Delivery Partner / Delivery Manager IT
Role Overview
We are seeking a seasoned Director of IT to lead end-to-end IT service delivery for a
large healthcare account, managing a team of approximately 140 resources across
onsite and offshore locations. This role will be responsible for driving operational
excellence, service quality, stakeholder engagement, and continuous
improvement across a multi-disciplinary IT landscape.
The position requires strong leadership across Service Desk, Onsite Support,
Network, Server, Storage, Business Applications, and Clinical Applications,
ensuring high availability, compliance, and alignment with healthcare industry
standards.
Key Responsibilities
1. Service Delivery & Operations
Lead and oversee 24x7 IT operations ensuring adherence to SLAs, OLAs, and
KPIs
Drive service excellence across Service Desk, EUC, Infrastructure, and
Application teams
Ensure high availability and performance of critical healthcare systems
2. Team Leadership & Management
Manage and mentor a distributed team of ~140 resources (onsite + offshore)
Build a high-performance culture focused on accountability, collaboration, and
continuous improvement
Drive workforce planning, performance management, and skill development
initiatives
3. Stakeholder & Client Management
Act as the primary point of contact for client leadership and business
stakeholders
Provide regular executive updates, service reviews, and strategic
recommendations
Build strong relationships to ensure customer satisfaction and retention
4. Infrastructure & Application Oversight
Oversee Network, Server, Storage, and Cloud environments ensuring resilience
and scalability
Govern Business and Clinical Applications ensuring uptime and compliance
Ensure seamless integration across infrastructure and application layers
5. Incident, Problem & Change Management
Lead Major Incident (P1) management and ensure rapid resolution
Drive Problem Management to identify root causes and prevent recurrence
Govern Change Management to minimize business risk
6. Compliance & Security
Ensure adherence to healthcare regulations (e.g., HIPAA) and organizational
security policies
Collaborate with InfoSec teams to maintain compliance and risk mitigation
7. Continuous Improvement & Transformation
Drive automation, self-service, and operational efficiency initiatives
Identify cost optimization opportunities and improve service delivery models
Lead digital transformation initiatives across IT services
8. Vendor & Financial Management
Manage vendor relationships and ensure SLA compliance
Oversee budgeting, cost control, and financial governance
Identify opportunities for cost savings and value creation
Required Qualifications
Bachelor’s degree or MBA preferred
15+ years of experience in IT service delivery with at least 5+ years in leadership
roles
Proven experience managing large-scale healthcare or enterprise accounts
Strong knowledge of ITIL processes and service management frameworks
Technical Expertise
Infrastructure: Network, Servers, Storage, Cloud
End-User Computing & Service Desk operations
Business & Clinical Applications (EHR/EMR experience preferred)
Cybersecurity, compliance, and risk management
ITSM tools (ServiceNow or similar)
Key Competencies
Leadership & Team Management
Stakeholder & Client Engagement
Strategic Thinking & Decision Making
Operational Excellence
Problem Solving & Crisis Management
Communication & Influencing Skills
