Senior Manager, Service Delivery- Medical Imaging

Merge medical imaging solutions, offered by Merative, combine intelligent, scalable imaging workflow tools with deep and broad expertise to help healthcare organizations improve their confidence in patient outcomes and optimize care delivery.

The Senior Manager, Service Delivery owns the implementation portfolio for Merge— the delivery outcomes that portfolio produces and the Implementation Project Managers who execute it. This role carries the portfolio's utilization and revenue mandate, assigns coverage across active engagements, and holds the delivery standard the rest of the organization plans against.

Key Responsibilities

Mandate & strategic focus

Own end-to-end delivery of implementations across an assigned portfolio spanning cloud, on-premises, and hybrid deployments.

Set the portfolio's delivery approach — engagement sequencing, resource assignment, and readiness gates — against customer commitments and product availability.

Partner across Sales, Support, Engineering, Product, and Customer Success to align scope, handoffs, and escalation paths, and validate effort estimates and staffing feasibility during pre-sales scoping.

Shape the implementation methodology , project templates, and readiness criteria the broader Professional Services organization delivers against.

Performance & outcomes

Deliver committed scope on plan across the portfolio, hitting target billable utilization and on-schedule revenue recognition against active statements of work.

Enforce delivery discipline on every engagement — approved plan, documented scope, tracked risks, current status , and clean transition to Support — and report portfolio health, schedule adherence, and forecast accuracy.

Drive out-of-scope requests to a change order or documented decline, and bring rate, margin, and staffing-mix decisions to the Director with data-backed recommendations.

Relationships, influence, & judgment

Own the customer relationship at the project-sponsor level, leading executive communication on at-risk engagements and escalated issues with speed and urgency.

Lead the highest-visibility go-lives directly, ensuring readiness criteria, command-center coverage, and rollback plans are in place before cutover.

Act as a trusted advisor to customer leadership on implementation best practices and operational readiness, holding credible technical ground on architecture, integration, and data migration.

Team building & capability

Recruit, develop, and lead a high-performing team of Implementation Project Managers, setting clear expectations, direct feedback, and individual development plans.

Assign project managers and supporting resources to engagements based on complexity, product mix, customer profile, and individual capability.

Drive enablement and performance practices at the team and individual level, modeling the delivery standard the organization aligns to .

Other

Maintain accurate delivery data in the PSA and CRM platforms so portfolio reporting is reliable without rework, and support ongoing improvement of Professional Services processes, tools, and methodology .

Other duties as assigned.

Core Competencies

Drives engagements to closure through ambiguity, competing priorities, and dependencies outside direct control.

Holds credible ground in technical discussion covering system architecture, infrastructure, integrations, and data migration.

Communicates status, risk, and recovery plans candidly to hospital executives and internal leadership without softening bad news .

Coaches project managers on judgment, customer presence, and delivery rigor, raising team capability measurably over time.

Makes timely decisions with incomplete information, weighing customer commitment, delivery cost, and precedent.

Manages by evidence, maintaining a predictable operating cadence and current data across the portfolio.

Reads customer organizations accurately, identifying the real decision makers, the political constraints, and the unstated risks.

Holds the line on scope, process, and standards under pressure from customers and internal stakeholders.

Minimum Qualifications

Bachelor's degree, or equivalent professional experience.

7+ years delivering enterprise software or healthcare IT implementation projects in a customer-facing capacity.

3+ years leading people, leading project managers, or serving as a formal delivery lead over a team.

Demonstrated ownership of complex, multi-stakeholder implementations at hospitals, health systems, or comparable enterprise environments.

Working knowledge of healthcare IT integration concepts, including HL7, interfaces, EHR touch points, and data migration.

Experience managing project scope, change orders, and delivery financials against a statement of work.

Proficiency with project management and PSA tooling, including planning, forecasting, resource management, and time tracking.

Willingness to travel to customer sites, estimated at 50%.

Preferred Qualifications

Direct experience with medical imaging systems, specifically PACS, VNA, RIS, enterprise viewers, or modality work list solutions.

Experience delivering cloud or SaaS migrations for healthcare customers, including environment provisioning, cutover planning, and validation.

Familiarity with DICOM and DICOMweb , and with FHIR-based integration patterns.

PMP, PgMP , or equivalent project management certification.

Experience building or scaling a delivery methodology inside a growing professional services organization.

Prior work in a regulated environment with quality-system or complaint-handling obligations.

Compensation

The salary range provided in this job posting is intended to reflect the general market value for the position. The actual salary offered may vary based on factors such as the candidate’s experience, qualifications, skills, and the specific requirements of the role. This range may also be subject to change as market conditions evolve. We encourage open communication throughout the interview process to discuss compensation expectations. For base-salary + commission sales roles, the range represents On-Target Earnings.

Min – Max :

$125,600.00 - $188,400.00 (USD)

Benefits

The benefits described represent the current offerings at our organization, however, benefits are subject to change and may vary by location and employment status. We strive to provide a comprehensive benefits package that supports our employees’ health, wellness, and financial goals. Please note that benefits may be discussed in more detail during the hiring process.

Remote first / work from home culture

Flexible vacation to help you rest, recharge, and connect with loved ones

Paid leave benefits

Health, dental, and vision insurance

401k retirement savings plan

Infertility benefits

Tuition reimbursement, life insurance, EAP – and more!

It is the policy of Merative to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Merative will provide reasonable accommodations for qualified individuals with disabilities.

Merative participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees