Infrastructure Delivery Manager - Healthcare Domain

Role OverviewWe are seeking a Healthcare Delivery Manager 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 Responsibilities1. Service Delivery & OperationsLead and oversee 24x7 IT operations ensuring adherence to SLAs, OLAs, and KPIsDrive service excellence across Service Desk, EUC, Infrastructure, and Application teamsEnsure high availability and performance of critical healthcare systems2. Team Leadership & ManagementManage and mentor a distributed team of ~140 resources (onsite + offshore)Build a high-performance culture focused on accountability, collaboration, and continuous improvementDrive workforce planning, performance management, and skill development initiatives3. Stakeholder & Client ManagementAct as the primary point of contact for client leadership and business stakeholdersProvide regular executive updates, service reviews, and strategic recommendationsBuild strong relationships to ensure customer satisfaction and retention4. Infrastructure & Application OversightOversee Network, Server, Storage, and Cloud environments ensuring resilience and scalabilityGovern Business and Clinical Applications ensuring uptime and complianceEnsure seamless integration across infrastructure and application layers5. Incident, Problem & Change ManagementLead Major Incident (P1) management and ensure rapid resolutionDrive Problem Management to identify root causes and prevent recurrenceGovern Change Management to minimize business risk6. Compliance & SecurityEnsure adherence to healthcare regulations (e.g., HIPAA) and organizationalsecurity policiesCollaborate with InfoSec teams to maintain compliance and risk mitigation7. Continuous Improvement & TransformationDrive automation, self-service, and operational efficiency initiativesIdentify cost optimization opportunities and improve service delivery modelsLead digital transformation initiatives across IT services8. Vendor & Financial ManagementManage vendor relationships and ensure SLA complianceOversee budgeting, cost control, and financial governanceIdentify opportunities for cost savings and value creationRequired QualificationsBachelor’s degree or MBA preferred15+ years of experience in IT service delivery with at least 5+ years in leadership rolesProven experience managing large-scale healthcare or enterprise accountsStrong knowledge of ITIL processes and service management frameworksTechnical ExpertiseInfrastructure: Network, Servers, Storage, CloudEnd-User Computing & Service Desk operationsBusiness & Clinical Applications (EHR/EMR experience preferred)Cybersecurity, compliance, and risk managementITSM tools (ServiceNow or similar)