Program Director

This is a remote position.

Superlanet is seeking an experienced Program Director, Hospital IT Managed Services to lead the delivery of managed IT services across our healthcare client portfolio. This leadership role oversees multiple client engagements, ensures operational excellence and exceptional service delivery, and serves as a trusted advisor to health system executives.

The ideal candidate has a strong background in healthcare IT operations, managed services, and leading cross-functional technical teams within hospital environments. Working closely with Superlanet leadership, this individual will drive client success, optimize service delivery, support team development, and help grow our managed services practice.

Responsibilities

· Lead the delivery of hospital IT managed services across Superlanet's healthcare client portfolio, ensuring operational excellence and exceptional client satisfaction.

· Ensure the quality, efficiency, and consistency of managed IT services delivered across all client engagements.

· Build trusted relationships with CIOs, IT executives, and operational leaders, serving as a strategic advisor for managed services delivery.

· Ensure compliance with service level agreements, monitor key performance indicators, and implement corrective actions when performance expectations are not met.

· Manage the onboarding of new managed services clients in partnership with recruiting, operations, account management, and technical leadership teams.

· Continuously evaluate, develop, and improve service management processes to increase operational efficiency and service quality.

· Partner with Client Success Managers, Account Managers, and Technical Advisors to ensure a high level of client satisfaction and long-term partnership success.

· Provide executive oversight for major healthcare IT initiatives, including Epic implementations, optimization projects, enterprise technology transformations, and operational readiness activities.

· Manage critical client communications related to major incidents, service disruptions, escalations, outages, and executive-level concerns.

· Produce, analyze, and present operational performance reports, identifying trends and recommending service improvements.

· Manage program financials, staffing plans, resource allocation, forecasting, and overall account health.

· Drive issue resolution, risk management, and continuous service improvement across all managed services engagements.

· Identify opportunities to expand existing client relationships through additional managed services, strategic consulting, and technology initiatives.

Requirements

Qualifications

· Bachelor's degree in Information Technology, Healthcare Administration, Business, or a related field (Master's preferred).

· 8+ years of healthcare IT leadership experience.

· 5+ years leading managed services, healthcare IT operations, or enterprise support organizations.

· Experience supporting hospitals, health systems, or academic medical centers.

· Strong knowledge of healthcare technologies, including Epic or other enterprise EHR platforms, infrastructure, cloud services, networking, cybersecurity, endpoint management, and IT operations.

· Proven experience managing multiple client engagements, cross-functional teams, budgets, and executive-level relationships.

· Excellent communication, leadership, organizational, and client relationship management skills.

· PMP, ITIL, or similar leadership certifications are preferred.

Preferred Experience

· Experience supporting multiple health systems simultaneously.

· Epic implementation, optimization, or managed services leadership.

· Strong understanding of ITIL, operational governance, service delivery, and continuous improvement methodologies.

Benefits