Service Delivery Analyst Director

Role overview

Lead a service delivery organization supporting healthcare clients’ Epic applications, while remaining hands-on as a senior practitioner. You will set direction for analysts and their leaders, strengthen consistent delivery, and build development paths that help technical staff grow into broader consulting and leadership roles.

Responsibilities

- Lead, coach, and hold analysts, supervisors, and managers accountable for dependable, scalable delivery; support newer managers in building effective teams. - Recruit, onboard, and retain talent, and make staffing, workload, utilization, and allocation decisions that balance client needs and staff development. - Contribute hands-on expertise across Epic applications such as Cadence, Prelude, Ambulatory, and MyChart to guide complex work. - Create career development pathways, manage certification tracking and training budgets, and help teams build cross-application skills. - Establish operating rhythms to track workload, capacity, risks, and delivery; work across functions on strategy, dependencies, proposals, and transitions into delivery.

Requirements

- At least eight years of relevant experience, including four or more years leading teams or functional work. - Active Epic certification, ideally in Cadence, Prelude, Ambulatory, or MyChart, backed by practical build or application experience. - Experience leading Epic analysts and the supervisors or managers who support them, including recruiting, developing, and retaining staff. - Strong hands-on Epic knowledge and the ability to guide teams through ambiguous, complex problems. - Ability to own service delivery strategy and outcomes, communicate with executives, collaborate across functions, and make sound staffing and performance decisions. - Genuine interest in developing people and comfort giving and receiving direct feedback.

Nice to have

- Prior experience working at Epic or in a leadership role at a healthcare technology services organization.

Benefits and work setup

- Full-time, remote role for candidates located in the United States who are authorized to work without sponsorship and have reliable internet access. - Expected annual compensation is $162,500–$211,250; new hires typically start between $162,500 and $195,000, depending on experience and internal equity. - Benefits include medical, dental, and vision coverage, paid time off, a 401(k), parental leave, and career development support.