Head of Service Delivery

The role

The Head of Service Delivery will own Workforce Management, Quality Assurance, and vendor partnerships. You will lead functional leads to manage the end-to-end medical imaging pathway and automation roadmap.

What you will do

• Build, lead, and develop a team of functional leads across WFM and QA
• Own the end-to-end vendor lifecycle including sourcing, onboarding, and performance management
• Set the strategy for Quality Assurance including audit frameworks and coaching feedback loops
• Set the strategy for Workforce Management including demand forecasting and capacity modeling
• Standardize reporting across QA and WFM
• Partner with the SVP of Operations on Service Delivery strategy, headcount planning, and budget
• Represent Service Delivery in cross-functional and executive conversations
• Lead HIPAA compliance and data security oversight across outsourced operations
• Own the automation roadmap for Service Delivery
• Set and own targets for cost per order and defect rates

Required qualifications

• Direct people-management experience leading managers or team leads
• Track record managing vendors within a healthcare operations role
• Experience managing third-party vendor relationships, including contract negotiation and SLA governance
• Experience overseeing Workforce Management (WFM) including forecasting, scheduling, and intraday management
• Experience building or overseeing Quality Assurance (QA) programs
• Data-first mindset comfortable building and reading vendor and team scorecards
• Experience redesigning operational workflows around automation or AI
• Able to build a capacity model that forecasts both human and automated throughput
• Experience structuring vendor contracts for shifts in workload
• Comfortable setting quality standards for automated and agentic systems
• A working view on PHI and AI
• Able to judge AI vendor claims

Nice to have

• Service-obsessed and focused on how we deliver outstanding service to patients, partners, and colleagues alike
• Comfort operating at high speed without compromising on execution quality
• Strong communication skills
• You build with AI, not just alongside it. You've shipped, automated, or prototyped something real using LLMs, agents, or AI tooling
• You can explain a workflow you redesigned so a machine does the boring 80%
• You have a view on where agentic systems help and where a human must stay in the loop

Benefits

• Salary range of $150,000 - $180,000
• Equity package
• Flexible remote or hybrid work options
• Dedicated personal development budget
• Medical, vision, and dental coverage
• 28+ days of paid time off across PTO and wellbeing days
• Paid parental leave
• 401k retirement plan
• All the equipment you need to do your best work
• Inclusive, people-first policies

Before you apply

• You will be assessed on your AI fluency at the Scan Standard interview stage

About the company

Scan.com is building America's national imaging network to connect patients, providers, and payers to diagnostic imaging. They manage the medical imaging pathway end-to-end.