Director - Program Delivery

Overview:

- The Program Realization Office (PRO) Lead is a strategic role responsible for overseeing project management, service delivery, transformation initiatives, and operational excellence in the US healthcare domain.

- This role focuses on ensuring successful execution of programs, alignment with organizational objectives, and seamless delivery of services and technology solutions in compliance with healthcare regulations.

- The PRO Lead will work closely with cross-functional teams to deliver high-impact outcomes while driving efficiency and innovation across programs.

Key Responsibilities:

- Oversee the planning, execution, and delivery of projects and programs within the healthcare domain.

- Ensure alignment with organizational goals, regulatory requirements, and client expectations.

- Develop and manage program roadmaps, timelines, budgets, and resource plans.

- Monitor and manage program risks, issues, and dependencies, ensuring timely resolution and escalation as needed.

- Implement and manage service delivery frameworks to ensure high-quality support and operations for clients.

- Oversee adherence to service level agreements (SLAs) and key performance indicators (KPIs).

- Drive continuous improvement initiatives to enhance service delivery efficiency and effectiveness.

- Collaborate with clients and internal teams to ensure alignment on service expectations and deliverables.

- Lead transformation initiatives focused on operational excellence, digital adoption, and process optimization.

- Drive innovation by integrating emerging technologies such as AI, automation, and analytics into healthcare operations.

- Support legacy system modernization efforts and migration to modern platforms.

- Serve as the primary point of contact for clients and key stakeholders, ensuring transparency and effective communication.

- Build strong relationships with healthcare providers, payers, and internal teams to align on priorities and objectives.

- Collaborate with business leaders to identify opportunities for new programs or service enhancements.

- Establish and manage governance frameworks to ensure accountability and compliance across projects and programs.

- Provide regular reports and updates to leadership on program performance, risks, and opportunities.

- Track and report on financial performance, resource utilization, and program outcomes.

- Build, mentor, and lead a high-performing team of project managers, service delivery managers, and transformation specialists.

- Define team roles and responsibilities, ensuring alignment with program and organizational goals.

- Foster a culture of collaboration, innovation, and accountability across teams.

- Ensure that all programs adhere to healthcare regulations such as HIPAA, HITECH, and CMS guidelines.

- Identify and mitigate risks related to program execution, service delivery, and compliance.

- Maintain robust processes for data security, privacy, and governance in all program activities.

Experiences Required:

- Education: Bachelor's or master's degree in healthcare management, business administration, computer science, or a related field.

- 15+ years of experience in program management, service delivery, or transformation initiatives within the US healthcare domain.

- Proven track record in managing large-scale, complex programs with multiple stakeholders.

- Deep understanding of healthcare industry dynamics, including provider, payer, and regulatory environments.

- Expertise in project management frameworks (e.g., Agile, Waterfall) and tools (e.g., MS Project, JIRA).

- Strong knowledge of service management frameworks (e.g., ITIL) and operational excellence methodologies.

- Familiarity with healthcare technologies, including EHR/EMR systems, RCM, and analytics platforms.

Preferred Skills:

- Certifications such as PMP, ITIL, Lean Six Sigma, or SAFe Agile.

- Knowledge of healthcare interoperability standards (e.g., HL7, FHIR) and compliance frameworks.

- Experience with digital transformation and technology implementation in healthcare.