ITIL-aligned service management knowledge; comfortable owning SLA targets and reporting against them, including a specific example of recovering from a miss. • Strong executive presence, both client-facing (with doctors and practice administrators) and internal (with the delivery team). • Financial literacy sufficient to own program budgets, utilization, and a renewal/expansion number. Education & Experience: • 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, including at least 2 years as a formal manager of technical staff. • Direct, hands-on EMR/EHR support or implementation experience required. • PMP/CAPM and ITIL v4 Foundations 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 Harbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting edge Cybersecurity, IT, and Cloud Services to a diverse portfolio of clients. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Harbor IT is backed by investment firm Worklyn Partners since 2022 and has built a national platform through acquisition and rapid organic growth. Our mission is to manage our clients’ technology and mitigate their cyber risks, so that they don’t have to.