Director, IT Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish and manage the Service Management Office, which encompasses governance frameworks, operational cadence, standards, controls, templates, and performance measurement mechanisms.

• Take ownership of the service management process framework for Incident, Problem/RCA, Change, Release, Knowledge, and associated service governance practices.

• Define roles, decision-making rights, escalation paths, and accountability across technology, product, implementation, service desk, customer, and third-party teams.

• Oversee governance for significant incidents and service interruptions, including execution of processes, engagement with stakeholders, bridge management, escalation, and communication.

• Set and uphold RCA standards, corrective and preventive actions, cross-functional follow-through, and governance for closure.

• Lead Change and Release governance, which includes CAB effectiveness, production readiness controls, risk assessments, rollback/testing expectations, release schedules, and post-change validation.

• Develop standards for executive and customer communication regarding incidents, service health, operational risk, planned changes, and significant service issues.

• Create service governance scorecards and management reports that cover SLA performance, incident trends, change quality, RCA completion, recurring failures, operational risks, and continuous improvement.

• Collaborate with technical leaders to pinpoint systemic operational issues and prioritize improvement initiatives.

• Promote standardization across customer environments while managing documented exceptions.

• Work with tooling and observability teams to enhance ITSM workflows, Jira/JSM utilization, telemetry, alerting, automation, and operational data quality.

• Develop service management documentation, playbooks, templates, knowledge standards, and audit-ready evidence.

• Implement an onshore/offshore follow-the-sun operational model with suitable leadership and communication coverage.

• Cultivate SMO talent, establish objectives, mentor leaders and practitioners, and foster ownership, transparency, urgency, and continuous improvement.

• Act as a senior operational partner to the VP, Client IT Operations and other technology and business leaders.

• Deliver concise, fact-based executive updates during high-severity events and elevated operational risks.

• Build relationships with customer-facing leaders, technical teams, vendors, and offshore delivery leaders.

• Identify and escalate systemic risks and accountability gaps with clear recommendations and necessary decisions.

⛳️ Requirements

• A minimum of 10 years of progressive experience in IT operations, service management, production support, technology delivery, or related fields, with significant leadership responsibilities.

• Proven experience leading enterprise Incident, Problem, Change, Release, or broader IT Service Management functions in complex, high-availability settings.

• Comprehensive knowledge of ITIL practices with the capability to translate frameworks into practical operating processes.

• Experience in leading major incident responses, executive/customer communications, RCA governance, and cross-functional remediation.

• Demonstrated ability to design or significantly enhance service management operating models, governance structures, workflows, metrics, and tools.

• Experience working across global onshore/offshore teams and in 24x7 service environments.

• Strong analytical skills utilizing operational data, trends, and service metrics to identify risks and drive improvements.

• Exceptional written and verbal communication skills, including the ability to clarify complex operational issues to executives and customers.

• Proven track record of driving accountability and change across teams where authority is decentralized.

• Preferred: experience in healthcare technology, healthcare payer operations, BPaaS, SaaS, EPaaS, or highly regulated/transaction-intensive settings.

• Preferred: familiarity with Jira Service Management (JSM), enterprise ITSM platforms, observability/monitoring tools, PagerDuty or similar on-call tools, and workflow automation.

• Preferred: experience in supporting customer-specific integrations, data operations, third-party dependencies, and complex production release requirements.

• Candidates may need to undergo a pre-employment criminal background check.

• Must be able to work across multiple time zones in a hybrid or remote work environment.

🏝️ Benefits

• Remote work environment.

• Hybrid or remote work options available.

• May involve travel depending on company needs.

• Reasonable accommodations for individuals with disabilities.

• Equal opportunity employment.

• Pre-employment criminal background check required.