IT Service Delivery Program Manager, Healthcare

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.