Job description
Job Summary
The Director, Service and Delivery is responsible for leading Service Enablement, a multi-function connector organization that prepares Services to implement, support, and scale product releases across regions. This role owns Services release readiness and leads Release Readiness, Manufacturing, SRE, Technical Writing, Technical Training, and related enabling-technology work, partnering with Implementation, Support, Product, and Development so documentation, training, tooling, and operational readiness are in place before customer availability.
Essential Duties and Responsibilities
Own the program that confirms Services organizational readiness for each release, coordinating work across Implementation, Support, Product, and Development.
Ensure every release has a documented readiness review with Services sign-off before customer availability.
Lead, coach, and develop the Release Readiness, Manufacturing, SRE, Technical Writing, and Technical Training teams, including priorities, owners, staffing plans, performance management, and hiring.
Secure capacity and timing from regional implementation and support leaders when enablement work draws on resources outside the department.
Ensure technical documentation and training are complete, accurate, and available on schedule for releases and product transitions.
Partner with Product on customer needs during end-of-life periods, including documented specifications and contract language for exceptions.
Oversee enabling technologies such as SRE tooling and Jira Service Management so stakeholder needs are incorporated into solutions.
Work with Strategic Account teams to turn customer and escalation insights into readiness improvements.
Align readiness plans with business priorities and represent Service Enablement in Services leadership forums.
Manage planning, budgeting, and vendor or contractor needs for assigned enablement functions.
PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.
Job requirements
Minimum Qualifications, Education and Experience
Bachelor's degree in a technical or business field, or equivalent professional experience (required).
10+ years of experience in software or healthcare technology services (required).
5+ years leading managers or multi-function teams (required).
Proven program management across release readiness, implementation, support, or operations (required).
Experience leading technical documentation, training, or customer enablement functions (required).
Ability to lead through influence across teams that do not report directly (required).
Strong planning, budgeting, and vendor or contractor management skills (required).
Clear written and verbal communication with executives, customers, and technical staff (required).
Preferred: Networking expertise relevant to Services and Development environments.
Preferred: Familiarity with medical imaging, radiology, or clinical software, including on-premise and hosted deployments.
Preferred: Experience with site reliability engineering and remote support models.
Preferred: Experience managing hardware lifecycle, manufacturing handoffs, or end-of-life transitions.
Quality Standards
Communicates, cooperates, and consistently functions professionally and harmoniously with all levels of supervision, co-workers, visitors, and vendors.
Demonstrates initiative, personal awareness, professionalism and integrity, and exercises confidentiality in all areas of performance.
Follows all local, regional and country laws concerning employment.
Follows all DeepHealth policies and procedures.
Follows data privacy, compliance, safety and confidentiality standards at all times.
Practices universal safety precautions.
Promotes good public relations on the phone and in person.
Adapts and is willing to learn new tasks, methods, and systems.
Reports to work regularly as scheduled; consistently punctual with respect to working hours, meal and rest breaks, and maintains satisfactory personal attendance in accordance with DeepHealth guidelines.
Completes job responsibilities in a quality and timely manner.
Travel
This position may require occasional travel.
Working Environment
Remote (United States).
Physical Demands
The employee must be able to perform the essential duties and responsibilities of the position, with or without reasonable accommodation.
Salary:
Dependent Upon Experience:
160,000-200,000 USD
Bachelor's degree in technical or business field or equivalent; 10+ years software or healthcare technology services; 5+ years leading managers or multi-function teams; proven program management; experience leading technical documentation, training, or customer enablement; strong planning, budgeting, vendor management; clear communication.
Key Responsibilities
- leading service enablement
- managing release readiness
- coordinating cross-functional teams
Skills & Tools
Jira Service Management, SRE tooling
Job Details
- Category: Project and Program Management
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — United States or Somerville
- Salary: USD 160,000 – 200,000 / year
- Languages: English
About DeepHealth
A healthcare technology company providing medical imaging and clinical software solutions. — Industry: Healthcare