IT Service Delivery Lead - Remote
About The Position
Optum Insight is improving the flow of health data and information to create a more connected healthcare system. The IT Service Delivery Lead for MPP Northern Light Health consults with business users, clinical leaders, and technology specialists to define business processes and the information systems that support them. The role leads the design, implementation, and continuous improvement of IT service delivery processes; oversees data integration and application portfolio management; supports AI governance; and helps ensure 24/7 availability of systems supporting patient care. Working with clinical and non-clinical stakeholders, the lead translates healthcare provider challenges into cost-effective, scalable technology solutions intended to improve clinical workflows, operational efficiency, and patient outcomes. The role also oversees incident management, supports security and compliance activities, sponsors IT projects, manages vendor performance, and evaluates service performance metrics. The position is remote from anywhere in the U.S. However, hires in the Minneapolis or Washington, D.C. area must work in the office at least four days per week. Remote employees must adhere to UnitedHealth Group’s Telecommuter Policy. The role requires travel at least once a year; the posting lists travel as “10%25.”
Requirements
- High school diploma.
- At least 7 years of experience in business systems analysis or IT service delivery management, managing IT service delivery teams.
- At least 3 years of experience in a healthcare IT environment managing large-scale healthcare IT projects.
- At least 3 years of experience with healthcare IT systems, including Electronic Medical Records (EMR), Health Information Systems (HIS), or medical devices.
- At least 3 years of experience with healthcare regulations, including HIPAA and HITECH, and industry best practices for patient data security and privacy.
- At least 3 years of experience managing or supporting ITIL, IT incident management, or other service management frameworks.
- Ability to travel at least once a year; the posting lists travel as “10%25.”
- Remote employees must adhere to UnitedHealth Group’s Telecommuter Policy.
- Candidates must pass a drug test before beginning employment.
Nice To Haves
- Track record of guiding technology adoption, user training, and change management across clinical and non-clinical departments.
- Experience supporting or establishing AI/ML technology governance, predictive analytics, or automated clinical workflows.
- Excellent communication and interpersonal skills, including the ability to work effectively with clinical and non-clinical staff and external vendors.
- Problem-solving mindset focused on continuous improvement.
Responsibilities
- Lead the design, implementation, and continuous improvement of IT service delivery processes, ensuring alignment with healthcare standards and operational goals.
- Serve as a point of contact between technology service teams and healthcare stakeholders, including physicians, nurses, administrators, and external vendors.
- Drive data integration initiatives, application portfolio management, and AI governance frameworks to support system cohesiveness, data security, and ethical compliance.
- Oversee incident management in a 24/7 healthcare environment, addressing critical IT issues such as EMR downtime or network failures while minimizing disruption to patient care.
- Participate in root cause analysis for recurring technical issues and identify opportunities for process improvement, automation, and long-term system stability.
- Partner with healthcare compliance, security, and clinical leadership on risk assessments, security updates, and audits to maintain patient privacy and regulatory compliance.
- Sponsor and guide IT service delivery projects, supporting timely and on-budget execution, technology adoption, user training, and change management.
- Manage third-party IT vendor performance and collaborate with supply chain teams on procurement, licensing renewals, and contract and SLA compliance.
- Maintain and evaluate service performance reporting, including resolution times, system uptime, and SLA metrics, to drive continuous improvement in IT service quality.
Benefits
- Comprehensive benefits package, subject to eligibility requirements.
- Incentive and recognition programs.
- Equity stock purchase.
- 401(k) contribution, subject to eligibility requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
