Enterprise Delivery Executive - Healthcare

Key Responsibilities: 

Account Delivery Ownership & Integration 

• Serve as the single accountable senior delivery executive for a strategic enterprise customer, owning the integrated account delivery plan across both build and run — ensuring what is sold is deliverable and sustainable in operations. 

• Provide a unified, consistent leadership interface across program delivery, technical architecture, and service operations. 

• Ensure seamless integration across design, build, and run phases — eliminating gaps between solution delivery and operational support, with smooth transitions, onboarding, and handoffs. 

Service Operations & SLA Performance 

• Own operational performance against SLAs and contractual obligations, including the review, management, and remediation of SLA claims. 

• Drive service stability, performance optimization, operational maturity, resiliency, and compliance across all platforms. 

• Create a culture of early-signal incident prevention, leveraging proactive system monitoring and observability to detect, triage, and resolve issues before customer impact. 

• Serve as escalation owner for critical incidents and service concerns. 

• Lead delivery and operations across network, storage, compute, virtualization, database, and Citrix environments, spanning private cloud and hybrid infrastructure. 

Customer Experience & Continuous Improvement 

• Drive a consistent, integrated customer experience across all delivery teams and service domains. 

• Identify and execute continuous improvement initiatives across the service lifecycle, analyzing operational processes and escalation models to target improvement opportunities. 

• Lead cross-functional collaboration to enhance service quality and efficiency. 

• Executive Engagement, Governance & Commercial Alignment 

• Build and maintain trusted relationships with CIO/CTO and executive stakeholders. 

• Lead executive governance forums, QBRs, and operational reviews. 

• Partner with account and commercial teams on renewals and retention, ensuring delivery aligns with financial and contractual commitments. 

Team Leadership & Talent Development 

• Lead and develop a large organization of managers, senior managers, and senior professionals. 

• Establish clear accountability, performance metrics, and operating cadence. 

• Build leadership depth, succession planning, and talent development programs, fostering a high-performance, customer-focused culture. 

Strategy & Market Insight 

• Contribute to sub-functional and enterprise strategy related to service delivery. 

• Monitor industry and market trends impacting managed services delivery. 

Qualifications: 

• Bachelor’s degree required, Master’s preferred 

• 12+ years of experience in infrastructure, managed services, or service delivery leadership 

• 7+ years leading managers and senior leaders 

• Demonstrated command of both program delivery and service operations (ITIL / service-management discipline alongside transformation and migration delivery at enterprise scale) 

• Proven experience delivering enterprise-scale managed services under strict SLAs 

• Strong executive presence with customer-facing leadership experience 

• Experience across private cloud, hybrid, and infrastructure platforms 

• Industry leadership in relevant domain knowledge: EPIC, hospital systems, banking and financial services platforms, etc.  

• Strong understanding of enterprise hosting and managed services agreements 

What Success Looks Like 

• Consistent SLA attainment and improved service stability 

• High customer satisfaction and executive trust 

• Measurable operational efficiency and service optimization gains 

• Issues identified and resolved proactively through monitoring — fewer customer-reported incidents and lower escalation volume 

• Strong leadership bench and team engagement 

• Successful contract renewals and long-term account health