Director - Account Delivery

The Opportunity 

Providence India is dedicated to digitally enabling our vision of "Health for a Better World." The External Services team collaborates with peer health systems in the U.S. to help them achieve their digital transformation goals while enhancing operational efficiency and predictability. 

The account delivery leadership is responsible for understanding Providence India's growth story and offerings and leveraging those to driving customer growth discussions and managing both current and future account needs. This includes ensuring excellence in delivery and people management in a global context. Previous experience in a digital transformation or delivery role within the healthcare provider ecosystem will be beneficial for success in this role. 

The primary focus of this role is to build a strong partnership with client sponsors and internal Providence delivery teams. Working with a small but highly skilled team, the account leader will dedicate time to understanding the client’s key priorities, value drivers, optimization requirements, and technological and operational challenges. They will collaborate closely with presales and delivery teams to drive account growth and success. 

Key Responsibilites 

Strategic: 

• Partnership with the client’s leadership team to understand their digital transformation, efficiency, service delivery goals and mapping the Providence success stories to develop a prioritized multi-year roadmap would be the primary role of this individual 

• Partner with Providence-India leadership to build focused GiC teams for our clients while integrating best-in class, automated, centralized, governed, and reliable, cloud first, enterprise delivery platform that delivers customer value and efficiency   

• Define and implement policies, processes, and procedures for the governance and management of overall client delivery 

• Build and maintain strategic partnerships with external relevant partners to advance External Services’ capabilities and leadership position in healthcare and technology 

• Anticipate changing demands from the client’s organization and business environment and creatively realign delivery and presales objectives as needed to align with client’s organizational strategic objectives 

Leadership: 

• Promote and foster an organizational culture that is innovative, agile, flexible, and aligned to the mission and values of the organization 

• Account farming leadership, focusing on expanding and deepening relationships with existing clients, identifying new opportunities for growth, and ensuring long-term value delivery by understanding evolving customer needs and aligning Providence India’s offerings to meet them 

• Collaborate with the presales team to create compelling proposals, respond to RFPs, and drive the bidding process, ensuring that all solutions are tailored to client needs and aligned with Providence India’s strategic goals 

• Drive efficiencies continuously through account leadership and delivery excellence (partnering with delivery teams) 

• Ensure security, privacy and compliance policies are well adhered to across the teams 

• Manage performance with respect to budget, objectives, and customer expectations as required to meet operational, quality, and mission goals 

• Develop and provide guidance for negotiations with preferred information technology vendor contracts.  Manage key vendor and partner relationships. 

Leadership Characteristics 

• Collaboration and Influence: The executive must be able to build strong and enduring relationships across the organization and facilitate collaborations, transparent communications, and alignment between diverse constituents. S/he must have the ability to move seamlessly between various stakeholders, gaining support for key initiatives.  

• Driving Results: Knows how to get things done in the organization; successfully mobilizes people, processes, culture and technology. Effectively navigates relationships and organizational politics within a matrixed organization. 
• Inspirational Leader: Demonstrates emotionally intelligent leadership and interactions. Courageously communicates and inspires an ever evolving and changing organization. Is action-oriented; consciously and effectively urges others toward the goal. 
• People Focused: Clearly sets direction and expectations for direct reports and holds them accountable for results. Provides feedback and coaching to both good-performers and under-performers. Conscientiously builds a diverse talent pipeline of highly capable caregivers. Demonstrates the value of diversity and inclusion in leadership efforts.  
• Thought Leader: Knowledgeable about current business and healthcare practices. Capable of critical operational and financial analytics. Leverages best business practices to solve problems. Leverages strategies that grow and develop the organization. Stays on top of emerging business and healthcare trends. Thinks innovatively and facilitates creativity in others. Is mentally agile; “thinks well on their feet.” Introduces break - through thinking, enabling new mental models to emerge. 

Professional Experience/Qualifications 

• Bachelor’s in Engineering / MBA  

• 15 plus years of experience in technology and engineering with delivery and account leadership, managing accounts/ deliveries of over $20m+ 

• Experience working in a healthcare provider ecosystem, leading technical and transformation delivery is required 

• Global delivery expertise and maturity to handle regional and global stakeholders across the hierarchy   

• Experience in incubating, creating and successfully executing strategic plans with an ability to interact, influence and communicate at all levels of an organization  

• Detailed oriented leader with a customer delivery project management mindset and the ability to see the big picture and think strategically combined with a deep understanding of day-to-day operations. 

• Strong communicator with high emotional intelligence, that builds relationships and trust and collaborates with all the stakeholders