Director, Professional Services & Customer Delivery
About The Position
The Professional Services & Customer Delivery Director provides leadership for the planning, execution, and delivery of customer‑facing IT services. This role leads the Project Management Office (PMO), oversees Agile and Scrum delivery practices, and manages customer engagement through the IT Service Desk and IT Service Management platforms to ensure clinical, operational, and business initiatives are delivered safely, securely, and reliably. The Director works closely with clinical leaders, operations, compliance, and technology teams to deliver measurable value while meeting healthcare regulatory and patient‑safety requirements. This role is accountable for building scalable, high‑quality delivery capabilities that align technology outcomes with customer business objectives. It also balances delivery excellence with customer satisfaction, financial stewardship, and the ongoing development of the workforce.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred).
- 10+ years of experience in IT delivery or professional services, with at least 3 years in a leadership role.
- PMP certification required.
- Excellent communication, leadership, and project management skills.
- Strong background in PMO leadership, Agile/Scrum delivery, and customer‑facing environments.
Responsibilities
- Establish and lead the enterprise PMO, defining standards, methodologies, tools, and reporting for project and portfolio management.
- Own demand intake, prioritization, capacity planning, and portfolio health reporting.
- Ensure consistent delivery practices across Waterfall, Agile, and hybrid delivery models.
- Oversee Agile delivery practices, including Scrum and Kanban frameworks, across professional services teams.
- Lead and mentor Scrum Masters, Project Managers, and Delivery Leads.
- Ensure sprint cadence, backlog management, and delivery metrics are consistently applied and measured.
- Serve as a senior escalation point for client delivery concerns and risk management.
- Build trusted relationships with customer to ensure alignment on scope, timelines, and outcomes.
- Own professional services delivery KPIs including utilization, margin, on‑time delivery, and customer satisfaction.
- Drive continuous improvement initiatives to increase delivery efficiency and customer value.
Benefits
- A Zero-Deductible Health Plan
- Dental and vision insurance
- Generous Paid Time Off
- Tuition Assistance
- Retirement Savings Match
- A Robust Employee Assistance Program to help with many aspects of emotional wellbeing
- Membership to Healthy U: An Incentive-Based Wellness Program
- health savings account
- flexible spending account for childcare
- life insurance
- short-term and long-term disability
- professional development
- discounts to on-campus dining
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What This Job Offers
Job Type
Full-time
Career Level
Director
