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. Enhancing your leadership style, you motivate, develop and inspire others to deliver quality. You are responsible for coaching, leveraging team member’s unique strengths, and managing performance to deliver on client expectations. With your growing knowledge of how business works, you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity, articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same. Skills Analyse and identify the linkages and interactions between the component parts of an entire system. Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion. Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables. Develop skills outside your comfort zone, and encourage others to do the same. Effectively mentor others. Use the review of work as an opportunity to deepen the expertise of team members. Address conflicts or issues, engaging in difficult conversations with clients, team members and other stakeholders, escalating where appropriate. Uphold and reinforce 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) 6 year(s) Certification(s) Required (BQ) Epic certification in relevant modules (e.g., Ambulatory, Cadence, ClinDoc, Resolute, MyChart, Orders) Job Description & 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 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 – 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 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 efficiencyManage 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 8+ years of experience in Epic application support, healthcare IT, or consulting Experience managing large-scale managed services or application support engagementsExperience 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 #J-18808-Ljbffr