Delivery Lead

Title: Delivery Lead

Location: Frisco, TX / Plano, TX (Hybrid)

Type: Contract

In this role you will be responsible for: 

Service Delivery & Operations Management

• Lead day-to-day application support operations (L2/L3) across multiple healthcare domains like Clinical systems (Acute EHR, Ambulatory EMR, Nursing, emergency etc), Clinical Ancillary systems (Pharmacy, Radiology, Laboratory etc.), Population Health and Enterprise applications.

Incident, Problem & Change Management - Oversee ITIL processes:

• Incident / Request Management – Ensure timely resolution/ fulfillment and escalation
• Problem Management – Drive RCA and defect elimination
• Change Management – Approve and govern releases and changes
• SLA’s/ KPI compliance

Applications & Domain Ownership:  

• Provide oversight across multiple areas of hospital operations

Vendor & Stakeholder Management:

• Coordinate with third-party support providers, Conduct service review meetings and reporting, Engage with clinical leaders, operations, and compliance teams.

Team Leadership & People Management:

• Lead and manage support teams (L2/L3 engineers, SMEs)

Compliance & Risk Management

Continuous Improvement & Transformation:

• Identify Service optimization opportunities for/ AI driven Automation, AI /analytics-driven support

Status reporting and stakeholder management:

Requirements for this role include:

• 10+ years of experience of Proven experience in the Healthcare Provider domain, with strong understanding of hospital operations, clinical workflows, and regulated healthcare environments.
• 10+ years of experience in application support, project management, IT operations or healthcare IT service delivery.
• Minimum 7+ years of Expertise in managing Incident, Problem, and Change Management aligned with ITIL best practices.
• Minimum 7+ years of Experience supporting COTS healthcare applications and managing multi-vendor ecosystems.
• Strong analytical, troubleshooting, and communication skills with the ability to manage resolution of complex L2/L3 issues.
• Familiarity with HIPAA, healthcare data governance, and security/privacy compliance requirements.
• Experience coordinating patching, upgrades, release cycles, and multi-environment deployments

Leadership & Soft Skills

• Strong stakeholder management
• Excellent communication and presentation skills