Director - Delivery Excellence

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 US to help them achieve their digital transformation goals while enhancing operational efficiency and predictability.

The Delivery Excellence Director is responsible for defining and implementing a comprehensive Delivery Excellence Strategy & Governance framework for healthcare provider clients across all the services life cycle process stages (Lead to Order, Order to Delivery, Order to Cash). This includes establishing standardized delivery frameworks, methodologies, and playbooks, as well as instituting governance models and mechanisms to review the delivery health, risk, and performance, while embedding patient safety, clinical impact, and provider operational realities into the delivery standards.

The position involves engaging with Account Leadership, client executives and stakeholders on delivery assurance and improvement initiatives, and representing delivery excellence in executive steering committees, audits, and QBRs.

Overall, the goal is to ensure high-quality, compliant, and efficient delivery of healthcare IT services that meet client needs and drive business outcomes.

 Strategic:

• Drive excellence in healthcare IT services such as EHR, clinical and business applications, data analytics, and Cybersecurity,
• Institute governance models, cadence, and review mechanisms for Delivery health, risk, and performance (SLA, SLO, CSAT, etc.).
• Oversee delivery excellence across multiple clients and act as the escalation authority for systemic delivery issues impacting multiple accounts.
• Partner with Account delivery Leadership to foster a culture of continuous improvement, automation (SOPs, Knowledge Management, GenAI), and skill development (Learning paths).
• Govern the implementation of policies, processes, and procedures for the overall client delivery while tracking cost, margin, and utilization outcomes.
• Partner with Account Leadership to anticipate changing demands from the client’s organization and business environment and creatively realign delivery 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
• Collaborate with the Account Delivery teams and pre-sales teams to create compelling delivery process governance and standards collaterals to be leveraged while responding to RFPs aligned with Providence India’s strategic goals
• Drive efficiencies continuously through account leadership and delivery teams
• Ensure security, privacy and compliance policies are well adhered to across the teams
• Develop tools and guidance supporting effective delivery of services, such as service level management.  Manage key vendor partner relationships as required in doing so.

• 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.

• Bachelor’s in engineering / MBA with excellent communication skills
• 18+ years of overall IT experience, with progressive leadership responsibility.
• 5+ years in a delivery excellence, quality, or operations leadership role serving multiple US healthcare provider clients (provider side or services partner).
• Proven experience managing large, complex, multi-vendor, multi-geo delivery environments.
• Executive-level stakeholder management and communication skills.
• Strong analytical, problem-solving, and decision-making capabilities.
• 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 services delivery operations.
• Strong communicator with high emotional intelligence, that builds relationships and trust and collaborates with all stakeholders.
• Demonstrated ability to drive change at scale across organizations and accounts.
• Experience with ITIL, Lean/Six Sigma, Agile, or similar frameworks preferred.
• Relevant certifications (ITIL, PMP, Six Sigma, SAFe, healthcare compliance) are a plus