Delivery Lead

Title: Delivery Lead

Location: Frisco TX / Plano TX (Hybrid)

Type: Contract

In this role you will be responsible for:

Service Delivery & Operations Management

• Lead day-to-day application support operations (L2/L3) across multiple healthcare domains like Clinical systems (Acute EHR Ambulatory EMR Nursing emergency etc) Clinical Ancillary systems (Pharmacy Radiology Laboratory etc.) Population Health and Enterprise applications.

Incident Problem & Change Management - Oversee ITIL processes:

• Incident / Request Management Ensure timely resolution/ fulfillment and escalation
• Problem Management Drive RCA and defect elimination
• Change Management Approve and govern releases and changes
• SLAs/ KPI compliance

Applications & Domain Ownership:

• Provide oversight across multiple areas of hospital operations

Vendor & Stakeholder Management:

• Coordinate with third-party support providers Conduct service review meetings and reporting Engage with clinical leaders operations and compliance teams.

Team Leadership & People Management:

• Lead and manage support teams (L2/L3 engineers SMEs)

Compliance & Risk Management

Continuous Improvement & Transformation:

• Identify Service optimization opportunities for/ AI driven Automation AI /analytics-driven support

Status reporting and stakeholder management:

Requirements for this role include:

• 10 years of experience of Proven experience in the Healthcare Provider domain with strong understanding of hospital operations clinical workflows and regulated healthcare environments.
• 10 years of experience in application support project management IT operations or healthcare IT service delivery.
• Minimum 7 years of Expertise in managing Incident Problem and Change Management aligned with ITIL best practices.
• Minimum 7 years of Experience supporting COTS healthcare applications and managing multi-vendor ecosystems.
• Strong analytical troubleshooting and communication skills with the ability to manage resolution of complex L2/L3 issues.
• Familiarity with HIPAA healthcare data governance and security/privacy compliance requirements.
• Experience coordinating patching upgrades release cycles and multi-environment deployments

Leadership & Soft Skills

• Strong stakeholder management
• Excellent communication and presentation skills