Infrastructure Delivery Manager

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)