IT Service Delivery Program Manager, Healthcare

Harbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting edge Cybersecurity, IT, and Cloud Services to a diverse portfolio of clients. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Harbor IT is backed by investment firm Worklyn Partners since 2022 and has built a national platform through acquisition and rapid organic growth. Our mission is to manage our clients’ technology and mitigate their cyber risks, so that they don’t have to. Position Overview: The Healthcare Practice Program Manager owns end-to-end operational performance of Harbor IT 's Healthcare POD: the clients, the 9-person delivery team, the projects, and the service delivery workflows that hold it together. This role directly manages a Solution Architect, 3 Sr. Systems Engineers, 3 Technical Support Specialist IIs, 1 Technical Support Specialist, and 1 Project Manager. The POD-CIO and CSM sit inside the POD but report outside it into CX Leadership — the Program Manager is expected to operate in lockstep with both, especially on clinical escalations and EMR-related incidents, but does not manage them. Organizational Structure: Reports to the Healthcare Practice Director. The POD-CIO owns executive relationships, strategic IT roadmap, and expansion positioning. The CSM owns day-to-day client ops and satisfaction. This role owns POD delivery performance, SLA/KPI attainment, the delivery team, PMO and project outcomes, PSA data integrity,