Service Delivery Manager

Medclinicx; Austin (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Med Clinic X seeks a Service Delivery Manager to oversee delivery and performance of healthcare technology services in the US. You will coordinate cross-functional teams, ensure successful implementation and support of SaaS platforms, and act as the bridge between clients, engineering, and business stakeholders.

The role emphasizes HIPAA compliance, SLA adherence, and continuous improvement of operational processes. Strong leadership, communications, and project management skills are required.

Qualifications

• Bachelor's degree in IT/Business Administration, Healthcare Management, or related field.
• Experience in service delivery, IT operations, or SaaS management.
• Strong project and stakeholder management skills.
• Excellent communication and leadership abilities.
• Experience managing client-facing technology services.

Responsibilities

• Oversee delivery of healthcare SaaS products and technology services.
• Ensure projects and client services are delivered on time.
• Monitor service availability, performance, and reliability; drive improvements.
• Build strong relationships with healthcare organizations and act as primary contact.
• Coordinate onboarding, support, and releases with engineering and ops teams.
• Ensure HIPAA data security compliance and SLA adherence.
• Track SLA/KPI metrics and produce client/internal reports.
• Identify workflow improvements and automation opportunities.

Skills

Service delivery experience

Project management

Communication skills

Leadership abilities

Client-facing services

Education

Bachelor's degree in IT/Business/Healthcare

Tools

ITIL knowledge

Job description

Med Clinic X is a healthcare technology company building secure and scalable digital solutions that help healthcare organizations across the United States improve operations and deliver better patient experiences.

We develop healthcare SaaS platforms, AI-driven healthcare systems, patient portals, telemedicine solutions, automation workflows, and digital health products for clinics, hospitals, and healthcare providers.

Our mission is to deliver reliable healthcare technology services that create measurable value for healthcare organizations.

Job Overview

We are seeking a Service Delivery Manager to oversee the successful delivery, performance, and continuous improvement of healthcare technology services.

In this role, you will manage client delivery operations, coordinate cross-functional teams, and ensure healthcare SaaS solutions are implemented and supported effectively. You will act as a key connection between clients, engineering teams, support teams, and business stakeholders to ensure high-quality service delivery.

Responsibilities

Service Delivery Management

• Manage delivery of healthcare SaaS products and technology services.
• Ensure projects and client services are delivered on time.
• Monitor service availability, performance, and reliability.
• Develop processes to improve operational efficiency.

Client Relationship Management

• Build strong relationships with healthcare organizations.
• Act as the primary point of contact for service delivery.
• Understand client requirements and ensure successful outcomes.
• Manage customer escalations and coordinate issue resolution.

Healthcare Technology Operations

• Oversee implementation onboarding and support teams.
• Ensure compliance with HIPAA data security rules.
• Coordinate with engineering and technical leads on releases.
• Ensure healthcare platforms meet SLA agreements.

Process Improvement & Reporting

• Track service metrics and performance indicators (SLA, KPI).
• Create reports for internal and client stakeholders.
• Identify workflow improvements and automation opportunities.

Qualifications

Required

• Bachelor’s in IT, Business Administration, Healthcare Management, or related field.
• Experience in service delivery, IT operations, or SaaS management.
• Strong project and stakeholder management skills.
• Excellent communication and leadership abilities.
• Experience managing client-facing technology services.

Preferred

• Experience in US healthcare or healthcare SaaS environments.
• Familiarity with HIPAA compliance and healthcare SLA rules.
• Experience managing enterprise software implementations.
• Knowledge of ITIL service management practices.
• Background in healthcare IT consulting or client success.

Why Join Med Clinic X?

At Med Clinic X, you will lead the delivery of technology solutions that support modern healthcare organizations. You will:

• Manage healthcare technology delivery for US organizations
• Lead cross-functional teams and client operations
• Improve service quality and customer experiences
• Work with innovative SaaS and AI healthcare platforms

Technical Core

IT Service Management (ITSM) SLA & KPI Tracking Incident Triage & Management Agile / Scrum Methodologies HIPAA & Security Compliance Root Cause Analysis (RCA)

Systems You Will Work With

SaaS Delivery Management

Direct the onboarding and configuration cycles for enterprise clinics using our SaaS platforms.

Critical Incident SLAs

Establish incident response workflows keeping server availability and security compliance above 99.99%.

Cross-Functional Sprints

Coordinate resource allocation across backend engineers, QA, and client onboarding teams.

EHR Integration Projects

Monitor data sync latency thresholds across active HL7/FHIR database connections.

RCA & Client Remediations

Author system downtime RCAs and coordinate SLA-related updates with client administrators.

KPI Analytics Reporting

Deliver dashboard reports mapping system response time and support desk ticket resolution rates.