Senior Service Delivery Leader — Client Experience

InVita Healthcare Technologies, Inc.; United States; Hybrid; USD 125,000 - 135,000; Full time

Job summary

InVita Healthcare Technologies, Inc. in Baltimore, MD is seeking a Service Delivery Manager to lead client experience and service delivery for regulated healthcare software solutions.

The role is hybrid with three days per week in the Baltimore office and standard hours from 8:30 AM to 5:30 PM, exempt from overtime. You will manage client relationships, coordinate cross-functional teams, ensure SLAs are met, and drive continuous improvement with a focus on service excellence and stakeholder

Qualifications

• Bachelor’s degree or equivalent professional experience.
• Knowledge of ITIL framework is desirable.
• Experience in a managed service or regulated industry is beneficial.
• Fluency in English (written and spoken).

Responsibilities

• Owns the client relationship on behalf of InVita.
• Partner with customers as a trusted advisor understanding their challenges and goals.
• Identify and build relationships with key influencers and decision-makers at client organizations.
• Ensure services are delivered in line with contractual SLAs and reviews.
• Coordinate across internal teams to resolve incidents and requests.
• Lead annual security assessments and platform patching schedules with clients.
• Define and negotiate support frameworks for new customers.
• Drive continuous improvement by reviewing KPIs and processes.

Skills

English fluency

Stakeholder management

Relationship management

Communication skills

Time management

Adaptability

Strategic thinking

Education

Bachelor’s degree

Job description

InVita Healthcare Technologies, Inc. in Baltimore, MD is seeking a Service Delivery Manager to lead client experience and service delivery for regulated healthcare software solutions.

The role is hybrid with three days per week in the Baltimore office and standard hours from 8:30 AM to 5:30 PM, exempt from overtime. You will manage client relationships, coordinate cross-functional teams, ensure SLAs are met, and drive continuous improvement with a focus on service excellence and stakeholder