IT Service Delivery Program Manager, Healthcare

Harbor IT · United States · posted today ago

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About this role

Harbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting edge Cybersecurity, IT, and Cloud Services to a diverse portfolio of clients. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Harbor IT is backed by investment firm Worklyn Partners since 2022 and has built a national platform through acquisition and rapid organic growth. Our mission is to manage our clients’ technology and mitigate their cyber risks, so that they don’t have to.

Position Overview:

The Healthcare Practice Program Manager owns end-to-end operational performance of Harbor IT's Healthcare POD: the clients, the 9-person delivery team, the projects, and the service delivery workflows that hold it together. This role directly manages a Solution Architect, 3 Sr. Systems Engineers, 3 Technical Support Specialist IIs, 1 Technical Support Specialist, and 1 Project Manager. The POD-CIO and CSM sit inside the POD but report outside it into CX Leadership — the Program Manager is expected to operate in lockstep with both, especially on clinical escalations and EMR-related incidents, but does not manage them.

Organizational Structure:

Reports to the Healthcare Practice Director. The POD-CIO owns executive relationships, strategic IT roadmap, and expansion positioning. The CSM owns day-to-day client ops and satisfaction. This role owns POD delivery performance, SLA/KPI attainment, the delivery team, PMO and project outcomes, PSA data integrity, delivery margin inputs, and renewal execution.

Key Responsibilities:

• Directly manage the Solution Architect, Sr. Systems Engineers, Support Specialists, and Project Manager — hiring, coaching, performance management, and daily workload assignment.

Own SLA/KPI attainment across the POD, with particular attention to EMR uptime, downtime escalation response times, and incident resolution for systems where delays directly affect patient care and clinical workflows.
Serve as the senior escalation point for EMR-related incidents (e.g., Epic, Cerner, Meditech, athenahealth, NextGen, eClinicalWorks), coordinating with vendor support and clinical stakeholders under time pressure.
Communicate directly and credibly with physicians, practice administrators, office managers, and clinical staff — translating technical issues into language a non-technical clinical audience can act on, and managing expectations during outages or go-lives.
Own queue health, PSA hygiene, and financial inputs (utilization, time entry accuracy, agreement utilization) for the POD.
Lead the POD's PMO function: EMR migrations, system upgrades, new clinic onboarding, and infrastructure projects, from scoping through closeout.
Ensure delivery practices align with HIPAA/HITECH requirements and payer/compliance

obligations relevant to healthcare clients; partner with security/compliance functions on audits and risk findings.

Join client SBRs and project reviews, packaging performance and clinical-impact narratives for practice leadership and executive sponsors.
Own renewal execution for the POD book, working in lockstep with the POD-CIO.

Qualifications & Skills:

Hands-on experience supporting EMR/EHR systems in a healthcare IT or MSP environment — administration, migrations, integrations, or escalation support (Epic, Cerner, Meditech, athenahealth, NextGen, eClinicalWorks, or comparable).
Demonstrated ability to communicate with physicians and clinical stakeholders under pressure — explaining technical root cause and timelines without jargon, and holding composure when a system outage affects patient scheduling or care delivery.
Proven people leadership managing technical/service delivery staff, including hiring and

performance accountability.

Working knowledge of HIPAA, HITECH, and healthcare compliance requirements as they

intersect with IT service delivery.

Hands-on PSA/ITSM platform experience (ConnectWise, Autotask, HaloPSA, ServiceNow, or comparable).
ITIL-aligned service management knowledge; comfortable owning SLA targets and reporting against them, including a specific example of recovering from a miss.
Strong executive presence, both client-facing (with doctors and practice administrators) and internal (with the delivery team).
Financial literacy sufficient to own program budgets, utilization, and a renewal/expansion

number.

Education & Experience:

Bachelor's degree in Information Technology, Healthcare Administration, or related field, or equivalent experience.
6–8 years combining program/project management and service delivery management within an MSP, healthcare IT, or HIT environment, including at least 2 years as a formal manager of technical staff.
Direct, hands-on EMR/EHR support or implementation experience required.
PMP/CAPM and ITIL v4 Foundations a plus.

Benefits: