Director of IT Service Delivery

PACS

5d•$150,000 - $170,000•Onsite

About The Position

Reporting to the Sr Director of Engineering, the Director of Service Delivery provides strategic leadership and operational oversight for PACS’ enterprise Service Desk, delivering responsive, customer-focused technology support to clinical, operational, and corporate teams across PACS Services and its network of skilled nursing facilities. This role establishes the vision, operating model, and performance standards for technology support services while driving service maturity through ITSM best practices, automation, knowledge management, and continuous improvement. The Director partners closely with Engineering, EHR, Information Security, Systems, Telecom, and Operations teams to ensure support services scale effectively with organizational growth, acquisitions, and evolving business needs.

Requirements

8+ years of progressive experience in technology support, IT service management, or IT operations.
5+ years of leadership experience managing Service Desk, technical support, or IT service organizations.
Experience operating in mature ITSM/ITIL environments, including incident, problem, knowledge, change, and service level management.
Proven experience managing major incidents and enterprise-scale support operations.
Experience developing reporting, dashboards, and operational metrics to support data-driven decision-making.
Bachelor's degree in Information Technology, Computer Science, Business Administration, Healthcare IT, or a related field, or an equivalent combination of education and professional experience.
Ability to perform the essential functions of the position in a professional office environment.
Ability to participate in after-hours escalation support and major incident response activities as business needs require.
Strong knowledge of Microsoft 365, identity and access management, endpoint management, and infrastructure/networking fundamentals.
Demonstrated expertise in IT service management methodologies, service operations, and support delivery best practices.
Strong analytical, problem-solving, and operational planning skills.
Exceptional verbal and written communication skills, including the ability to translate technical concepts into business impact for executive audiences.
Ability to influence and collaborate effectively across technical and business functions.
Strong leadership, organizational, change management, and team development capabilities.
High degree of ownership, accountability, professionalism, discretion, and sound judgment in high-visibility situations.

Nice To Haves

Experience in healthcare or another highly regulated industry, preferably skilled nursing, post-acute care, or related healthcare environments.
Experience with ServiceNow or comparable ITSM platforms.
Experience supporting technology integrations associated with acquisitions and multi-site organizational growth.
ITIL Foundation (strongly preferred)
ITIL Managing Professional
HDI Support Center Manager
Certified Service Desk Manager
PMP
Lean Six Sigma
Microsoft certifications
Relevant cybersecurity certifications.

Responsibilities

Lead the strategy, operating model, and performance management of the enterprise Service Desk, ensuring consistent, high-quality support services across corporate offices and skilled nursing facilities.
Direct incident management, request fulfillment, escalation processes, knowledge management, and support communications to improve service quality, operational efficiency, and end-user satisfaction.
Serve as the senior escalation point for major incidents, executive-impacting issues, and critical service disruptions, coordinating cross-functional response efforts and driving post-incident review and improvement initiatives.
Champion a customer-first support culture through service excellence programs, Executive & VIP Support standards, self-service capabilities, automation, AI-enabled service management tools, and continuous process improvement.
Establish and monitor service delivery metrics, including SLAs, OLAs, operational KPIs, customer satisfaction, and support performance reporting, providing recommendations and insights to Technology and executive leadership.
Recruit, develop, and retain high-performing service delivery leaders and support professionals through workforce planning, coaching, performance management, training, and career development initiatives.