Hybrid: Senior Service Delivery Lead - Healthcare Tech

Invita Healthcare Technologies; Baltimore (MD); Hybrid; USD 125,000 - 135,000; Full time

Benefits offered by this job

Bonus up to 10%

Job summary

InVita Healthcare Technologies in Baltimore, MD, is seeking a Service Delivery Manager. This senior, client-facing role ensures excellent service aligned with contracts and drives value across multiple teams.

You will lead strategic relationships, align service delivery to SLAs, and coordinate incident resolution, security reviews, and upgrades while maximizing client satisfaction and growth opportunities.

Qualifications

• Bachelor’s degree and or equivalent professional experience across service management.
• Knowledge of ITIL framework, qualification highly desirable.
• Experience working in a managed service or regulated industry is beneficial.
• Strong stakeholder and relationship management skills.
• Ability to work unsupervised, operating at a senior management level.
• Ability to make recommendations to resolve conflicts by using judgment that is consistent with InVita’s culture, policies, and procedures.
• Innovation, Flexibility, and Adaptability – undertake tasks with a positive attitude and respond well to management and customer requests.
• Good time management skills and the ability to deal with ambiguity and manage multiple priorities effectively.
• Effective communication and collaboration skills suitable for liaising with colleagues and customers.
• Fluency in English (both verbal and written).

Responsibilities

• Owns the client relationship on behalf of InVita
• Partner closely with customers as a trusted advisor who deeply understands their unique challenges and goals
• Identify and build relationships with key influencers and decisionmakers within the executive teams of our customers
• Owns the client contact on behalf of InVita
• Ensures services are delivered in line with contractual SLAs
• Ensuring incidents and service requests are delivered in line with contractual SLAs.
• Lead periodic Service Reviews with allocated clients following contract requirements
• Partner with the client to prioritize incidents and service requests.
• Orchestrate across internal teams to ensure timely resolution of incidents and requests.
• Manage key technical service activities, including quarterly security assessments and platform patching.
• Agreeing annual product patching scope and schedules with the client and overseeing implementation as part of the Product Maintenance Lifecycle (typically 2–4 times per year).
• Conduct annual disaster recovery testing.
• Participate in defining and negotiating support frameworks for new customers.
• Manage service transition into production for newly acquired customers.
• Orchestrate internal tech teams to ensure smooth delivery of upgrades for clients.
• Proactively identify problem areas and ensure improvement plans are implemented and tracked.
• Lead the review and improvement on existing KPIs/Metrics to ensure meaningful data is available to support the ongoing delivery of service.
• Lead the review of existing processes, procedures and tooling to support best in class service delivery.
• Understand the client’s business roadmap and strategy
• Conduct strategic customer reviews
• Identifying commercial opportunities for additional or upgrades services and products to support sales growth.
• Maintain high level of client satisfaction.
• Deliver per Service Level Agreement
• Generate concrete upsell, cross sell opportunities for Commercial Teams to pursue
• Improving Customer Support Services.
• Define standard client service management framework.

Skills

Stakeholder management

Communication

Leadership

English fluency

Time management

Education

Bachelor’s degree

Tools

ITIL

Job description

InVita Healthcare Technologies in Baltimore, MD, is seeking a Service Delivery Manager. This senior, client-facing role ensures excellent service aligned with contracts and drives value across multiple teams.

You will lead strategic relationships, align service delivery to SLAs, and coordinate incident resolution, security reviews, and upgrades while maximizing client satisfaction and growth opportunities.