Managing Director - Healthcare Delivery Center

CTG is seeking an experienced Managing Director to lead our Healthcare Delivery Center.  Reporting to the Vice President of Healthcare, the Managing Director, Healthcare Delivery Center will lead the strategy, design, build-out, and scaling of a modern healthcare delivery center that improves client outcomes, expands delivery capacity, strengthens gross profit performance, and establishes scalable managed services capabilities for healthcare clients.

This leader will establish a differentiated delivery model that combines healthcare industry expertise, standardized methods, technology enablement, AI-driven productivity, scalable talent structures, and managed services operating discipline to deliver services consistently and efficiently across multiple clients.

A core expectation of the role is experience establishing and growing healthcare managed services, ideally with Epic EMR, including Epic upgrade support, Epic application support, Epic deployment and optimization, Nova Note processing and governance, and related operational services. The leader should also understand other leading EMR platforms and how delivery models must adapt across diverse provider environments.

The role is responsible for creating and operationalizing a healthcare delivery center strategy that improves margin performance, embeds measurable outcome-based delivery, develops repeatable commercial and pricing models, strengthens healthcare-specific capabilities, and supports CTG’s ability to deliver Epic and broader EMR services through a scalable managed services model. The Managing Director will work cross-functionally across Client Partners, Solutions Architects, the vendor ecosystem, Technology Service Line leaders, Security teams, the Microsoft Business Line, finance, and executive leadership to build a delivery organization that is scalable, operationally disciplined, commercially relevant, and aligned to the evolving needs of healthcare clients.

Key Responsibilities

1) Delivery Center Strategy & Operating Model

• Define and lead the strategy for building a healthcare-focused delivery center and scalable operating model.
• Design the delivery center structure, governance model, service catalog, performance framework, and operating rhythms.
• Establish a delivery model that combines centralized expertise, standardized methods, and flexible capacity to support multiple healthcare clients at scale.
• Build a phased maturity roadmap that includes foundational services, Epic and broader EMR managed services, operational standardization, automation, AI enablement, and capability expansion.
• Develop a delivery center model that improves execution consistency, supports growth, and enhances the organization’s ability to deliver healthcare-specific services with quality and efficiency.

2) Epic EMR, Managed Services & Application Delivery Leadership

• Establish, operationalize, and grow managed services capabilities for Epic EMR and other leading EMR platforms, with emphasis on durable operating models, service levels, governance, repeatable methods, and scalable staffing structures.
• Lead or support Epic-focused service offerings such as Epic upgrade support, Nova Note processing and prioritization, application support, optimization, testing coordination, training support, release readiness, and ongoing operational governance.
• Bring practical experience deploying, upgrading, optimizing, or supporting Epic in complex hospital and health system environments, including the operational, clinical, revenue cycle, technical, and change-management implications of EMR programs.
• Develop managed services playbooks, staffing models, transition approaches, quality controls, escalation paths, and performance dashboards that enable CTG to deliver Epic and EMR services consistently across clients.
• Partner with sales, solutions, delivery, and vendor partners to translate Epic and EMR delivery capabilities into differentiated, commercially viable managed services offerings.

3) Gross Profit Improvement & Delivery Economics

• Develop and implement strategies to improve gross profit margins across healthcare engagements and service lines.
• Create a delivery economics framework focused on labor mix, utilization, productivity, standardization, reusability, automation, and managed services leverage.
• Drive margin improvement through disciplined scope management, reduced delivery variability, better resource deployment, and operational efficiency.
• Partner with finance and business leaders to improve visibility into margin performance, cost drivers, and profitability by client, offering, and delivery model.
• Establish financial discipline and performance transparency across the delivery center to support sustainable growth and improved delivery economics.

4) Outcome-Based Delivery & Performance Management

• Define and operationalize outcome-based performance metrics across healthcare delivery services, including quality, timeliness, financial performance, productivity, client satisfaction, service levels, and business impact.
• Establish dashboards, scorecards, and governance mechanisms to track promised versus achieved outcomes.
• Build accountability for measurable delivery performance tied to both client value realization and internal financial performance.
• Lead a continuous improvement model that uses delivery, operational, client, and financial data to improve performance over time.
• Ensure performance management is embedded into the operating model and supports both operational excellence and client success.

5) Technology, AI & Delivery Innovation

• Identify and scale technologies, accelerators, AI capabilities, and automation tools that improve efficiency, consistency, responsiveness, and insight generation across delivery operations.
• Embed AI and digital enablement into healthcare delivery workflows in a practical, governed, and value-driven manner, including opportunities to accelerate Epic upgrade, Nova Note, testing, and application support workflows.
• Establish repeatable methods, templates, playbooks, and reusable assets that reduce manual effort and improve consistency across engagements.
• Partner with technology and solutions teams to create a modern digital foundation for delivery operations, workflow orchestration, reporting, and decision support.
• Promote a culture of innovation that advances delivery quality, productivity, and scalability.

