Service Delivery Manager

Insight Global; Massachusetts; On-site; USD 126,000 - 154,000; Full time

Job summary

Insight Global is seeking a Service Delivery Manager to own the end-to-end managed services for our hospital and health system accounts, including IT Field Services and Help Desk.

The role requires 5+ years in IT managed services, hospital exposure, and strong executive communication; on-site in Springfield, MA and Boston, MA with 4 days on-site weekly.

Qualifications

• 5+ years in IT managed services or healthcare IT with client-facing responsibility.
• Experience supporting hospital or health system environments.
• Strong knowledge of Help Desk, Field Services, SLAs, and ITSM tools.
• Ability to manage teams, scheduling, and escalations in a 24/7 setting.
• Strong executive communication with hospital leaders and clinical stakeholders.

Responsibilities

• Own delivery of managed services for hospital and health system accounts.
• Oversee Help Desk and IT Field Services operations and client experience.
• Manage staffing, scheduling, coverage, and escalations in a 24/7 environment.
• Develop and present updates to hospital leaders and clinical stakeholders.
• Lead account-based projects and engagement initiatives.

Skills

IT account management

Help Desk operations

ITSM platforms

Executive communication

Tools

Jira

ServiceNow

Talkdesk

Job description

Job Description: Service Delivery Manager

Location:

• 1 openings on-site Springfield, MA 01107
• 1 openings on-site Boston, MA 02115

Schedule:

M-F, 4 days on-site

Start Date:

ASAP

The Service Delivery Manager serves as the primary point of accountability for managed services delivery within assigned hospital and health system accounts. This role oversees the full client experience, including IT Field Services and Help Desk operations, executive relationship management, account health, staffing and scheduling, escalations, and account-based projects. The ideal candidate is an independent, client-focused decision-maker who brings urgency, professionalism, and operational discipline to a complex, high-availability healthcare environment.

Must Have:

• 5+ years of experience in IT managed services, healthcare IT, or a related field, including client-facing account management responsibility.
• Experience supporting or working within a hospital or health system environment.
• Strong knowledge of Help Desk operations, IT Field Services delivery, SLAs, and ITSM platforms such as Jira, ServiceNow, Talkdesk, or equivalent tools.
• Proven ability to manage teams, scheduling, service coverage, escalations, and operational decisions in a 24/7 environment.
• Strong executive communication and presentation skills, with the ability to interact professionally with hospital leaders, clinical stakeholders, and technical teams.
• Ability to make sound, independent decisions under pressure and in ambiguous situations

Plusses:

• ITIL Foundation certification or equivalent service management training.
• Experience with Erlang C modeling, workforce management, or capacity planning for Help Desk teams.
• Familiarity with clinical environments, HIPAA requirements, and healthcare-specific IT compliance standards.
• Background in telecom, DAS/5G infrastructure, or endpoint device management in healthcare settings.
• Project management experience (PMP or equivalent) in a healthcare or enterprise IT context.

$140,000 to $140,000 per year annual salary

Exact compensation may vary based on several factors, including skills, experience, and education.