Service Manager - Healthcare

Role Overview

Harbor IT is seeking a POD Service Manager (Healthcare) to lead and optimize ongoing service delivery for a large healthcare client environment covering ~100 facilities nationwide. You will ensure compliant, efficient IT operations while balancing strategic oversight with hands-on execution.

Responsibilities

Service Delivery Leadership

• Own day-to-day delivery of IT services across the multi-site healthcare environment
• Ensure SLA adherence, service quality, and client satisfaction
• Track KPIs and drive continuous performance improvements across service lines

Team Leadership and Development

• Manage and mentor service delivery teams (e.g., service desk, infrastructure, field technicians)
• Drive accountability, performance management, and professional development
• Partner with HR and leadership on staffing strategy and resource planning

Client Engagement and Governance

• Serve as the primary point of contact for client stakeholders
• Run regular operational and executive governance meetings
• Communicate performance, risks, and improvement plans clearly and proactively

Healthcare Compliance Oversight

• Ensure adherence to HIPAA and other healthcare regulations
• Maintain audit readiness and coordinate with internal security/compliance teams
• Monitor access controls, PHI handling, and risk mitigation processes

Operational Excellence & Continuous Improvement

• Identify inefficiencies and implement process improvements
• Standardize workflows, documentation, and best practices
• Drive automation/optimization to improve service performance

Field Operations Management

• Oversee on-site/regional support coverage across distributed facilities
• Coordinate between remote and field teams
• Optimize resource allocation and response times

Tools and Systems Management

• Ensure effective use of PSA, ticketing, and documentation platforms
• Maintain asset inventories, service catalogs, and knowledge bases
• Drive adoption of tools and processes across delivery

Risk and Issue Management

• Maintain and manage RAID logs (Risks, Assumptions, Issues, Dependencies)
• Proactively identify and mitigate operational risks
• Escalate critical issues and drive timely resolution

Success Criteria (First 6 Months)

• Consistent SLA performance across all service lines
• High client satisfaction and retention
• No critical compliance or audit findings
• Improved operational efficiency and measurable KPI gains
• Fully aligned and high-performing delivery team

Requirements

• Bachelor’s degree in IT, Business, Healthcare Administration, or equivalent experience