6) Leverage Model & Workforce Design

• Design a leverage model in which specialized roles, shared services, and reusable capabilities can support multiple clients without compromising quality, accountability, or healthcare relevance.
• Define role segmentation across delivery leadership, healthcare SMEs, Epic and EMR analysts, specialists, analysts, automation resources, and shared operational functions.
• Build a workforce strategy that balances deep healthcare expertise, comprehensive hospital operations knowledge, EMR delivery expertise, scalable delivery operations, and commercial efficiency.
• Develop talent strategies for recruiting, onboarding, training, and retaining team members with strong healthcare, operational, consulting, Epic, EMR, and technology capabilities.
• Create a delivery workforce model that supports growth, consistency, specialization, and efficient utilization across the portfolio.

7) Commercial Model & Pricing Strategy

• Partner with sales, finance, and solutions leadership to create repeatable commercial and pricing frameworks aligned to delivery value and margin objectives.
• Develop scalable pricing constructs such as managed services pricing, fixed-fee models, capacity-based models, shared-service frameworks, and outcome-linked pricing where appropriate.
• Ensure pricing reflects the efficiency and leverage benefits of the delivery center while maintaining quality, trust, and client-specific relevance.
• Support go-to-market efforts by translating delivery center capabilities into differentiated, healthcare-relevant Epic, EMR, and managed services offerings.
• Help position the healthcare delivery center as a strategic enabler of growth, client value, and competitive differentiation.

8) Healthcare Industry Expertise & Hospital Operations

• Ensure the delivery center is grounded in healthcare-specific knowledge, including provider and payer operating realities, comprehensive hospital operations, workflow complexity, regulatory sensitivity, privacy expectations, and data governance needs.
• Bring practical knowledge of hospital operations across clinical, revenue cycle, patient access, care delivery, ancillary, IT, compliance, and administrative functions, and apply that knowledge to delivery model design and client advisory work.
• Build healthcare-specific methods, templates, training, quality standards, and role profiles that increase credibility and improve execution.
• Serve as a strategic thought partner on healthcare operations transformation, EMR-enabled process improvement, AI-enabled service delivery, and scalable operating models.
• Ensure healthcare domain relevance is embedded into solutions, delivery methods, staffing models, and client engagement approaches.

9) Cross-Functional Collaboration & Ecosystem Alignment

• Partner closely with Client Partners to align delivery center capabilities with account strategy, client priorities, growth opportunities, and long-term relationship objectives.
• Collaborate with Solutions Architects to shape scalable, healthcare-relevant solutions that can be operationalized effectively through the delivery center.
• Work with the vendor ecosystem to identify, activate, and manage strategic technology and service partners that enhance delivery capability, innovation, and speed to value.
• Align with Technology Service Line leaders to ensure healthcare delivery center services are tightly integrated with enterprise technology capabilities, platforms, and delivery standards.
• Coordinate with the Security Team to embed cybersecurity, privacy, compliance, and risk management requirements into delivery methods, tooling, and client solutions.
• Partner with the Microsoft Business Line to incorporate Microsoft-aligned capabilities, cloud, data, AI, security, and workplace solutions into the healthcare delivery center strategy and offerings where appropriate.
• Serve as a unifying leader across business, technology, partner, and delivery functions to ensure the healthcare delivery center is commercially relevant, technically sound, secure, and operationally scalable.
• Establish governance and collaboration mechanisms that enable these functions to work together effectively in support of solution development, delivery performance, innovation, and growth.

10) Leadership & Organizational Alignment

• Lead a cross-functional transformation agenda spanning delivery, solutions, operations, sales, finance, HR, and executive leadership.
• Build alignment around the healthcare delivery center vision, investment priorities, governance model, and expected outcomes.
• Drive adoption of new methods, accountability structures, operating disciplines, and performance expectations.
• Coach and develop leaders who can help build a scalable, healthcare-specific, high-performing delivery organization.
• Foster a culture of accountability, collaboration, client focus, innovation, and continuous improvement.

