Associate Director, Application Managed Services (EHR-AMS)

Associate director, Application Managed Services (EHR-AMS)

About Impact Advisors Mexico

At Impact Advisors Mexico, we turn passion for healthcare into lasting careers. As part of the Impact Advisors network in the U.S., we partner with leading hospitals and healthcare organizations to improve clinical, financial, and operational outcomes.

Our culture is people-first, inclusive, and growth-driven. We invest in our Winners through learning, collaboration, mentorship, and meaningful career opportunities. Together, we deliver solutions that make a Positive Impact in healthcare.

Your Path to a High-Impact Healthcare Career

As an Associate Director within EHR Application Managed Services (EHR-AMS), you will help build and scale Impact Advisors' nearshore application capabilities in Mexico. This leadership role requires deep expertise managing Epic applications, experience managing high-performing teams, and the ability to partner closely with U.S.-based healthcare technology leaders and clients.

You will provide operational leadership, technical guidance, and team development across a growing portfolio of application managed services engagements. Working closely with U.S.-based leadership, you will help establish delivery standards, expand organizational capabilities, develop future leaders, and ensure strong client outcomes.

This role is ideal for an experienced healthcare technology leader who understands both Epic application support operations and the leadership required to build scalable, high-performing teams.

What You'll DoDelivery Leadership

· Provide leadership across Epic application and managed services engagements.

· Develop and maintain operational processes, service delivery standards, and quality expectations.

· Ensure consistent execution of incident management, service request fulfillment, application maintenance according to ITIL standards

· Ensure consistent execution of enhancement, optimization, and project activities according to Agile standards.

· Drive operational excellence through standardized workflows, documentation, and leading practices.

· Monitor service performance and implement continuous improvement initiatives.

· Support operational readiness for upgrades, enhancement requests, and major system initiatives.

Client Engagement & Delivery Leadership

· Serve as a trusted advisor to client application and IT leadership teams.

· Build strong relationships with healthcare executives, directors, managers, and operational stakeholders.

· Ensure delivery performance meets or exceeds contractual obligations and client expectations.

· Provide oversight for engagement performance, staffing, escalations, and service delivery risks.

· Lead executive-level discussions on operational performance, service improvements, and resource planning.

· Participate in solution development, proposals, presentations, and client growth opportunities.

Team Leadership & Talent Development

· Lead and develop managers, analysts, and technical resources.

· Create a strong leadership pipeline within the Mexico organization.

· Establish performance expectations, career development plans, and coaching programs.

· Support recruiting, onboarding, mentoring, and retention efforts.

· Develop standardized skills assessments and competency frameworks for AMS team members.

· Partner with U.S. leadership to expand healthcare technology and application support expertise across the organization.

· Identify and develop future leaders capable of managing increasingly complex client environments.

Operational Management

· Manage staffing, resource allocation, utilization, and capacity planning activities.

· Ensure appropriate coverage models and support structures are in place.

· Monitor productivity, service-level performance, and quality metrics.

· Lead issue resolution and escalation management activities.

· Establish operational reporting and performance dashboards.

· Support the growth of a scalable and sustainable nearshore AMS delivery model.

Cross-Functional Collaboration

· Partner with client application teams, technical teams, project teams, and operational leaders.

· Collaborate with other Impact Advisors service lines to support client objectives.

· Contribute to organizational standards, methodologies, and service offerings.

· Support knowledge transfer and collaboration between U.S. and Mexico delivery teams.

· Represent Impact Advisors Mexico in leadership meetings, client engagements, and strategic initiatives.

Who You Are

Education & Experience

· Bachelor's degree in Information Technology, Healthcare Informatics, Computer Science, Business Administration, or a related field.

· 7+ years of experience supporting healthcare information systems, EHR platforms, application managed services, or healthcare technology consulting engagements.

· 5+ years of experience leading teams with technical application expertise

· Experience working with U.S. hospitals, health systems, or healthcare consulting organizations.

· Proven experience managing client relationships, operational performance, and service delivery outcomes.

· Experience in managed services, consulting, shared services, or nearshore delivery environments is preferred.

· Resume submission in English is required.

Epic & Technical Expertise

· Active Epic certification in at least one Epic application area is required; multiple certifications are preferred.

· Broad understanding of the Epic platform including daily operations, system maintenance, upgrades, workflow optimization, and collaboration with operational stakeholder.

· Deep experience in multiple Epic applications preferred

· Understanding of healthcare application integrations, interfaces, and change management processes.

· Familiarity with ITIL service management principles and support operations.

· Familiarity with Agile project management principles and best practice.

· PMP preferred.

Leadership Skills

· Proven ability to build and develop high-performing teams.

· Strong coaching, mentoring, and people leadership capabilities.

· Experience managing leaders, senior analysts, and technical professionals.

· Strong executive communication and stakeholder-management skills.

· Ability to manage competing priorities in fast-paced healthcare environments.

· Strong analytical, operational, and problem-solving abilities.

· Ability to drive accountability, consistency, and service excellence.

Service Management Experience

· Experience managing and improving service-level agreements, ticket quality, resolution performance, customer satisfaction, incident and escalation management, operational reporting, KPI tracking, resource utilization, capacity planning, knowledge management, and continuous service improvement.

Language & Location

· Professional fluency in English is required.

· Hybrid work arrangement based in Mexico City or Monterrey.

· Open to qualified candidates currently residing in Mexico and international candidates willing to relocate.

· Ability to travel periodically within Mexico and to the United States as business needs require.

· International candidates must be able to meet applicable Mexican immigration and employment requirements.

Benefits

Statutory + Additional Benefits

· 5 additional paid vacation days before completing your first year

· MXN $4,000 monthly grocery vouchers through Toka card

· Employee Savings Fund

· TotalPass gym and wellness membership

· Major Medical Insurance

· Employee Referral Program