Director of Project Delivery and IT Professional Services

About the role

Lead the Project Delivery and Professional Services organization, ensuring high-quality, timely, and financially successful informatics projects and diagnostic-instrument installations.

Provide oversight of the full implementation portfolio, including project readiness, schedules, milestones, capacity, resource assignments, risks, customer commitments, project reporting, and transition to ongoing support.

Establish and continuously improve scalable delivery methodologies, governance practices, standard work, tools, and performance expectations.

Coach, develop, and retain a high-performing team of IT professionals, project managers, and technical consultants.

Set clear role expectations, performance standards, development plans, and accountability measures for individuals and teams.

Own the financial and operational performance of the professional services portfolio, including revenue forecasting, utilization, project margin, cost-to-complete, scope management, resource capacity, and forecast accuracy.

Lead significant customer escalations and project recovery efforts, including root-cause assessment, corrective action planning, and follow-through.

Build trusted-advisor relationships with hospital, health system, laboratory, IT, and clinical leaders.

Partner with Sales, Finance, Product Management, Engineering, Customer Success, and other functions to improve scoping, delivery, customer outcomes, and business performance.

Identify recurring causes of project delays, installation backlogs, rework, and margin erosion and lead continuous-improvement initiatives to increase delivery consistency, capacity, and scalability.

Build technical, project-management, and leadership bench strength to support growth, succession planning, and organizational transformation.

Responsibilities

• Lead the Project Delivery and Professional Services organization, ensuring high-quality, timely, and financially successful informatics projects and diagnostic-instrument installations.
• Provide oversight of the full implementation portfolio, including project readiness, schedules, milestones, capacity, resource assignments, risks, customer commitments, project reporting, and transition to ongoing support.
• Establish and continuously improve scalable delivery methodologies, governance practices, standard work, tools, and performance expectations.
• Coach, develop, and retain a high-performing team of IT professionals, project managers, and technical consultants.
• Set clear role expectations, performance standards, development plans, and accountability measures for individuals and teams.
• Own the financial and operational performance of the professional services portfolio, including revenue forecasting, utilization, project margin, cost-to-complete, scope management, resource capacity, and forecast accuracy.
• Lead significant customer escalations and project recovery efforts, including root-cause assessment, corrective action planning, and follow-through.
• Build trusted-advisor relationships with hospital, health system, laboratory, IT, and clinical leaders.
• Partner with Sales, Finance, Product Management, Engineering, Customer Success, and other functions to improve scoping, delivery, customer outcomes, and business performance.
• Identify recurring causes of project delays, installation backlogs, rework, and margin erosion and lead continuous-improvement initiatives to increase delivery consistency, capacity, and scalability.
• Build technical, project-management, and leadership bench strength to support growth, succession planning, and organizational transformation.

Requirements

• Bachelor’s degree in information technology, computer science, engineering, healthcare informatics, business, or a related field, or an equivalent combination of education and relevant experience.
• Twelve or more years of progressive experience in healthcare implementation services, professional services, project or program management, technical consulting, instrument installation, or enterprise solution delivery.
• Demonstrated experience leading customer-facing professional services, implementation, installation, project-management, or technical consulting teams.
• Proven success delivering complex healthcare technology projects and instrument installations within hospitals, health systems, laboratories, or other regulated healthcare environments.
• Experience managing the financial and operational performance of a professional services portfolio, including revenue, utilization, project margin, cost-to-complete, scope, resource capacity, and forecasting.
• Experience managing the financial and operational performance of a professional services portfolio, including revenue, utilization, project margin, cost-to-complete, scope, resource capacity, and forecasting.
• Proven experience hiring, coaching, developing, and retaining IT professionals, project managers, and technical consultants.
• Experience developing and implementing project governance, capacity-planning processes, portfolio reporting, operating metrics, delivery methodologies, and standard work.
• Demonstrated ability to establish trusted-advisor relationships with senior customer stakeholders and lead escalation management and project recovery efforts.
• Experience leading professional services organizations through growth, operating-model improvement, process transformation, or significant organizational change.
• Strong executive communication, problem-solving, negotiation, and cross-functional leadership skills.

Qualifications

• Master’s degree in business, healthcare administration, information technology, engineering, healthcare informatics, or a related field.
• PMP, PgMP, ITIL, Prosci, Lean, Six Sigma, or another relevant professional certification.