Vice President, Global Delivery & Client Support

Job description

Vice President, Global Delivery & Client Support Altera Digital Health Overview This is an opportunity to lead and transform a critical function within Altera Digital Health’s CareInMotion business unit. CareInMotion delivers interoperability, data, analytics, and AI solutions to health systems, provider groups, ACOs, health plans, and health information exchanges. We are seeking a Vice President to lead our global professional services, implementation, technical delivery, and client support functions. You will own the end-to-end client journey, from deployment through ongoing support, building a scalable, efficient, and accountable organization capable of serving complex healthcare enterprises. This role has full P&L responsibility, with success measured by profitability, utilization, forecast accuracy, successful implementations, and service performance. Key Responsibilities Lead global professional services, implementation, and technical delivery, establishing consistent methodologies and governance while delivering complex healthcare technology deployments on time and within budget. Develop repeatable, scalable, and increasingly automated delivery models to accelerate implementation and client value. Own global support operations, service performance, and escalations, ensuring clear accountability and adherence to contractual SLAs. Reduce recurring incidents through root-cause analysis, collaboration with Engineering, automation, and AI-assisted diagnostics. Own services and support financials, including revenue, delivery costs, gross margin, utilization, and forecasting. Drive profitability through effective workforce planning, estimating, and scope management. Lead customer implementation and migration programs as clients adopt the next-generation CareIntelligence platform, partnering with Product and Engineering on standardized approaches and playbooks. Build relationships with senior client stakeholders, including CIOs and CTOs, and act as the executive owner for critical delivery issues and escalations. Build and develop a strong global leadership team, establishing clear performance expectations, succession plans, and career development opportunities. Leverage automation and AI across configuration, testing, troubleshooting, and reporting to improve operational efficiency and client satisfaction. Qualifications Experience 15+ years of leadership in enterprise technology services, professional services, implementation, or technical support. 7+ years leading multi-region or global services and support organizations. Direct accountability for services financials, including revenue, budgets, gross margin, utilization, and forecasting. Proven success delivering complex enterprise implementations for health systems, payers, government health programs, or similar organizations. Experience scaling delivery and support functions while improving predictability, efficiency, and profitability. Required healthcare technology experience, ideally in interoperability, EHR integration, clinical data platforms, health information exchanges, population health, or healthcare analytics. Strong understanding of enterprise software deployment, SaaS operations, and cloud-hosted environments. Experience leading geographically distributed teams and managing high-stakes client relationships and executive escalations. Strong financial judgment, operational discipline, and executive communication skills. Preferred Experience Healthcare interoperability, data aggregation, or enterprise healthcare software. Familiarity with HL7 v2, FHIR, SMART on FHIR, and clinical integration architecture. Experience with Microsoft Azure, Databricks, or cloud data and analytics platforms. Leading large-scale migrations from legacy systems to cloud-native platforms. Knowledge of healthcare privacy, security, and regulatory requirements. Building productized services, managed services, or recurring revenue offerings. Applying AI and automation to delivery and support operations. Education Bachelor’s degree in technology, engineering, business, or a related field, or equivalent experience preferred. MBA or advanced technical or business degree preferred. Working Arrangements This is a remote position based in the United States. The role requires a standard work week, with flexibility to accommodate global meetings and urgent business needs across time zones. Travel 20-30% travel required. Why Altera? At Altera Digital Health, you’ll have the opportunity to make a meaningful impact on patient care by empowering healthcare providers with innovative technology. Join a talented, collaborative team committed to innovation and excellence, with a competitive compensation and benefits package in a dynamic, fast-paced environment. Our company complies with all local/state regulations in regard to displaying salary ranges. If required, the salary range(s) are displayed below and are specifically for those potential hires who will perform work in or reside in the location(s) listed, if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data, ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD, technology), for example. Salary Range 140k-180k USD.