Head of Services - Support and Managed

At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.

We are constantly raising the bar on what’s possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results—for your career, your teammates, and our customers.

We’re committed to building an inclusive workplace where everyone feels valued and supported. We are seeking a Manager, Managed Privacy Services to join our team. Petersburg, FL office.

The Manager, Managed Privacy Services leads a team of Privacy and Compliance Specialists delivering privacy monitoring services across a portfolio of healthcare customers. This role ensures consistent, high-quality service aligned with SLAs, regulatory requirements, and customer outcomes. The Manager drives operational excellence by establishing best practices, tracking key performance indicators, and continuously improving workflows, analytics, and reporting. This role partners cross-functionally to align customer strategy, product capabilities, and service delivery while supporting the growth and scalability of the Managed Privacy Services program. Success is measured through customer satisfaction and retention, service quality, operational efficiency, and overall team performance.

Lead, coach, and develop a team of Privacy and Compliance Specialists, including performance management, mentorship, and career progression.

Oversee delivery of Managed Privacy Services across customer accounts, ensuring adherence to SLAs, quality standards, and contractual obligations.

Define, track, and report on key performance indicators (e.g., SLA adherence, productivity, accuracy, customer outcomes) to drive data-informed decisions.

Act as an escalation point for complex customer and operational issues, ensuring timely resolution and long-term customer satisfaction.

Establish and scale best practices, processes, and workflows to ensure consistent, efficient, and high-quality service delivery.

Drive continuous improvement of tools, reporting, and operational processes to enhance team performance and customer outcomes.

Partner cross-functionally with Customer Success, Support, Product, and Engineering to align on customer needs and product enhancements.

Support onboarding, training, and ongoing development to maintain high levels of team expertise and service consistency.

Contribute to strategic planning and growth of the Managed Privacy Services program, fostering a high-performance, customer-centric team culture.

Bachelor’s degree in Healthcare Administration, Information Systems, Business Analytics, Public Health, or related field; 5+ years of experience in healthcare IT, privacy monitoring, compliance, or data analytics.

1-3 years’ experience managing and developing a team.

Experience delivering managed or customer-facing services in healthcare or other regulated environments.

Demonstrated ability to analyze operational metrics, manage performance, and drive continuous improvement.

Experience with privacy monitoring platforms, SaaS solutions, and customer reporting tools preferred; strong customer-centric mindset and commitment to service excellence.

This position offers a total compensation range of $131,000.00 to $141,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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