Infrastructure delivery manager - healthcare domain

Role Overview

We are seeking a Healthcare Delivery Manager 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 Info Sec 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 (Service Now or similar)