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Director of Professional Services (Healthcare SaaS)

3 days, 12 hours ago
United States
Full-time
Executive
Program Manager
Project and Program Management
Active Directory AWS CRM OpenID Connect SAML
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Symmetrio

Symmetrio

Symmetrio is a top Staffing and Recruiting company in the Philadelphia region, specializing in recruiting qualified full-time candidates, providing staff augmentation services, and offering advisory services to help clients meet their corporate objecti...

Professional Services
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Description

  • Lead and develop the Technology Service Operations function, including support and implementation resources.
  • Own end-to-end technology service delivery across onboarding, integrations, application support, and ongoing operational support.
  • Establish and maintain service frameworks for SLAs, escalation pathways, case management standards, and operational reporting.
  • Oversee secure and repeatable onboarding for healthcare customers, including authentication, identity configuration, and connectivity validation.
  • Monitor service performance metrics, identify operational risks, and drive continuous improvement across tooling, documentation, and workflows.
  • Serve as the senior escalation point for customer technology and service-related issues.
  • Partner with Customer Success and Sales to support account health, renewals, and expansion initiatives.
  • Engage with hospital IT leaders, clinical stakeholders, and executive sponsors as needed.
  • Provide service reviews and operational reporting to internal leadership and customers.
  • Own regional coordination of customer-impacting technology incidents and establish incident response standards and communication protocols.
  • Collaborate with Engineering and Reliability teams to address systemic risks and improve platform resilience.
  • Oversee technical onboarding workflows and reduce time-to-value for customers.
  • Identify recurring onboarding friction points and implement operational or tooling improvements.
  • Ensure customer integrations meet security and compliance expectations.
  • Set role definitions, accountability frameworks, and performance standards while supporting team hiring, onboarding, and development.
  • Align service operations with product development and commercial teams.

Requirements

  • 8–10 years of experience in B2B SaaS service delivery, technical operations, or IT service management.
  • 3–5 years of experience leading customer-facing technical teams.
  • Experience supporting enterprise or healthcare customers in regulated environments.
  • Strong understanding of SaaS onboarding, application support models, incident management, and escalation frameworks.
  • Experience partnering with Engineering and Platform teams to resolve cross-functional technical issues.
  • Familiarity with identity and authentication systems such as SAML/OIDC, Auth0, and Entra ID / Active Directory.
  • Understanding of cloud-based application environments, with AWS preferred.
  • Experience with secure customer connectivity models.
  • Experience defining and monitoring SLAs, KPIs, and operational dashboards.
  • Strong executive-level communication and stakeholder management skills.
  • Experience in healthcare technology environments is advantageous.

Interested in this position?

Apply directly on the company website

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