Delivery Lead Job Frisco area,Texas USA,IT/Tech

Job Summary

Lead day-to-day application support operations (L2/L3) across multiple healthcare domains including clinical systems (Acute EHR, ambulatory EMR, nursing, emergency, etc.), clinical ancillary systems (pharmacy, radiology, laboratory, etc.), population health, and enterprise applications.

Key Responsibilities

Service delivery & operations management.

Incident, problem & change management: oversee ITIL processes (incident/request management, problem management, change management) and ensure SLA/KPI compliance.

Applications & domain ownership: provide oversight across multiple areas of hospital operations.

Vendor & stakeholder management: coordinate with third‑party support providers, conduct service review meetings and reporting, engage with clinical leaders, operations, and compliance teams.

Team leadership & people management: lead and manage support teams (L2/L3 engineers, SMEs).

Compliance & risk management.

Continuous improvement & transformation: identify service optimization opportunities for AI‑driven automation, AI/analytics‑driven support.

Status reporting and stakeholder management.

Required Qualifications

10+ years of experience in the healthcare provider domain with strong understanding of hospital operations, clinical workflows, and regulated healthcare environments.
10+ years of experience in application support, project management, IT operations or healthcare IT service delivery.
Minimum 7+ years of expertise in managing incident, problem, and change management aligned with ITIL best practices.
Minimum 7+ years of experience supporting COTS healthcare applications and managing multi‑vendor ecosystems.
Strong analytical, troubleshooting, and communication skills with the ability to manage resolution of complex L2/L3 issues.
Familiarity with HIPAA, healthcare data governance, and security/privacy compliance requirements.
Experience coordinating patching, upgrades, release cycles, and multi‑environment deployments.
Leadership & soft skills: strong stakeholder management, excellent communication and presentation skills.