Talent.com
Application Management Services (AMS) Director (Chicago)
Application Management Services (AMS) Director (Chicago)Impact Advisors • Chicago, IL, US
[error_messages.no_longer_accepting]
Application Management Services (AMS) Director (Chicago)

Application Management Services (AMS) Director (Chicago)

Impact Advisors • Chicago, IL, US
[job_card.variable_days_ago]
[job_preview.job_type]
  • [job_card.part_time]
[job_card.job_description]

Application Management Services (AMS) Director

About Us

Impact Advisors, LLC is a nationally recognized healthcare management consulting firm delivering Best in KLAS advisory, implementation, and optimization services. We are driven by a commitment to exceed client expectations and are proud to be a trusted partner to many of the nation's leading healthcare organizations. Our mission to drive patient-centered, value-driven outcomes has earned us prestigious industry accolades. To learn more about us, visit www.impact-advisors.com.

Job Summary

The Application Managed Services Director is responsible for the strategy, oversight, and management of the delivery of EHR application support services at Impact Advisors. This person will lead our Quality Center of Excellence, oversee reporting and metrics, develop our tech-forward strategy, and ensure adherence to IT Service Management (ITSM) best practices and SLAs while driving continuous improvement in service quality.

Key Responsibilities

Service Delivery Management & Reporting

  • Oversee the end-to-end delivery of IT services to clients, ensuring SLAs (Service Level Agreements), OLAs (Operational Level Agreements), and KPIs (Key Performance Indicators) are consistently met or exceeded across all clients.
  • Work with engagement leaders to understand client reporting requirements.
  • Monitor and audit processes to ensure compliance with internal and external standards.
  • Direct developers on the development and maintenance of reports for internal purposes and client presentations.
  • Report Service Delivery trends regularly to AMS leaders and managers for follow up, training, and communication.
  • Participate in onboarding new clients and advise on best practices for ITIL and workflows balancing firm and client interests.
  • Lead or collaborate on the development of new service offerings as they integrate with service delivery management.

Quality Center of Excellence

  • In partnership with AMS Leaders, develop and operate an industry leading quality management framework to monitor and improve service delivery across multiple clients.
  • Conduct root cause analysis (RCA) for major incidents and recurring issues, driving corrective actions and preventive measures.
  • Lead continuous service improvement initiatives to enhance service quality and client satisfaction.
  • Gather feedback through surveys, meetings, and other channels to identify areas for improvement.
  • Drive the adoption of technology, automation, and other best practices to improve service efficiency and reduce manual intervention.

    • Client Relationship & Communication

  • Support engagement leaders in conducting regular service review meetings with clients to discuss performance, improvements, and future service needs.
  • Provide timely and transparent communication on service status, incidents, and planned changes.
  • Prepare and present service performance reports, highlighting trends, risks, and opportunities for improvement.
  • Manage client expectations and ensure alignment between service delivery and business objectives.

    • Team Leadership & Collaboration

  • Lead and mentor a team of engagement leaders and service delivery professionals, fostering a culture of accountability and continuous learning.
  • Collaborate with business development and engagement leaders to identify opportunities for service expansion and upselling.
  • Coordinate with external vendors and partners to ensure seamless integration and delivery of services.
  • Promote a customer-first mindset across the organization, emphasizing the importance of quality and service excellence.

    • Qualifications

    Education & Experience

  • Bachelors degree in Information Technology, Business Administration, or a related field (Masters degree preferred).
  • 7+ years of experience in IT Service Management or Service Delivery, preferably within a Managed Service Provider (MSP) or IT outsourcing environment.
  • Proven experience managing client relationships and delivering IT services aligned with ITIL best practices for large organizations.

