Portfolio Manager, Managed Services at Imprivata in Waltham, MA

Ready to join a team that’s all in? 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 believe work can be more than a job or task—it’s a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. 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.

When you join Imprivata, you embark on a shared journey of ambition and growth. We’re committed to building an inclusive workplace where everyone feels valued and supported. If you’re looking for a place to match your passion with purpose—and where every day you can make an impact—you’ll find it here.

We are seeking a Portfolio Manager, Managed Services to join our team. This is a hybrid opportunity based out of our Waltham, MA; St. Petersburg, FL or Austin, TX office.

Job Summary

The Portfolio Manager, Managed Services – Access Compliance is responsible for overseeing customer portfolios comprised of multiple managed service offerings while driving the strategic direction of Access Intelligence Platform (AIP) and the successful onboarding of new customers. This role ensures delivery of high-quality outcomes with consistency across customer programs while advancing program standards, capabilities, and value realization. The Portfolio Manager leads executive engagement, including Executive Business Reviews (EBRs) processes, and partners cross-functionally to align services with product innovation and customer needs. Success is measured through customer satisfaction, retention, program performance, and expansion of managed services value.

Duties and Responsibilities

• Manage a portfolio of customers that are comprised of multiple managed service offerings, ensuring alignment to customer goals, contractual commitments, and long-term success.
• Oversee Executive Business Reviews (EBRs) process, communicating program outcomes, value realization, and strategic recommendations to customer stakeholders.
• Oversee performance and health of AIP customer programs, identifying risks, trends, and opportunities across the portfolio.
• Drive strategic direction and evolution of Access Intelligence Platform programs, including Drug Diversion, Managed Privacy, and Analytics.
• Lead and standardize the Foundation Building process for new Access Compliance Managed Services customers, ensuring consistent execution across offerings.
• Coordinate customer kickoff, discovery, workflow definition, configuration readiness, training, documentation, and transition activities in accordance with the Foundation Building runbook.
• Oversee Foundation Building trackers, dashboards, milestones, risks, dependencies, and Salesforce updates to provide clear visibility into customer readiness and delivery status.
• Ensure each customer is transitioned to ongoing Managed Services with the required resources, customized data-integrity tools, operating cadences, ownership, and escalation paths in place.
• Partner with Implementation, Customer Success, Support, Sales, Product, and Managed Services leaders to continuously improve Foundation Building playbooks and governance.
• Establish and maintain program standards, best practices, and governance models across Access Intelligence Platform offerings including standard foundation building across products.
• Partner with Program Managers to ensure consistent execution, performance tracking, and delivery of customer outcomes.
• Collaborate with Product Management, Technical Architecture, and Customer Success teams to align program capabilities with product enhancements and market needs.
• Lead cross-program initiatives and special projects that improve scalability, efficiency, and customer value.
• Act as a senior escalation point for complex customer or program challenges, ensuring resolution and long-term success.
• Other duties as assigned and required.

Required Qualifications

• Bachelor’s degree in Business, Healthcare Administration, Information Systems, or related field; advanced degree preferred. This requirement can also be met through demonstrated work experience.
• ]7+ years of experience in managed services, program management, or related roles within healthcare technology
• Experience managing complex customer portfolios with multiple services or programs
• Strong understanding of healthcare compliance domains, including patient privacy, drug diversion, and/or healthcare analytics
• Demonstrated ability to define program strategy and drive improvements across multiple service offerings
• Experience leading executive-level customer engagement, including business reviews and strategic planning discussions
• Excellent leadership, communication, and stakeholder management skills, with the ability to influence cross-functional teams

This position offers a total compensation range of $94,000.00 to $120,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata’s benefit offerings can be found here. This range represents the high and low end of Imprivata’s compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate’s location, skills, experience, and qualifications.

At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!

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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