Senior Service Delivery Manager, Ireland

About HealthCare Logic:

HealthCare Logic is a high growth emerging leader in hospital intelligence. We provide purpose-built intelligence platforms, experiences and services to help hospital systems achieve peak performance. We empower Public and Private, individual hospitals to networks, regions, State and National, to Departments of Health.

At HealthCare Logic we are empowering executive, clinical, and operational teams to make smarter, faster decisions that improve patient outcomes. Our flagship platform, SystemView, is embedded in and transforming over 170+ hospitals across Australia, Ireland, and the UK.

You’ll join a borderless team of data engineers, scientists, clinicians, product experts, and customer success pros - curious minds driven by impact. Together, we’re creating a globally connected network of high-performing hospitals.

We work at the intersection of AI, real-time data, and clinical strategy - and we’re looking for senior talent who thrives in complexity, leads with purpose, and wants their work to directly shape the future of healthcare.

If you're passionate about data with purpose, and ready to make your mark in a company that’s scaling fast and thinking big - we want to hear from you.

HealthCare Logic is partnered with private equity growth investor, Pemba Capital Partners. Pemba is known for its strategic investments in growth-oriented businesses. With a strong track record of success, Pemba focuses on a collaborative approach, working closely with the management teams of its partner companies to realise their full potential. 

Pemba’s investment philosophy is centred on identifying and nurturing companies with strong growth prospects and innovative business models. The firm's expertise spans various sectors, enabling it to provide valuable insights and support across different industries.

About the Role:

The Senior Service Delivery Manager is responsible for ensuring the successful delivery of SystemView projects from kick-off through to go-live. This role oversees project timelines, cross-functional coordination, governance processes, and stakeholder alignment across internal teams and customer organisations. The Senior Service Delivery Manager ensures that each implementation is delivered on time, to scope, and with high-quality handover to Customer Success and Clinical Solution teams. This role is central to ensuring customer confidence, trust, and satisfaction through consistent and professional project execution.

Key Responsibilities:

Operational and Professional Excellence

• Lead end-to-end project delivery across a portfolio of customer implementations, including scope definition, milestone tracking, risk mitigation, and stakeholder communication.
• Collaborate with Installations, Clinical Solutions and Customer Success teams to ensure seamless coordination across project phases, bringing in other HealthCare Logic specialist teams to achieve implementation deliverable achievement when required.
• Own and drive implementation governance processes, including kick-off meetings, stage gate reviews, and go-live readiness assessments.
• Continuously improve and document project management frameworks, templates, and delivery methodologies to support consistency and scalability.

Customer Focus

• Act as the primary delivery lead for customers during the implementation phase, building confidence and alignment with executive, clinical, and operational stakeholders.
• Ensure accurate and timely project communication with all parties, including progress updates, issue resolution, and change control.
• Collaborate with CSMs to ensure a smooth transition from delivery to adoption, with high-quality handover documentation and stakeholder continuity.
• Monitor delivery satisfaction and NPS to identify areas for improvement and celebrate successful outcomes.

Business Excellence

• Track delivery performance metrics, including on-time delivery rate, project NPS, delivery velocity, handover quality, and budget/effort adherence.
• Escalate risks proactively and lead resolution planning in collaboration with senior leadership.
• Contribute to internal retrospectives and process refinement to improve future project outcomes and reduce delivery friction.
• Participate in contract and SOW review processes to ensure delivery feasibility and protect margin.
• Participate in pre-contract technical and business assessment activities to influence and drive accurate implementation scope and effort estimates

About You:

• Exceptional communicatio