Director, IT Service Management

OpenLoop Health

About The Position

OpenLoop is seeking a Director, IT Service Management & IT PMO to oversee IT delivery and governance. This role will lead the service desk, ITIL process operations, ITSM platform, and the IT Project Management Office (PMO). The objective is to establish IT as a measurable and reliable service for the business, managing HIPAA-regulated systems critical to clinicians and patients.

Requirements

10+ years in IT, with at least 5 years leading IT service management, service desk, or IT operations.
Proven track record running an ITSM platform at scale (e.g., ServiceNow, Jira Service Management, Freshservice).
Proficiency in ITIL v4, with practical experience managing incident, problem, and change processes.
Experience leading an IT PMO or similar IT delivery function from intake to outcomes.
Healthcare experience, including understanding of HIPAA, working with clinicians, and regulated environments.
Demonstrated people leadership skills, including team building, promoting managers, and improving underperforming functions.
Strong financial acumen, with experience managing multi-million dollar IT operating budgets and SaaS portfolios.
Direct, data-driven communication skills, capable of engaging with executives and technical teams.
Bachelor's degree in a related field, or equivalent experience.

Nice To Haves

ITIL v4 Managing Professional or Strategic Leader certification.
Experience supporting a multi-entity or subsidiary structure.
Background in high-growth digital health, telehealth, or other regulated services environments.
Familiarity with NIST CSF, HITRUST, or SOC 2 control environments.

Responsibilities

Manage the service desk and end-user support, including staffing models, SLAs, ticket quality, and CSAT.
Own ITIL v4 processes such as incident, problem, change, request fulfillment, knowledge management, and service catalog.
Administer, configure, automate, integrate, and roadmap the ITSM platform.
Lead major incident management, including coordination, executive communications, and post-incident reviews.
Oversee asset and license management, covering hardware lifecycle, SaaS spend, and software compliance.
Track and act upon service metrics like uptime, MTTR, first-contact resolution, and CSAT.
Manage the intake, prioritization, and sequencing of IT initiatives in collaboration with business leaders.
Establish project delivery standards for scope, planning, status reporting, change control, and closeout.
Perform resource and capacity planning across the IT portfolio.
Collaborate with Engineering, Security, Compliance, Clinical Operations, and subsidiaries.
Manage vendors and Statements of Work (SOW) for IT projects, including budget tracking and outcome accountability.
Hire, coach, and grow a team of 6-15 individuals across ITSM and the IT PMO.
Set quarterly OKRs, manage an operating cadence, and develop career paths for the team.
Partner with IS and Compliance to ensure HIPAA controls are audit-ready.
Represent IT to the executive team with clear, data-driven communication.