IT Service Delivery Program Manager, Healthcare

Harbor IT, LLC; United States; On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits package

401(k) retirement plan

Unlimited PTO and holidays

Professional development opportunities

Job summary

Harbor IT, LLC seeks a Healthcare Practice Program Manager to own end-to-end performance of the Healthcare POD, directing a 9-person delivery team and overseeing EMR-related incidents, SLA attainment, and renewal execution. Collaboration with the POD-CIO and Clinical Stakeholders ensures clinical workflows align with IT service delivery.

You will lead a team of architects, engineers, and specialists, drive PMO initiatives, and ensure HIPAA/HITECH compliance across projects in a healthcare MSP

Qualifications

• Hands-on experience supporting EMR/EHR systems in a healthcare IT or MSP environment - administration, migrations, integrations, or escalation support.
• Demonstrated ability to communicate with physicians and clinical stakeholders under pressure - explaining technical root cause and timelines without jargon, and holding composure when a system outage affects patient scheduling or care delivery.
• Proven people leadership managing technical/service delivery staff, including hiring and performance accountability.
• Working knowledge of HIPAA, HITECH, and healthcare compliance requirements as they intersect with IT service delivery.
• Hands-on PSA/ITSM platform experience (ConnectWise, Autotask, HaloPSA, ServiceNow, or comparable).
• ITIL-aligned service management knowledge; comfortable owning SLA targets and reporting against them, including a specific example of recovering from a miss.
• Strong executive presence, both client-facing (with doctors and practice administrators) and internal (with the delivery team).
• Financial literacy sufficient to own program budgets, utilization, and a renewal/expansion number.

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.

Skills

EMR/EHR support

Physician communications

People leadership

Healthcare compliance

PSA/ITSM tools

ITIL service management

Executive presence

Budgeting

Education

Bachelor’s degree in IT/Healthcare

PM/SD experience 6–8 years

EMR/EHR hands-on experience

PMP/CAPM ITIL v4 Foundations a plus

Tools

ConnectWise

Autotask

HaloPSA

ServiceNow

Job description

Harbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting edge Cybersecurity, IT, and Cloud Services to a diverse portfolio of clients. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Harbor IT is backed by investment firm Worklyn Partners since 2022 and has built a national platform through acquisition and rapid organic growth. Our mission is to manage our clients' technology and mitigate their cyber risks, so that they don't have to.

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.

Qualifications & Skills:

• Hands-on experience supporting EMR/EHR systems in a healthcare IT or MSP environment - administration, migrations, integrations, or escalation support (Epic, Cerner, Meditech, athenahealth, NextGen, eClinicalWorks, or comparable).
• Demonstrated ability to communicate with physicians and clinical stakeholders under pressure - explaining technical root cause and timelines without jargon, and holding composure when a system outage affects patient scheduling or care delivery.
• Proven people leadership managing technical/service delivery staff, including hiring and performance accountability.
• Working knowledge of HIPAA, HITECH, and healthcare compliance requirements as they intersect with IT service delivery.
• Hands-on PSA/ITSM platform experience (ConnectWise, Autotask, HaloPSA, ServiceNow, or comparable).
• ITIL-aligned service management knowledge; comfortable owning SLA targets and reporting against them, including a specific example of recovering from a miss.
• Strong executive presence, both client-facing (with doctors and practice administrators) and internal (with the delivery team).
• Financial literacy sufficient to own program budgets, utilization, and a renewal/expansion number.

Education & Experience:

• Bachelor's degree in Information Technology, Healthcare Administration, or related field, or equivalent experience.
• 6-8 years combining program/project management and service delivery management within an MSP, healthcare IT, or HIT environment, including at least 2 years as a formal manager of technical staff.
• Direct, hands-on EMR/EHR support or implementation experience required.
• PMP/CAPM and ITIL v4 Foundations a plus.

Benefits:

• Competitive salary commensurate with experience
• Comprehensive benefits package including health, dental, and vision insurance.
• 401(k) retirement plan with company match
• Unlimited PTO and holidays
• Professional development opportunities