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
The Service 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 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 ITIL frameworks (ITIL 4 certification preferred).
Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, or similar).
Strong Technology and platform integration skills (AI, chatbots, automation tools, Microsoft Co pilot)
Strong reporting skills, (Power BI or similar business intelligence tools)
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
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.