IT Service Delivery Lead - Remote

Requisition Number: 2392433
Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us in making healthcare work better for everyone through people-led, responsible AI while Caring. Connecting. Growing together.
Positions in this function create and deliver high-quality system solutions for applications, products, and services across all technology functions. As an IT Service Delivery Lead for MPP Northern Light Health, this role consults with business users, clinical leaders, and technology specialists to define business processes and the information systems supporting those processes. The role leads the design, implementation, and continuous improvement of IT service delivery processes; oversees data integration and application portfolio management; supports AI governance; and helps to ensure 24/7 high availability of systems supporting patient care. Working closely with clinical and non-clinical stakeholders, this role translates healthcare provider challenges into cost-effective, scalable technology solutions that improve clinical workflows, operational efficiency, and patient outcomes.
You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.
Primary Responsibilities:

• Lead the design, implementation, and continuous improvement of IT service delivery processes for MPP Northern Light Health, ensuring alignment with healthcare standards and operational goals
• Serve as a point of contact between technology service teams and key healthcare stakeholders, including physicians, nurses, administrators, and external vendors
• Drive data integration initiatives, application portfolio management, and AI governance frameworks to ensure system cohesiveness, data security, and ethical compliance across the enterprise
• Oversee incident management processes in a 24/7 healthcare environment, ensuring swift resolution of critical IT issues, such as EMR downtime or network failures, and minimizing disruption to patient care
• Participate in root cause analysis for recurring technical issues, identifying opportunities for process improvements, automation, and long-term system stability
• Partner with healthcare compliance, security, and clinical leadership to conduct risk assessments, security updates, and regular audits to maintain patient privacy and regulatory compliance
• Sponsor and guide IT service delivery projects, ensuring timely and on-budget execution while collaborating on technology adoption, user training, and change management
• Manage third-party IT vendor performance and collaborate with supply chain teams to ensure proper procurement, licensing renewals, and contract/SLA compliance
• Maintain and evaluate service performance reporting, including resolution times, system uptime, and SLA metrics, to proactively drive continuous improvement in IT service quality

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:

• HS Diploma
• 7+ years of experience in Business systems analysis or IT service delivery management managing IT service delivery teams
• 3+ years in a healthcare IT environment managing large-scale healthcare IT projects
• 3+ years of experience with healthcare IT systems, including Electronic Medical Records (EMR), Health Information Systems (HIS), or medical devices
• 3+ years of experience with healthcare regulations (HIPAA, HITECH) and industry best practices for patient data security and privacy
• 3+ years of experience managing or supporting ITIL/ IT incident management or other service management frameworks
• Ability to travel at least once a year - 10%

Preferred Qualifications:

• Proven track record of guiding technology adoption, user training, and change management across clinical and non-clinical departments
• Experience supporting or establishing AI/ML technology governance, predictive analytics, or automated clinical workflow
• Proven excellent communication and interpersonal skills, with the ability to work effectively with clinical and non-clinical staff, as well as external vendors
• Proven problem-solving mindset with a focus on continuous improvement

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $91,700 - $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
At UnitedHealth Group, our mission is to help people live healthier lives and help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives.
UnitedHealth Group and its affiliated brands are an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group and its affiliated brands are a drug-free workplace. Candidates are required to pass a drug test before beginning employment.