Service Delivery Director (Healthcare)

Harbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting edge Cybersecurity, IT, and Cloud Services to a diverse portfolio of clients. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Harbor IT is backed by investment firm Worklyn Partners since 2022 and has built a national platform through acquisition and rapid organic growth. Our mission is to manage our clients’ technology and mitigate their cyber risks, so that they don’t have to. Position Overview:

The Healthcare Practice Delivery Director is responsible for the overall leadership, performance, and growth of Service Delivery within Harbor IT's Healthcare Practice. This role ensures high levels of client satisfaction, operational excellence, and regulatory-grade service delivery for a portfolio of healthcare and life sciences clients, where uptime, compliance, and clinical-workflow sensitivity carry outsized weight. Working closely with the VP of Managed Services, the Healthcare Practice Delivery Director leads a team of Pod Managers and support staff dedicated to healthcare accounts, maintaining service excellence while continuously driving improvements across an EOS-managed, growth-stage MSP/MSSP environment with shared accountability across the executive team.

Key Responsibilities

• Lead and manage day-to-day operations of the Service Delivery team to meet or exceed client SLAs and internal performance targets.
• Develop and enforce service delivery strategies, processes, and best practices to ensure client satisfaction and contract compliance.
• Serve as a senior escalation point for client issues and service disruptions, ensuring swift resolution and communication.
• Partner with Sales, Client Experience, Professional Services and Shared Services teams to ensure alignment on client needs and business objectives.
• Oversee resource management, workforce planning, and team development to support client deliver