Senior Manager - ITSM

Judi Health•Charlotte, NC

2d•Hybrid

About The Position

Judi Health is a health technology company providing benefit administration solutions to employers, unions, health plans, and government entities. Judi Health replaces fragmented, outdated systems with the industry's first Unified Claims Processing™ architecture, seamlessly consolidating pharmacy and medical benefit administration on a single, secure platform. By delivering true price transparency, eliminating unnecessary middleman fees, and leveraging advanced AI-powered care delivery, Judi Health helps clients achieve unprecedented operational efficiency and service levels. At Judi Health, we're deploying the infrastructure our country needs to deliver the healthcare we all deserve. We are the intelligence platform powering benefits plans for millions of Americans and proudly leading the next generation of care. Location: Hybrid 3 days (offices in NYC, Denver, CO and Charlotte, NC area) Position Summary Judi Health is looking for a Senior Manager, ITSM to own and build the processes that will keep our infrastructure stable and resilient. In this role you will educate and advise internal stakeholders on best practices for managing Incident Response, post response tracking and remediation, and operational maturity. This role will report to the VP of Information Technology, and will assist all internal technology teams in our journey towards a comprehensive and robust ITSM footing.

Requirements

Undergraduate degree in a related field or the equivalent combination of training and experience
Minimum eight years related IT experience, including five years in technology operations, IT Service Management, or related disciplines
5+ years of leadership experience, including managing teams and/or managers
Experience leading incident, problem, and/or change management in a large-scale, production environment
Proven ability to operate in high-pressure, real-time situations
Strong leadership experience, including managing teams and/or managers
Familiarity with ITSM frameworks (e.g., ITIL)
Ability to influence across teams and communicate clearly with stakeholders, including leadership
Experience working in complex technology environments (infrastructure, applications, cloud)

Responsibilities

Lead incident management, problem management, and change coordination, ensuring consistent execution and operational readiness
Build out team to manage function, as workload/program grows
Oversee incident response, including coordination across technical and business teams, post outage
Lead root cause analysis and follow-up actions, ensuring issues are fully understood and addressed to prevent recurrence
Oversee enterprise change management, including planning, scheduling, approvals, and conflict resolution to minimize production risk
Partner with engineering and delivery teams to strengthen release readiness, change quality, and system resiliency
Identify patterns and trends across incidents and changes, connecting insights across ITSM domains to reduce risk and improve service reliability
Collaborate with the Process Engineering team to build out the workflows, reporting, and processes required to drive ITSM across the organization
Use operational insights to drive improvements across processes, tooling, and team capability, reducing downtime and improving system stability
Define and track key metrics related to service health, incident response, and change performance
Foster a culture of accountability, continuous learning, and operational excellence across the team