Industry/Sector
Not Applicable
Specialism
Managed Services
Management Level
Director
Job Description & Summary
At PwC, our people in business application consulting specialise in consulting services for a variety of business applications, helping clients optimise operational efficiency. These individuals analyse client needs, implement software solutions, and provide training and support for seamless integration and utilisation of business applications, enabling clients to achieve their strategic objectives.
In Epic consulting at PwC, you will specialise in providing consulting services for Epic software solutions. Your work will involve possessing in-depth knowledge of Epic applications and assisting clients in optimising operational efficiency through analysis, implementation, training, and support.
Translating the vision, you set the tone, and inspire others to follow. Your role is crucial in driving business growth, shaping the direction of client engagements, and mentoring the next generation of leaders. You are expected to be a guardian of PwC's reputation, understanding that quality, integrity, inclusion and a commercial mindset are all foundational to our success. You create a healthy working environment while maximising client satisfaction. You cultivate the potential in others and actively team across the PwC Network, understanding tradeoffs, and leveraging our collective strength.
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:
- Lead in line with our values and brand.
- Develop new ideas, solutions, and structures; drive thought leadership.
- Solve problems by exploring multiple angles and using creativity, encouraging others to do the same.
- Balance long-term, short-term, detail-oriented, and big picture thinking.
- Make strategic choices and drive change by addressing system-level enablers.
- Promote technological advances, creating an environment where people and technology thrive together.
- Identify gaps in the market and convert opportunities to success for the Firm.
Adhere to and enforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance) the Firm's code of conduct, and independence requirements.
Minimum Degree Required (BQ)
Bachelor's Degree
Minimum Year(s) of Experience (BQ)
8-10 year(s)
Certification(s) Required (BQ)
Certified in any Epic module in Clinical, Revenue Cycle or Technical (e.g., ClinDoc, Optime, ASAP/Orders, Ambulatory, Resolute PB/HB, Grand Central, etc.)
& Summary
At PwC, our people in Operations Consulting – Managed Services help healthcare organizations operate, optimize, and continuously improve their technology-enabled environments. Within our Epic Managed Services practice, we provide ongoing application support, optimization, governance, and performance improvement services that enable clients to maximize the value of their Epic investment.
As an Epic Senior Manager – Managed Services, you will serve as a strategic partner to healthcare executives, overseeing Epic application managed services engagements. You will lead multi-disciplinary delivery teams responsible for steady-state support, enhancements, upgrades, and operational optimization across clinical and revenue cycle applications. This role combines Epic functional expertise, service delivery leadership, financial accountability, and client relationship management within a long-term outsourcing or co-sourced delivery model.
Leadership Expectations – Senior Manager
As a strategic advisor in a managed services environment, you leverage your influence, operational expertise, and Epic knowledge to deliver consistent, high-quality outcomes. You foster accountability, coach leaders and managers, and drive performance across distributed teams.
You operate with strong judgment—balancing client service commitments, SLA adherence, financial performance, and team sustainability. You lead through complexity, manage ambiguity during upgrades and regulatory changes, and clearly communicate how operational, clinical, and technical components integrate within the Epic ecosystem.
At this level, you are expected to:
- Deliver compelling executive-level messaging on service performance, optimization opportunities, and risk management
- Apply systems thinking to improve operational workflows and reduce recurring incidents
- Validate service outcomes with clients and continuously incorporate feedback
- Lead teams through high-pressure production support environments
- Continuously evolve Epic and healthcare regulatory expertise
- Initiate transparent coaching and performance discussions
- Make decisive, risk-informed decisions that protect both client operations and PwC standards
- Model and reinforce PwC’s professional, technical, and ethical standards
The Opportunity
As part of the Epic Managed Services team, you will oversee large-scale support and optimization engagements for healthcare providers.
As a Senior Manager, you will:
- Lead enterprise Epic managed services programs across clinical, ambulatory, inpatient, and revenue cycle modules
- Serve as the executive-level point of contact for ongoing service delivery
- Ensure SLA compliance, operational stability, and continuous improvement
- Drive optimization initiatives to improve system adoption, performance, and efficiency
- Manage financial performance, forecasting, and margin targets
- Oversee upgrade planning, regulatory changes, and enhancement roadmaps
- Strengthen long-term client relationships and identify expansion opportunities
Responsibilities
- Service Delivery & Governance
- Oversee day-to-day Epic application support operations
- Ensure SLA adherence, incident management performance, and issue resolution quality
- Establish governance structures including service reviews, dashboards, and executive reporting
- Monitor interface performance, security compliance, and system stability
- Lead root cause analysis (RCA) initiatives and continuous improvement efforts
- Client Relationship Management
- Act as a trusted advisor to CIOs, CMIOs, and operational leaders
- Lead quarterly business reviews and executive service performance meetings
- Identify opportunities for optimization, automation, and service expansion
- Manage complex stakeholder environments across IT and clinical operations
- Financial & Operational Oversight
- Own engagement financials including revenue, margin, forecasting, and resource planning
- Optimize staffing models and delivery structures to ensure efficiency
- Balance service quality with cost management objectives
- Manage vendor coordination and third-party integration support
- Program & People Leadership
- Lead and develop Managers, Leads, and Analysts within a managed services model
- Build scalable, high-performing delivery teams (onshore/offshore/hybrid models)
- Drive workforce planning and capability development
- Promote knowledge management, documentation standards, and operational discipline
- Continuous Improvement & Innovation
- Develop multi-year Epic optimization roadmaps
- Introduce automation, AI-enabled monitoring, and service enhancements where applicable
- Align Epic enhancements with regulatory requirements and industry changes
- Drive operational excellence across clinical and revenue cycle domains
What You Must Have
- Bachelor’s Degree
- 10+ years of experience in Epic application support, healthcare IT, or consulting
- Experience managing large-scale managed services or application support engagements
- Experience overseeing SLA-driven delivery models
What Sets You Apart
- Master’s Degree in Health Administration, MIS, Public Health, or related field preferred
- Epic certification in relevant modules (e.g., Ambulatory, Cadence, ClinDoc, Resolute, MyChart, Orders)
- Experience leading enterprise Epic support programs across multiple modules
- Strong understanding of healthcare operations, regulatory compliance, and reimbursement models
- Proven success managing distributed or global delivery teams
- Experience developing service dashboards, KPIs, and operational performance metrics
- Strong financial acumen in managing recurring revenue engagements
- Executive presence and strong client relationship management capability
- Demonstrated success in identifying upsell/cross-sell opportunities within managed accounts
Travel Requirements
Up to 20%
Job Posting End Date