    • Skills & Competencies

  • Strong knowledge of ITIL frameworks (ITIL 4 certification preferred).
  • Experience with ITSM tools (e.g., ServiceNow, BMC Remedy, or similar).
  • Strong Technology and platform integration skills (AI, chatbots, automation tools, Microsoft Copilot).
  • Strong reporting skills, (Power BI or similar business intelligence tools)
  • Excellent problem-solving, analytical, and decision-making skills.
  • Exceptional communication and interpersonal skills, with the ability to manage client relationships and lead cross-functional teams.
  • Strong project management skills, with the ability to handle multiple priorities and deadlines.
  • Experience with quality management frameworks (e.g., ISO 9001), process improvement (Lean Six Sigma), etc.

    • Key Performance Indicators (KPIs)

  • SLA and OLA compliance rates
  • Customer satisfaction (CSAT) and Net Promoter Score (NPS)
  • Incident resolution and change implementation times
  • Quality audit scores and process compliance rates
  • Implementation of technical innovations to improve quality or efficiency

    • Additional Information

  • Ability to travel to client sites, as needed.
  • Work schedule is typically M-F.
  • This role reports to the Managed Services VP.

    • At Impact Advisors, we prioritize transparency and equity in our compensation practices. This role has a salary range of $150,000 - $190,000 and may also be eligible for an annual bonus. This range accounts for various factors, including skills, experience, training, certifications, and organizational needs.

    Our People and Culture

    At Impact Advisors, we cultivate a caring, fun, honest, and autonomous work environment. Our success stems from our associates' dedication and a shared mission to create a Positive Impact. We embrace diversity and inclusion, fostering an environment where all employees feel valued and empowered .

    Join Impact Advisors and make a real difference in healthcare.

    [job_alerts.create_a_job]

    Director Application • Chicago, IL, US

    [internal_linking.related_jobs]
    Director, Disability Services

    Director, Disability Services

    InsideHigherEd • Palos Hills, Illinois, United States
    [job_card.full_time]
    Center for Disability Services.The Director of Disability Services is responsible for the administration, development, implementation, coordination and evaluation of the support services for studen...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Director, SDET (Chicago)

    Director, SDET (Chicago)

    Request Technology, LLC • Chicago, IL, United States
    [job_card.full_time]
    Location : Chicago, IL or Coppell, TX.Hybrid : 3 days onsite, 2 days remote.This role is open to H1B transfer •.Experience with cloud technologies and migrations using public cloud vendor preferably u...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Service Management, Director

    Service Management, Director

    Aeris Communications • Chicago, IL, United States
    [job_card.full_time]
    Thanks for visiting our Career Page.Please review our open positions and apply to the positions that match your qualifications. For more than three decades, Aeris has been a trusted cellular IoT lea...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Director, Operations

    Director, Operations

    Jewish Community Center of Chicago • Northbrook, IL, US
    [job_card.full_time] +1
    JCC Chicago agency-wide operations.The position will support the COO in achieving agency goals on security, IT, facilities, and customer experience. This role will assist with managing key initiativ...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    IT Program Director

    IT Program Director

    Axelon Services Corporation • Chicago, IL, US
    [job_card.full_time]
    Provide program-level oversight for 12 IT Project Managers.Manage large-scale IT projects, coordinating across multiple internal groups. Deliver executive-level updates and status reports to stakeho...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Senior Director, Product Management for Core Health Plan

    Senior Director, Product Management for Core Health Plan

    Blue Shield of CA • Chicago, IL, United States
    [job_card.full_time]
    Director of Product Management for Core Health Plan is responsible for owning the strategy, outcomes, and technology enablement for core health plan offerings. This includes claims processing, netwo...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Director, Product Management - Secure Service Edge

    Director, Product Management - Secure Service Edge

    Capital One • Chicago, IL, United States
    [job_card.full_time]
    Director, Product Management - Secure Service Edge.Director, Product Management - Secure Service Edge.Be among the first 25 applicants. We are a passionate and entrepreneurial Product Management tea...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Epic Revenue Cycle Management Director

    Epic Revenue Cycle Management Director

    Impact Advisors • Chicago, IL, United States
    [job_card.full_time]
    Epic Revenue Cycle Management Director.Continue with Google Continue with Google.Epic Revenue Cycle Management Director.Impact Advisors, LLC is a nationally recognized healthcare management consult...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Director of Business Operations

