Senior Director, Technical Consulting

The Senior Director, Technical Consulting will create and scale an internal technical consulting practice to provide technical delivery and consulting services for the MHK CareProminence platform.  This role will help maximize the health of the MHK client portfolio in areas including, but not limited to, the following:

• File-based integrations
• API-based interfaces
• 3rd party application integrations
• Technical deporting and business intelligence
• Technical infrastructure and platform upgrade

Key Responsibilities:

• Client Management
  • Lead clients in their efforts to maximize their usage of the CareProminence platform to achieve their technical strategic initiatives.
  • Ensure that each client has the necessary technical professional services coverage
  • Maintain visibility into client priorities and ensure they are addressed in a timely manner.
  • Manage client expectations to ensure that delivery quality is optimized.
  • Assess engagement risks and drive mitigation strategies to reduce impact to clients.
  • Serve as the (client-facing) escalation path and address all technical issues that arise, including direct client communication to maintain client satisfaction.
  • Report on and maximize the operational and financial health of the technical portfolio.
  • Drive billable capacity, and where needed contribute to billable utilization.
  • Define and scale an operational infrastructure needed to maximize delivery throughput and profitability and deliver a successful client and employee experience.
• Operational Management
  • Serve as the source of truth for the technical delivery and consulting practice.
  • Establish and maintain a scalable charter, financial and operational success measures, delivery and internal framework, and cross functional partnerships needed to deliver measurable outcomes based on defined KPIs; including but not limited to: Time to value and delivery throughout, Delivery efficiency, Delivery quality, and Client satisfaction.
  • Build the resource and knowledge management framework to optimize delivery capacity.
  • Audit and enforce usage of processes and address adherence issues as they arise.
  • Ensure that all delivery and internal processes are financially and operationally sound – from work ingestion through client billing.
  • Establish and maintain continuous improvement framework evolve the practice as client and business needs change, using the latest commercially available technologies (i.e. AI).
• Employee Management
  • Create an environment that sets clear expectations for new and existing employees, positions them to meet client and business demands, and thrive at MHK.
  • Lead and scale a team of managers and individual contributors to deliver technical services and in a timely, efficient, and client satisfactory manner and achieve prescribed success measures.
  • Establish clear roles and responsibilities for the team in alignment with client and business success measures.
  • Provide the tools, position the skills, and promote the mindset and mentality to yield the optimal results from employees.
  • Measure performance and hold the team accountable to achieving prescribed success measures, including but not limited to: Utilization, billability, delivery success, customer service, and core values.
  • Address personnel issues expeditiously that have adverse impacts to team productivity and morale

Skill Requirements:

• Strategic thinking and Technical Consulting
• Proficiency in enterprise SaaS delivery
• Project Management and Risk Management
• Proven ability to lead leaders and scale operations
• Strong relationship building and inter-personal skills
• Excellent written and verbal communication
• MS Office, proficiency in process mapping

Education/Certification Requirements:

• Bachelor’s degree in computer science or equivalent technical degree
• Masters’ Preferred

Additional Requirements:

• Must be client-facing with the ability to lead and manage client relationships
• Knowledge of the enterprise care management platforms
• Must be able to travel to MHK headquarters in Tampa and client locations as needed 

COMMITMENT TO DIVERSITY & INCLUSION

We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religion, creed, national origin, physical or mental disability, protected Veteran status, or any other c