Senior Director, Service Delivery

About the role

The Senior Director of Professional Delivery will lead the service delivery function for large multispecialty physician groups and IDNs, focusing on between-visit care. This role requires expertise in scaling tech-enabled service delivery models, strong commercial acumen, and a client-facing leadership style.

Responsibilities

• Own end-to-end service delivery operations across internal teams, partners, and client-managed care teams—ensuring performance, quality, and cost efficiency at scale.
• Partner with executive leadership to drive multi-million dollar revenue growth (ARR $50+m), aligning service delivery capabilities with sales strategy, client implementation, expansion, and retention.
• Serve as a senior, client-facing leader—building trust with health systems, practices, and partners to ensure successful program execution and long-term value realization.
• Work cross-functionally with Product, Engineering, and Data teams to design and optimize workflows, tools, and AI-driven interventions that enhance service delivery performance.
• Lead and scale high-performing, cross-functional teams (direct and indirect)—including delivery managers, project managers, interoperability analysts, and technical solutions consultants—fostering a culture of accountability, ownership, and continuous development across distributed operations.
• Define and operationalize KPIs tied to revenue, patient outcomes, and operational efficiency; use data insights to drive continuous improvement and decision-making.
• Create repeatable, scalable playbooks for service delivery excellence—balancing near-term execution with long-term strategic design in a rapidly evolving environment.

Requirements

• Expertise: 10+ years of senior leadership experience in consulting, business process outsourcing (BPO), healthcare operations, population health, care delivery, or similar, including leadership roles with ownership of delivery and financial performance (e.g., P&L ownership, utilization, margin).
• Proven Builder & Scaler: Demonstrated hands-on, roll up your sleeves, and success designing and scaling tech-enabled service delivery models that drive measurable business and clinical outcomes.
• Commercial Orientation: Strong commercial driver mindset with a track record of contributing to or owning multi-million dollar revenue growth, client implementation, expansion, and retention.
• Client-Facing Leadership: Extensive experience working directly with healthcare clients, partners, or stakeholders, and influenced at the C-level and Board of Directors.
• Operational Excellence: Drives execution in ambiguous, fast-paced environments by establishing structure, lean program management, clear plans and KPIs, enforcing accountability, maintaining attention to detail, and ensuring organized, end-to-end delivery of complex enterprise projects.
• Grit Leadership: Thrives in high-pressure, ambiguous environments; demonstrates grit, resilience, and “smart hustle” to navigate challenges and deliver results. Experience building, managing, and developing high-performing delivery teams (managing large teams), including performance management and talent development.
• Growth Mindset & Adaptability: Embodies a growth mindset—continuously learning, iterating, and adapting as business needs evolve in a fast-paced, changing environment.
• Data-Driven & Analytical Operator: Strong analytical skills with experience leveraging data, KPIs, and performance metrics to drive operational decisions and improvements.
• Cross-Functional & Technical Fluency: Experience partnering with Product, Engineering, and Data teams; familiarity with clinical workflows, EHR systems, and digital health platforms.

Benefits

• Medical, dental, and vision coverage for employees and dependents at a nominal cost.
• Paid Time Off: Starting at 12 accrued vacation days/year, up to 9 accrued sick days/year, 12 holidays, and 2 give-back days.
• HSA and FSA account options.
• 401(k) Eligibility after 6 months of full-time employment; company matches 100% of the first 3% you contribute and 50% of the next 2% you contribute.