1. Position Overview
The Delivery Director will provide end-to-end leadership for a large-scale managed IT infrastructure services engagement supporting a healthcare customer. The role is accountable for service delivery performance, operational stability, customer governance, transformation execution, and measurable continuous improvement across infrastructure service towers.
The successful candidate will bring deep experience in complex, multi-tower infrastructure managed services environments, preferably within healthcare or other highly regulated industries. This leader must demonstrate executive presence, strong commercial discipline, the ability to improve customer confidence, and a proven record of leading large distributed teams through operational and transformational change.
2. Key Responsibilities
2.1 Overall Service Delivery Leadership
- Own end-to-end delivery of the managed infrastructure services engagement, including Compute, Cloud, Network, Telecom, Network Security, End User Computing, Field Services, Collaboration, Datacenter, Service Management and Operations.
- Ensure delivery meets contractual commitments, SLAs, KPIs, service quality objectives, and customer expectations.
- Establish a culture of operational excellence, accountability, proactive service management, and continuous improvement.
- Drive resolution of major operational issues, escalations, service risks, and chronic performance challenges.
- Ensure effective 24x7 operational coverage and robust incident, problem, change, and major incident management.
2.2 Customer and Executive Relationship Management
- Serve as the senior delivery executive and trusted advisor to the healthcare customer.
- Build strong relationships with CIO, CTO, CISO, Infrastructure, Application, Security, and Vendor Management leadership.
- Establish credibility with stakeholders and proactively address customer concerns and areas of dissatisfaction.
- Lead executive governance, service reviews, QBRs, operational reviews, and transformation discussions.
- Develop and execute stakeholder engagement strategies to improve customer perception and strengthen the overall partnership.
2.3 Service Transformation and Modernization
- Lead the transformation roadmap across the infrastructure environment, moving the engagement from reactive operations toward proactive, predictive, automated, and AI-enabled operations.
- Identify opportunities for automation, AIOps, self-healing, observability, cloud optimization, and operational intelligence.
- Establish continuous improvement programs focused on service stability, productivity, customer experience, and cost optimization.
- Develop and execute modernization initiatives aligned with the customer's technology strategy.
2.4 SLA, KPI and Operational Performance
- Own overall service performance against contractual SLAs, OLAs, KPIs and experience metrics.
- Establish proactive performance management and early-warning mechanisms for potential SLA breaches.
- Lead service improvement plans and recovery initiatives when performance falls below expectations.
- Analyze trends across incidents, problems, changes, service requests, availability, capacity, vulnerabilities, and customer experience.
- Drive measurable improvements in service stability, MTTR, SLA compliance, automation, productivity, and customer satisfaction.
2.5 Financial and Commercial Management
- Own the financial performance of the engagement, including revenue, margin, cost, utilization, productivity, and forecast.
- Identify and execute cost optimization and productivity opportunities.
- Manage resource mix and capacity across onsite, nearshore, and offshore delivery models.
- Partner with account and sales leadership to identify expansion, transformation, and professional services opportunities.
- Support contract governance, scope management, change requests, and commercial discussions.
2.6 People and Organization Leadership
- Lead and develop a large, geographically distributed delivery organization.
- Establish clear accountability across tower leads, service managers, engineering teams, and support functions.
- Build a high-performing leadership team with strong technical depth and customer orientation.
- Identify skill gaps and drive hiring, succession planning, cross-skilling, and capability development.
- Foster a culture of ownership, collaboration, innovation, and customer-centricity.
2.7 Governance, Risk and Compliance
- Establish a strong governance framework spanning operational, tactical, and executive levels.
- Maintain visibility into service risks, dependencies, major initiatives, audit items, security vulnerabilities, and business continuity risks.
- Ensure effective governance across internal teams, customer stakeholders, and third-party vendors.
- Drive timely escalation and resolution of critical risks and issues.
2.8 Vendor and Partner Management
- Manage strategic technology and service-provider relationships supporting the infrastructure environment.
- Establish clear RACI, performance expectations, escalation paths, and governance mechanisms.
- Coordinate multiple vendors during major incidents, transformation programs, and infrastructure changes.
- Hold partners accountable for service quality, contractual commitments, and continuous improvement.
3. Required Qualifications
- 15+ years of experience in IT Infrastructure, Managed Services, IT Operations, or Technology Services.
- 8+ years of senior leadership experience managing large-scale infrastructure managed services engagements.
- Demonstrated experience managing complex, multi-tower infrastructure environments.
- Experience working with healthcare customers or other highly regulated industries strongly preferred.
- Strong understanding of ITIL/ITSM, SLA management, service governance, and operational excellence.
- Experience managing large distributed teams across onsite, nearshore, and offshore locations.
- Strong financial management experience, including P&L, margin, forecasting, and productivity.
- Demonstrated experience with infrastructure transformation, automation, cloud, AIOps, and modernization.
- Strong executive communication, stakeholder management, negotiation, and relationship-building skills.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
4. Preferred Qualifications
- Experience managing $25M+ managed services engagements and/or 200+ person organizations.
- Healthcare industry experience with understanding of healthcare technology ecosystems.
- Experience with HIPAA, HITECH, HITRUST, SOC, cybersecurity, and business continuity requirements.
- ITIL, PMP, TOGAF, or relevant professional certifications.
- Experience leading large-scale transformation and outsourcing programs.
- Experience implementing AI-driven operations, AIOps, automation, observability, and service orchestration.
5. Leadership Profile
- The successful candidate is a customer-focused, commercially astute, and operationally strong technology leader who can balance day-to-day service excellence with long-term transformation. They should be comfortable operating with C-level executives, challenging the status quo, creating accountability across complex organizations, and turning customer pain points into measurable improvements and strategic opportunities.
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