Success Measures / KPIs

Success in this role will be measured by the leader’s ability to establish and scale a healthcare delivery center that delivers sustained financial, operational, managed services, Epic/EMR, and client-value outcomes, including:

• Measurable improvement in gross profit margin and delivery profitability across healthcare engagements
• Increased resource utilization and a more effective labor mix across teams and accounts
• Adoption of a multi-client leverage model with defined shared-service and specialized-capability structures
• Creation and growth of Epic and broader EMR managed services capabilities, including service catalog, governance, staffing model, delivery playbooks, and measurable service performance
• Deployment and adoption of standardized healthcare delivery methods, playbooks, and reusable assets
• Measurable productivity gains through technology, automation, and AI-enabled delivery
• Achievement of defined client outcome metrics, service levels, and business-impact measures
• Improvement in on-time delivery, quality performance, and operational consistency
• Increased client satisfaction, retention, and confidence in delivery performance
• Establishment and adoption of repeatable pricing and commercial models
• Build-out of a stronger healthcare domain talent base, including Epic/EMR capability maturity, hospital operations knowledge, consulting skills, training, and role readiness
• Increased scale and market relevance of the healthcare delivery center as a platform for growth and differentiation
• Effective collaboration with Client Partners, Solutions Architects, vendor partners, Technology Service Lines, Security, and the Microsoft Business Line to improve solution quality, delivery readiness, innovation, and go-to-market execution

Qualifications

Required

• Bachelor’s degree required; advanced degree in business, healthcare administration, public health, or a related field preferred.
• 10+ years of leadership experience in healthcare delivery, hospital operations, consulting, managed services, transformation, EMR services, or a related environment.
• Demonstrated success building, scaling, or transforming delivery organizations, shared services, capability centers, or managed services models, preferably in healthcare technology or enterprise application services.
• Experience establishing and growing managed services offerings, ideally with Epic EMR, including service design, transition, governance, staffing, SLAs, performance management, continuous improvement, and commercial model alignment.
• Experience deploying, upgrading, optimizing, or supporting Epic in hospital or health system environments; experience with Epic upgrade governance, application support, testing, release readiness, or Nova Note processing is strongly desired.
• Working knowledge of leading EMR products and the operational implications of EMR deployment, optimization, integration, testing, and support across complex provider environments.
• Comprehensive understanding of hospital operations, including clinical workflows, revenue cycle, patient access, ancillary services, care delivery operations, compliance, privacy, data governance, and IT operating realities.
• Consulting experience with demonstrated ability to advise clients, shape solutions, manage stakeholder expectations, lead transformation initiatives, and translate business problems into practical delivery models.
• Proven ability to improve delivery economics, profitability, operational performance, and execution consistency.
• Experience implementing standardized delivery methods, governance frameworks, KPIs, service levels, and performance management disciplines.
• Familiarity with AI, automation, digital workflows, analytics, and technology-enabled delivery models.
• Experience designing or supporting commercial models and pricing frameworks tied to delivery value and business outcomes.
• Demonstrated ability to work effectively across Client Partners, Solutions Architects, partner/vendor ecosystems, Technology Service Lines, Security teams, and alliance/business line leaders.
• Strong executive presence and the ability to influence senior stakeholders across functions.

Preferred

• Experience leading or building a healthcare delivery center, global capability center, managed services organization, EMR practice, Epic practice, or shared-service operation.
• Deep Epic EMR experience, including one or more of the following: Epic implementation, deployment, upgrade, application managed services, optimization, testing, training coordination, release management, or Nova Note processing.
• Experience applying AI, automation, workflow orchestration, or digital tools to improve delivery efficiency in healthcare or other regulated industries.
• Background in healthcare consulting, hospital operations improvement, Epic advisory services, EMR transformation, or large-scale healthcare technology transformation.
• Experience with outcome-based delivery, value-based service constructs, SLA-based managed services, or performance-linked commercial models.
• Strong understanding of healthcare workflow, compliance, privacy, cybersecurity, interoperability, and data governance considerations.

Ideal Candidate Profile

The ideal candidate is a strategic builder, healthcare operating leader, and consulting-oriented managed services executive who understands how to create a scalable healthcare delivery model that is economically disciplined, operationally rigorous, and deeply grounded in healthcare industry realities.

This person brings together comprehensive hospital operations knowledge, Epic and broader EMR delivery experience, managed services expertise, delivery rigor, financial acumen, technology fluency, ecosystem partnership leadership, and cross-functional collaboration to build a delivery center that improves margins, expands capacity, drives measurable client outcomes, and strengthens competitive differentiation.

They are highly effective working across Client Partners, Solutions Architects, vendor ecosystem partners, Technology Service Line leaders, Security teams, and the Microsoft Business Line to align delivery capabilities with market demand, solution design, partner innovation, security requirements, and platform-led growth opportunities.

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

To Apply:

To be considered, please apply directly to this requisition using the link provided. Kindly forward this to any other interested parties. Thank you!

The expected base salary for this position ranges from $150,000 to $325,000. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, market factors, and where applicable, licensure or certifications obtained. In addition to salary, a competitive benefit package is also offered.

CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years’ experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries.

Together, we shape what’s next—working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. At CTG, you’ll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey. For more information, visit www.ctg.com.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.