    Director of Business Operations

    Chicago Beyond • Chicago, IL, US
    [job_card.full_time]
    Chicago Beyond is a national philanthropic organization that addresses systemic inequity by backing solutions led by those closest to the issues. F;Since our inception in 2016, Chicago...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Director of OT (Chicago)

    Director of OT (Chicago)

    SR2 | Socially Responsible Recruitment | Certified B Corporation • Chicago, IL, US
    [job_card.part_time]
    Director of OT - Renewable Energy.If youre an OT networking / security leader who wants a role with.Director of OT Network Infrastructure. Its a mix of strategic influence and real operational ownersh...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Senior Director, Applications & Data Platforms (Chicago)

    Senior Director, Applications & Data Platforms (Chicago)

    American Osteopathic Association • Chicago, IL, United States
    [job_card.full_time]
    This is a hybrid position requiring 2 days per (Tuesday and Wednesday) in-person each week.Office is located in downtown Chicago, IL in the Streeterville / Mag Mile area. Reporting to the VP of Inform...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Director of Enterprise Data Management (Chicago)

    Director of Enterprise Data Management (Chicago)

    BinaryBees Business Solutions LLC • Chicago, IL, United States
    [job_card.permanent]
    Job Title : Director of Enterprise Data Management.Director of Enterprise Data Management.This is a remote direct hire position. This role requires a director who has built Data Management programs f...[show_more]
    [last_updated.last_updated_1_hour] • [promoted] • [new]
    Director, Product Management - Cloud Infrastructure

    Director, Product Management - Cloud Infrastructure

    Relativity • Chicago, IL, United States
    [job_card.full_time]
    At Relativity, we build the most innovative and comprehensive tools for making sense of unstructured data.We use a variety of technologies including Microsoft technologies : C#.NET, Azure for our cl...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Director, Performance & Operations - Wellness West

    Director, Performance & Operations - Wellness West

    Medical Home Network • Chicago, IL, US
    [job_card.full_time]
    Are you ready to join a passionate community of people who are changing how health care is delivered? A place where you will find a career you love while truly making a difference building he...[show_more]
    [last_updated.last_updated_30] • [promoted]
    Director of Grants (Chicago)

    Director of Grants (Chicago)

    North Lawndale Employment Network • Chicago, IL, US
    [job_card.full_time] +3
    The Director of Grants & Research will lead North Lawndale Employment Network's (NLEN) strategy to secure and sustain diverse funding streams from competitive public awards to transformative priva...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Global Director of Transformation Solutions

    Global Director of Transformation Solutions

    Aon • Chicago, IL, United States
    [job_card.full_time] +1
    Job Title : Global Director of Transformation Solutions.Aon is in the business of better decisions.At Aon, we shape decisions for the better to protect and enrich the lives of people around the worl...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]
    Program Director Data Unification & Cloud Transformation

    Program Director Data Unification & Cloud Transformation

    Inizio Partners Corp • Chicago, IL, US
    [job_card.temporary]
    Program Director Data Unification & Cloud Transformation (Chicago Hybrid).Chicago, IL (Hybrid 3 days onsite per week).Enterprise Data Unification and Cloud Modernization program.BigQuery, Cloud...[show_more]
    [last_updated.last_updated_30] • [promoted]
    SAP Delivery manager-AMS & S / 4 HANA Programs (Chicago)

    SAP Delivery manager-AMS & S / 4 HANA Programs (Chicago)

    ITC Infotech • Chicago, IL, US
    [job_card.full_time] +1
    Job Opportunity : SAP Program Manager / SAP Delivery manager AMS & S / 4 HANA Programs.Experience Required : 15+ Years.Drive delivery lifecycle, manage P&L, and ensure KPIs align with client expectatio...[show_more]
    [last_updated.last_updated_variable_days] • [promoted]