Engagement Manager

InterSystems•Boston, MA

6d•$144,000 - $205,000

About The Position

We are seeking an experienced Engagement Manager to lead managed services engagements for healthcare organizations leveraging InterSystems technologies, including IRIS, IRIS for Health, HealthShare, IntelliCare, TrakCare, and related interoperability platforms. This role is responsible for ensuring the overall success of complex, mission-critical environments that support clinical, operational, and data exchange workflows across hospitals, health systems, and payer organizations. As the primary point of accountability, you will own the end-to-end managed services client experience — from onboarding through steady-state operations, renewal, and growth. You will operate at the executive level, building trusted relationships with CIOs, CMIOs, and operational leaders while coordinating cross-functional teams across delivery, engineering, cloud, and support organizations. Your focus will be to ensure reliable service delivery, regulatory compliance, and alignment between contractual commitments and real-world healthcare outcomes. This is not a project management role. It is a strategic ownership role that combines relationship leadership, commercial accountability, operational oversight, and risk management. You will play a critical part in maintaining the stability and performance of platforms that directly impact patient care, data interoperability, and business continuity. Success in this role requires deep experience in enterprise healthcare IT environments, strong financial and service management skills, and the ability to navigate complex stakeholder landscapes while driving measurable client value.

Requirements

7+ years of experience in enterprise client-facing roles (Managed Services, SaaS, Healthcare IT, Consulting, or Cloud operations)
Demonstrated experience supporting InterSystems healthcare platforms (IRIS for Health, HealthShare, IntelliCare, and/or TrakCare)
Experience managing executive relationships within healthcare organizations
Strong financial acumen with the ability to manage service margins
Experience coordinating cross-functional teams across Product, Eng, Ops, and Clinical stakeholders
Experience with healthcare interoperability standards (HL7 v2, FHIR, CDA, DICOM)
Background supporting EHR ecosystems and clinical systems
Experience in regulated environments with HIPAA or equivalent compliance requirements
Familiarity with cloud-hosted healthcare platforms and hybrid infrastructure
ITIL or similar service management framework certification
Experience with subscription-based or managed services commercial models
Bachelor’s or Master’s degree in Computer Science, Engineering or related technical field

Responsibilities

Own the full managed services lifecycle for healthcare clients using InterSystems platforms: onboarding, adoption, optimization, steady-state operations, renewal, and expansion
Ensure successful transition from implementation or sales to operational support with clear scope, service definitions, and readiness criteria
Establish governance structures tailored to healthcare organizations, including operational reviews, executive business reviews, and regulatory reporting requirements
Maintain documented success plans aligned to clinical, operational, and interoperability objectives
Lead complex discussions including service performance, scope changes, incident impacts, and contract alignment
Own financial performance of healthcare managed services engagements
Monitor service consumption relative to contract scope and platform usage
Identify opportunities for optimization, expansion, and renewal across InterSystems solutions
Partner with Sales on account strategy and long-term growth
Ensure services remain aligned to contracted scope while supporting healthcare operations
Coordinate with Managed Services teams supporting InterSystems environments (cloud, database, interoperability engines, infrastructure, security)
Ensure service delivery meets SLAs for highly available clinical systems
Partner with Product/Engineering teams on escalations, upgrades, patches, and roadmap alignment
Oversee incident management for mission-critical healthcare applications
Escalate systemic risks affecting availability, performance, or data integrity
Monitor client health metrics, adoption indicators, and satisfaction levels
Lead executive communications following major incidents or outages impacting clinical workflows
Drive continuous improvement of onboarding, operational processes, and service delivery models
Capture feedback to inform product evolution and service enhancements
Maintain comprehensive engagement documentation and governance artifacts
Ensure compliance with healthcare regulations and data protection requirements (e.g., HIPAA)
Identify operational, security, or commercial risks early and drive mitigation plans