The Service Director is responsible for the strategy, oversight, and management of the delivery of EHR application support services at Impact Advisors. This person will lead our Quality Center of Excellence, oversee reporting and metrics, develop our tech-forward strategy, and ensure adherence to IT Service Management (ITSM) best practices and SLAs while driving continuous improvement in service quality.
Key Responsibilities:Service Delivery Management & Reporting- Oversee the end-to-end delivery of IT services to clients, ensuring SLAs (Service Level Agreements), OLAs (Operational Level Agreements), and KPIs (Key Performance Indicators) are consistently met or exceeded across all clients
- Work with engagement leaders to understand client reporting requirements
- Monitor and audit processes to ensure compliance with internal and external standards.
- Direct developers on the development and maintenance of reports for internal purposes and client presentations
- Report Service Delivery trends regularly to AMS leaders and managers for follow up, training, and communication
- Participate in onboarding new clients and advise on best practices for ITIL and workflows balancing firm and client interests
- Lead or collaborate on the development of new service offerings as they integrate with service delivery management
Quality Center of Excellence- In partnership with AMS Leaders, develop and operate an industry leading quality management framework to monitor and improve service delivery across multiple clients.
- Conduct root cause analysis (RCA) for major incidents and recurring issues, driving corrective actions and preventive measures.
- Lead continuous service improvement initiatives to enhance service quality and client satisfaction.
- Gather feedback through surveys, meetings, and other channels to identify areas for improvement.
- Drive the adoption of technology, automation, and other best practices to improve service efficiency and reduce manual intervention.
Client Relationship & Communication- Support engagement leaders in conducting regular service review meetings with clients to discuss performance, improvements, and future service needs.
- Provide timely and transparent communication on service status, incidents, and planned changes.
- Prepare and present service performance reports, highlighting trends, risks, and opportunities for improvement.
- Manage client expectations and ensure alignment between service delivery and business objectives.
Team Leadership & Collaboration- Lead and mentor a team of engagement leaders and service delivery professionals, fostering a culture of accountability and continuous learning.
- Collaborate with business development and engagement leaders to identify opportunities for service expansion and upselling.
- Coordinate with external vendors and partners to ensure seamless integration and delivery of services.
- Promote a customer-first mindset across the organization, emphasizing the importance of quality and service excellence.
Qualifications:Education & Experience- Bachelor's degree in Information Technology, Business Administration, or a related field (Master's degree preferred).
- 7+ years of experience in IT Service Management or Service Delivery, preferably within a Managed Service Provider (MSP) or IT outsourcing environment.
- Proven experience managing client relationships and delivering IT services aligned with ITIL best practices for large organizations.
Skills & Competencies- Strong knowledge of ITIL frameworks (ITIL 4 certification preferred).
- Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, or similar).
- Strong Technology and platform integration skills (AI, chatbots, automation tools, Microsoft Co pilot)
- Strong reporting skills, (Power BI or similar business intelligence tools)
- Excellent problem-solving, analytical, and decision-making skills.
- Exceptional communication and interpersonal skills, with the ability to manage client relationships and lead cross-functional teams.
- Strong project management skills, with the ability to handle multiple priorities and deadlines.
- Experience with quality management frameworks (e.g., ISO 9001), process improvement (Lean Six Sigma), etc
Key Performance Indicators (KPIs)- SLA and OLA compliance rates
- Customer satisfaction (CSAT) and Net Promoter Score (NPS)
- Incident resolution and change implementation times
- Quality audit scores and process compliance rates
- Implementation of technical innovations to improve quality or efficiency
For salaried positions, this role may also be eligible for an annual performance bonus. Additional benefits and perks may also be available, depending on the position and employment terms. This range reflects consideration of several factors, including skills, experience, training, certifications, and organizational needs.
