Director, IT Operations

HealthEdge•Remote,

1d•$182,000 - $198,000•Remote

About The Position

The Director, IT Operations is accountable for establishing and operating the service-management governance model for Client IT Operations. The role creates the standards, operating discipline, governance, and management mechanisms needed to deliver consistent, predictable, and transparent technology operations across a complex 24x7 BPaaS/EPaaS environment. The Director leads the Service Management Office (SMO) and strengthens Incident, Problem/RCA, Change, Release, Knowledge, and Service Governance practices. The SMO owns process, governance, communication standards, escalation discipline, and enforcement mechanisms; technical teams remain accountable for technical diagnosis, remediation, recovery, and permanent corrective action. The Director drives cross-functional accountability, executive-quality communications, and measurable continuous improvement across onshore and offshore delivery organizations. This senior operational partner works with the VP, Client IT Operations, technology and business leaders, customer-facing leaders, technical teams, vendors, and offshore delivery leaders. The position is remote in the US and involves work across multiple time zones in a hybrid or remote environment. Travel may be required depending on company needs.

Requirements

10+ years of progressive experience in IT operations, service management, production support, technology delivery, or related disciplines, including significant leadership responsibility.
Demonstrated leadership of enterprise Incident, Problem, Change, Release, or broader IT Service Management functions in complex, high-availability environments.
Strong working knowledge of ITIL practices and ability to translate frameworks into pragmatic operating processes rather than compliance-only administration.
Experience leading major-incident response, executive and customer communications, RCA governance, and cross-functional remediation.
Proven ability to design or materially improve service-management operating models, governance structures, workflows, metrics, and tooling.
Experience operating across global onshore/offshore teams and 24x7 service environments.
Strong analytical capability, including use of operational data, trends, and service metrics to identify risk and drive improvement.
Excellent written and verbal communication skills, including ability to explain complex operational issues clearly to executives and customers.
Demonstrated ability to drive accountability and change across teams where authority is distributed.
Ability to work across multiple time zones in a hybrid or remote work environment.
Ability to meet the stated physical demands, including long periods sitting and/or standing in front of a computer using video technology; occasional movement around the office; and the listed vision abilities.
May be required to travel depending on company needs.

Nice To Haves

Experience in healthcare technology, healthcare payer operations, BPaaS, SaaS, EPaaS, or other highly regulated or transaction-intensive environments.
Experience with Jira Service Management (JSM), enterprise ITSM platforms, observability or monitoring platforms, PagerDuty or comparable on-call tooling, and workflow automation.
Experience supporting environments with significant customer-specific integrations, data operations, third-party dependencies, and complex production release requirements.

Responsibilities

Build and lead the Service Management Office, including its governance framework, operating cadence, standards, controls, templates, and performance mechanisms across Client IT Operations.
Own the service-management process framework for Incident Management, Problem Management/RCA, Change Management, Release Management, Knowledge Management, and related service-governance practices.
Establish roles, decision rights, escalation paths, and accountability across Tech Ops, infrastructure and platform teams, product teams, implementation teams, Service Desk, customers, and third-party partners.
Lead governance for major incidents and service disruptions, ensuring disciplined process execution, timely stakeholder engagement, effective bridge management, clear escalation, and high-quality internal and customer communications.
Define and enforce RCA standards for ownership, timelines, evidence quality, corrective and preventive actions, cross-functional follow-through, and closure governance.
Lead Change and Release governance, including CAB effectiveness, production-readiness controls, risk assessment, rollback and testing expectations, release calendars, and post-change validation.
Create executive and customer communication standards for incidents, service health, operational risk, planned changes, and material service issues.
Develop service-governance scorecards and management reporting covering SLA performance, incident trends, change quality, RCA completion, recurring failure patterns, operational risk, and continuous-improvement commitments.
Partner with technical leaders to identify systemic operational issues and turn recurring incidents, manual processes, and control gaps into prioritized improvement initiatives.
Drive standardization across customer environments while allowing documented exceptions for contractual, technical, or customer-specific requirements.
Partner with tooling and observability teams to improve ITSM workflows, Jira/JSM utilization, telemetry, alerting, automation, and operational data quality.
Establish and maintain service-management documentation, playbooks, templates, knowledge standards, and audit-ready evidence.
Build an effective onshore/offshore operating model using follow-the-sun capabilities while maintaining appropriate leadership, customer engagement, and executive communication coverage.
Develop SMO talent, set measurable objectives, coach leaders and practitioners, and foster ownership, transparency, urgency, and continuous improvement.
Serve as a senior operational partner to the VP, Client IT Operations and other technology and business leaders.
Influence across organizational boundaries, provide concise and fact-based executive updates during high-severity events and elevated operational risk, and escalate systemic risks and accountability gaps with clear recommendations.
Build trusted working relationships with customer-facing leaders, Technical Operations Managers and Directors, infrastructure and platform teams, product and implementation organizations, vendors, and offshore delivery leaders.