Service Delivery Manager

Job Description

The Hospital Account Owner serves as the primary point of accountability for managed services delivery within assigned hospital and health system accounts. This role oversees the full client experience, including IT Field Services and Help Desk operations, executive relationship management, account health, staffing and scheduling, escalations, and account-based projects. The ideal candidate is an independent, client-focused decision-maker who brings urgency, professionalism, and operational discipline to a complex, high-availability healthcare environment.

Skills and Requirements

• 5+ years of experience in IT managed services, healthcare IT, or a related field, including client-facing account management responsibility.
• Experience supporting or working within a hospital or health system environment.
• Strong knowledge of Help Desk operations, IT Field Services delivery, SLAs, and ITSM platforms such as Jira, ServiceNow, Talkdesk, or equivalent tools.
• Proven ability to manage teams, scheduling, service coverage, escalations, and operational decisions in a 24/7 environment.
• Strong executive communication and presentation skills, with the ability to interact professionally with hospital leaders, clinical stakeholders, and technical teams.
• Ability to make sound, independent decisions under pressure and in ambiguous situations
• ITIL Foundation certification or equivalent service management training.
• Experience with Erlang C modeling, workforce management, or capacity planning for Help Desk teams.
• Familiarity with clinical environments, HIPAA requirements, and healthcare-specific IT compliance standards.
• Background in telecom, DAS/5G infrastructure, or endpoint device management in healthcare settings.
• Project management experience (PMP or equivalent) in a healthcare or enterprise IT context.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].