Program Manager, Delivery Governance & Operations

ELLKAY, LLC• US,

4d•$135,000 - $155,000•Hybrid

About The Position

The Program Manager, Delivery Governance & Operations is responsible for overseeing the operational framework supporting healthcare SaaS implementations and healthcare data archive programs. This role focuses on improving how implementations are executed across the organization by driving consistency, operational discipline, reporting standards, governance processes, and continuous improvement initiatives. This individual will work cross-functionally with implementation leadership, ePMO, interoperability, customer success, engineering, and executive leadership teams to improve delivery performance, customer experience, and operational scalability. The ideal candidate brings strong healthcare technology experience, executive-level communication skills, a data-driven approach to decision making and operational improvement and demonstrated ability to influence technical and business leaders. Experience implementing Epic systems and supporting healthcare organizations utilizing Epic systems are strongly preferred.

Requirements

Bachelor’s degree in Business, Healthcare Administration, Information Systems, Computer Science, Operations, or related field
5+ years of experience within healthcare SaaS, healthcare IT, interoperability, ePMO, or delivery operations environments
Experience supporting implementation governance, operational improvement, or ePMO initiatives
Experience managing enterprise programs and cross-functional initiatives
Experience working with operational KPIs, portfolio reporting, dashboards, and data analysis
Experience with project and portfolio management tools such as Jira, Smartsheet, Microsoft Project, or similar platforms.
Strong organizational, analytical, and problem-solving skills
Ability to influence stakeholders across all organizational levels and functions.
Strong executive presence and customer-facing communication skills
Data-driven mindset with a focus on continuous improvement
Ability to balance operational detail with broader organizational priorities
Understanding of healthcare interoperability standards including HL7 and FHIR
Familiarity with cloud-based SaaS delivery environments

Nice To Haves

Experience overseeing/executing Epic implementations strongly preferred
Experience working with healthcare organizations utilizing Epic systems strongly preferred
Experience with healthcare data archive solutions or legacy application retirement initiatives
PMP, PgMP, PMI-ACP, Lean Six Sigma, or Agile certification preferred.
Experience supporting operational scaling initiatives within healthcare technology organizations
Knowledge of financial management, budgeting, and portfolio planning practices.

Responsibilities

Establish and maintain implementation governance standards across healthcare SaaS delivery teams
Create scalable frameworks for risk management, escalation management, implementation reporting, resource planning, customer communication, and delivery reviews
Lead essential governance activities including portfolio planning sessions, operational reviews, risk reviews with Delivery, Engineering and Product teams central to the client implementation experience.
Participate in executive-level customer meetings, operational reviews, governance discussions, and escalations
Support governance standards for implementations involving healthcare data archives, legacy application retirement, clinical data migrations, interoperability integrations, and patient data access workflows
Monitor implementation performance across the portfolio to identify trends, risks, bottlenecks, and improvement opportunities
Assist in developing executive dashboards, governance reporting, scorecards, and operational review processes
Identify operational risks and partner with leadership teams on mitigation planning
Present implementation performance, operational metrics, delivery risks, and improvement initiatives in a clear and concise manner
Maintain familiarity with interoperability standards including HL7, FHIR, and CCD/C-CDA workflows
Support implementation governance processes aligned with HIPAA, PHI handling, and healthcare security requirements
Develop and improve operational processes, delivery methodologies, implementation standards, and reporting structures
Partner with leadership teams to improve implementation consistency, predictability, and operational execution
Work closely with ePMO leadership to identify and implement process improvements across implementation and delivery operations
Utilize operational metrics, KPI reporting, customer feedback, and implementation data to drive continuous improvement initiatives
Analyze implementation trends to identify recurring operational challenges and recommend scalable solutions
Support initiatives focused on improving on-time delivery, operational efficiency, customer experience, implementation quality, and resource utilization
Build strong working relationships with healthcare client stakeholders including CIOs, ePMOs, operational leadership, and IT teams
Collaborate with teams supporting EHR platforms including Epic systems, MEDITECH, and Oracle Health
Serve as a trusted operational partner for both internal leadership and customer stakeholders