Impact Advisors, LLC is a nationally recognized healthcare management consulting firm delivering Best in KLAS advisory, implementation, and optimization services. We are driven by a commitment to exceed client expectations and are proud to be a trusted partner to many of the nation's leading healthcare organizations. Our mission to drive patient-centered, value-driven outcomes has earned us prestigious industry accolades. To learn more about us, visit www.impact-advisors.com

Job Summary
The Application Managed Services Director is responsible for the strategy, oversight, and management of the delivery of EHR application support services at Impact Advisors. This person will lead our Quality Center of Excellence, oversee reporting and metrics, develop our tech-forward strategy, and ensure adherence to IT Service Management (ITSM) best practices and SLAs while driving continuous improvement in service quality.

Key Responsibilities
Service Delivery Management & Reporting

• Oversee the end-to-end delivery of IT services to clients, ensuring SLAs (Service Level Agreements), OLAs (Operational Level Agreements), and KPIs (Key Performance Indicators) are consistently met or exceeded across all clients.
• Work with engagement leaders to understand client reporting requirements.
• Monitor and audit processes to ensure compliance with internal and external standards.
• Direct developers on the development and maintenance of reports for internal purposes and client presentations.
• Report Service Delivery trends regularly to AMS leaders and managers for follow up, training, and communication.
• Participate in onboarding new clients and advise on best practices for ITIL and workflows balancing firm and client interests.
• Lead or collaborate on the development of new service offerings as they integrate with service delivery management.

Quality Center of Excellence

• In partnership with AMS Leaders, develop and operate an industry leading quality management framework to monitor and improve service delivery across multiple clients.
• Conduct root cause analysis (RCA) for major incidents and recurring issues, driving corrective actions and preventive measures.
• Lead continuous service improvement initiatives to enhance service quality and client satisfaction.
• Gather feedback through surveys, meetings, and other channels to identify areas for improvement.

• Drive the adoption of technology, automation, and other best practices to improve service efficiency and reduce manual intervention.

Client Relationship & Communication

• Support engagement leaders in conducting regular service review meetings with clients to discuss performance, improvements, and future service needs.
• Provide timely and transparent communication on service status, incidents, and planned changes.
• Prepare and present service performance reports, highlighting trends, risks, and opportunities for improvement.
• Manage client expectations and ensure alignment between service delivery and business objectives.

Team Leadership & Collaboration

• Lead and mentor a team of engagement leaders and service delivery professionals, fostering a culture of accountability and continuous learning.
• Collaborate with business development and engagement leaders to identify opportunities for service expansion and upselling.
• Coordinate with external vendors and partners to ensure seamless integration and delivery of services.
• Promote a customer-first mindset across the organization, emphasizing the importance of quality and service excellence.

Qualifications
Education & Experience

• Bachelor’s degree in Information Technology, Business Administration, or a related field (Master’s degree preferred).
• 7+ years of experience in healthcare IT Service Management or Service Delivery, preferably within a Managed Service Provider (MSP) or IT outsourcing environment.
• Proven experience managing client relationships and delivering IT services aligned with ITIL best practices for large organizations.

Skills & Competencies

• Strong knowledge of healthcare IT and EMR systems (Epic, Oracle Health, etc.).
• Strong knowledge of ITIL frameworks (ITIL 4 certification preferred).
• Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, or similar) as it relates to running AMS teams and large service teams.
• Strong Technology and platform integration skills (AI, chatbots, automation tools, Microsoft Copilot) as it relates to running AMS teams and large service teams.
• Strong reporting skills, (Power BI or similar business intelligence tools) as it relates to running AMS teams and large service teams.
• Excellent problem-solving, analytical, and decision-making skills.
• Exceptional communication and interpersonal skills, with the ability to manage client relationships and lead cross-functional teams.
• Strong project management skills, with the ability to handle multiple priorities and deadlines.
• Experience with quality management frameworks (e.g., ISO 9001), process improvement (Lean Six Sigma), etc.

Key Performance Indicators (KPIs)

• SLA and OLA compliance rates
• Customer satisfaction (CSAT) and Net Promoter Score (NPS)
• Incident resolution and change implementation times
• Quality audit scores and process compliance rates
• Implementation of technical innovations to improve quality or efficiency

Additional Information

• Ability to travel as needed.
• Work schedule is typically M-F.
• This role reports to the Managed Services VP.

At Impact Advisors, we prioritize transparency and equity in our compensation practices. This role has a salary range of $150,000 - $190,000 and may also be eligible for an annual bonus. This range accounts for various factors, including skills, experience, training, certifications, and organizational needs.

For salaried positions, this role may also be eligible for an annual performance bonus. Additional benefits and perks may also be available, depending on the position and employment terms. This range reflects consideration of several factors, including skills, experience, training, certifications, and organizational needs.

Our People and Culture

At Impact Advisors, we cultivate a caring, fun, honest, and autonomous work environment. Our success stems from our associates' dedication and a shared mission to create a “Positive Impact.” We embrace diversity and inclusion, fostering an environment where all employees feel valued and empowered.

Join Impact Advisors and make a real difference in healthcare.