Our client is a leading profit health system. The Delivery Excellence Director is responsible for defining and implementing a comprehensive Delivery Excellence Strategy & Governance framework for healthcare provider clients across all the services life cycle process stages (Lead to Order, Order to Delivery, Order to Cash). This includes establishing standardized delivery frameworks, methodologies, and playbooks, as well as instituting governance models and mechanisms to review the delivery health, risk, and performance, while embedding patient safety, clinical impact, and provider operational realities into the delivery standards. The position involves engaging with Account Leadership, client executives and stakeholders on delivery assurance and improvement initiatives, and representing delivery excellence in executive steering committees, audits, and QBRs. Overall, the goal is to ensure high-quality, compliant, and efficient delivery of healthcare IT services that meet client needs and drive business outcomes.

Position Type: Permanent

Mode of Interview: Virtual

Experience: 18 - 26 Years

Notice Period: Immediate / 30days

Skills: Delivery Excellence, Governance Framework, SLA, KPI, Quality & Delivery Excellence, ITIL, Lean/Six Sigma, Agile, PMP.

LOOKING FOR A CANDIDATE WORKING IN SERVICE BASED ORGANIZATIONS EXPLICITLY AND WHO ARE AT A SR MANAGER LEVEL. SHARE YOUR UPDATED CV WITH JOB REFERENCE NUMBER - JOB 16446 TO

Please note that due to the high number of applications only shortlisted candidates will be contacted. If you do not hear from us in the next 5 business days, we regret to inform you that your application for this position was unsuccessful.

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Key responsibilities

Drive excellence in healthcare IT services such as EHR, clinical and business applications, data analytics, and Cybersecurity.
Institute governance models, cadence, and review mechanisms for Delivery health, risk, and performance (SLA, SLO, CSAT, etc.).
Oversee delivery excellence across multiple clients and act as the escalation authority for systemic delivery issues impacting multiple accounts.
Partner with Account delivery Leadership to foster a culture of continuous improvement, automation (SOPs, Knowledge Management, GenAI), and skill development (Learning paths).
Govern the implementation of policies, processes, and procedures for the overall client delivery while tracking cost, margin, and utilization outcomes.
Partner with Account Leadership to anticipate changing demands from the client's organization and business environment and creatively realign delivery objectives as needed to align with client's organizational strategic objectives.

Role requirements

Bachelor's in engineering / MBA with excellent communication skills.
18+ years of overall IT experience, with progressive leadership responsibility.
5+ years in a delivery excellence, quality, or operations leadership role serving multiple US healthcare provider clients (provider side or services partner).
Proven experience managing large, complex, multi-vendor, multi-geo delivery environments.
Executive-level stakeholder management and communication skills.
Strong analytical, problem-solving, and decision-making capabilities.
Detailed oriented leader with a customer delivery project management mindset and the ability to see the big picture and think strategically combined with a deep understanding of services delivery operations.
Strong communicator with high emotional intelligence, that builds relationships and trust and collaborates with all stakeholders.
Demonstrated ability to drive change at scale across organizations and accounts.
Experience with ITIL, Lean/Six Sigma, Agile, or similar frameworks preferred.
Relevant certifications (ITIL, PMP, Six Sigma, SAFe, healthcare compliance) are a plus.

Director – Delivery Excellence