Senior Manager, Service Delivery- Medical Imaging

Key Responsibilities 

Mandate & strategic focus 

• Own end-to-end delivery of implementations across an assigned portfolio spanning cloud, on-premises, and hybrid deployments. 

• Set the portfolio's delivery approach — engagement sequencing, resource assignment, and readiness gates — against customer commitments and product availability. 

• Partner across Sales, Support, Engineering, Product, and Customer Success to align scope, handoffs, and escalation paths, and validate effort estimates and staffing feasibility during pre-sales scoping. 

• Shape the implementation methodology, project templates, and readiness criteria the broader Professional Services organization delivers against. 

Performance & outcomes 

• Deliver committed scope on plan across the portfolio, hitting target billable utilization and on-schedule revenue recognition against active statements of work. 

• Enforce delivery discipline on every engagement — approved plan, documented scope, tracked risks, current status, and clean transition to Support — and report portfolio health, schedule adherence, and forecast accuracy. 

• Drive out-of-scope requests to a change order or documented decline, and bring rate, margin, and staffing-mix decisions to the Director with data-backed recommendations. 

Relationships, influence, & judgment 

• Own the customer relationship at the project-sponsor level, leading executive communication on at-risk engagements and escalated issues with speed and urgency. 

• Lead the highest-visibility go-lives directly, ensuring readiness criteria, command-center coverage, and rollback plans are in place before cutover. 

• Act as a trusted advisor to customer leadership on implementation best practices and operational readiness, holding credible technical ground on architecture, integration, and data migration. 

Team building & capability 

• Recruit, develop, and lead a high-performing team of Implementation Project Managers, setting clear expectations, direct feedback, and individual development plans. 

• Assign project managers and supporting resources to engagements based on complexity, product mix, customer profile, and individual capability. 

• Drive enablement and performance practices at the team and individual level, modeling the delivery standard the organization aligns to. 

Other 

• Maintain accurate delivery data in the PSA and CRM platforms so portfolio reporting is reliable without rework, and support ongoing improvement of Professional Services processes, tools, and methodology. 

• Other duties as assigned. 

Core Competencies 

• Drives engagements to closure through ambiguity, competing priorities, and dependencies outside direct control. 

• Holds credible ground in technical discussion covering system architecture, infrastructure, integrations, and data migration. 

• Communicates status, risk, and recovery plans candidly to hospital executives and internal leadership without softening bad news. 

• Coaches project managers on judgment, customer presence, and delivery rigor, raising team capability measurably over time. 

• Makes timely decisions with incomplete information, weighing customer commitment, delivery cost, and precedent. 

• Manages by evidence, maintaining a predictable operating cadence and current data across the portfolio. 

• Reads customer organizations accurately, identifying the real decision makers, the political constraints, and the unstated risks. 

• Holds the line on scope, process, and standards under pressure from customers and internal stakeholders. 

Minimum Qualifications 

• Bachelor's degree, or equivalent professional experience. 

• 7+ years delivering enterprise software or healthcare IT implementation projects in a customer-facing capacity. 

• 3+ years leading people, leading project managers, or serving as a formal delivery lead over a team. 

• Demonstrated ownership of complex, multi-stakeholder implementations at hospitals, health systems, or comparable enterprise environments. 

• Working knowledge of healthcare IT integration concepts, including HL7, interfaces, EHR touch points, and data migration. 

• Experience managing project scope, change orders, and delivery financials against a statement of work. 

• Proficiency with project management and PSA tooling, including planning, forecasting, resource management, and time tracking. 

• Willingness to travel to customer sites, estimated at 50%.

Preferred Qualifications 

• Direct experience with medical imaging systems, specifically PACS, VNA, RIS, enterprise viewers, or modality work list solutions. 

• Experience delivering cloud or SaaS migrations for healthcare customers, including environment provisioning, cutover planning, and validation. 

• Familiarity with DICOM and DICOMweb, and with FHIR-based integration patterns. 

• PMP, PgMP, or equivalent project management certification. 

• Experience building or scaling a delivery methodology inside a growing professional services organization. 

• Prior work in a regulated environment with quality-system or complaint-handling obligations.