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Our Company

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, and data they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Position Summary

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.

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 Skills:

• 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

Preferred Skills:

• 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
• Excellent communication and interpersonal skills, with the ability to work effectively with clinical and non-clinical staff, as well as external vendors
• 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 to $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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 make the health system work better for everyone. We believe everyone - of every race, gender, sexuality, age, location, and income - deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.