• Direct Team Management: Lead, mentor, and develop a team of IT service professionals focused on maintaining Cadwell software in complex hospital IT ecosystems, including Windows Server, SQL databases, application virtualization, and networking. • Escalation: Act as a primary escalation point for complex issues, ensuring rapid resolution and system recovery. • Project Oversight: Act as the technical oversight for service delivery projects (upgrades and migrations), managing timelines and resources to ensure they are completed on time and with technical precision. • Workflow Optimization: Partner with Product Specialists to translate root-cause data into improved deployment protocols for service and implementation teams. • Contractual Excellence: Manage the Account Managers as a service delivery arm; ensure they are proactively delivering on Service Contract line items (e.g., proactive system audits, software roadmap reviews, and site visits). • Customer Advocacy: Ensure Account Managers are deeply embedded in the technical status of their accounts, acting as the "voice of the customer" to the Support and Product Specialists. • Retention through Service: Drive service contract renewals by demonstrating the tangible value and uptime provided by the Service Delivery team. • Drive improvements in customer satisfaction, first-time fix rates, and team efficiency. • Provide product performance feedback to help inform future design improvements. • Represent IT Service Delivery at leadership meetings, collaborating to align goals and optimize service delivery operations. • Manage the team’s annual expense budget to support the company's financial objectives.