Vice President, Global Delivery & Client Support

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...