Note: The job is a remote job and is open to candidates in USA. HealthEdge is hiring a Director, IT Operations to establish and operate the service-management governance model for Client IT Operations. The role will strengthen service-management practices, drive cross-functional accountability, and improve operational communications and continuous improvement across a complex 24x7 environment.
Responsibilities
- Build and lead the Service Management Office, including the governance framework, operating cadence, standards, controls, templates, and performance mechanisms used 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 clear roles, decision rights, escalation paths, and accountability across Tech Ops, infrastructure/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, including ownership, timelines, evidence quality, corrective/preventive actions, cross-functional follow-through, and closure governance
- Lead Change and Release governance, including CAB effectiveness, production-readiness controls, risk assessment, rollback/testing expectations, release calendars, and post-change validation
- Create consistent 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 convert recurring incidents, manual processes, and control gaps into prioritized improvement initiatives
- Drive standardization across customer environments while allowing documented exceptions where contractual, technical, or customer-specific requirements demand variation
- Partner with tooling and observability teams to improve ITSM workflows, Jira/JSM utilization, telemetry, alerting, automation, and the quality of operational data used for governance and decision-making
- Establish and maintain service-management documentation, playbooks, templates, knowledge standards, and audit-ready evidence
- Build an effective onshore/offshore operating model that uses follow-the-sun capabilities while maintaining appropriate leadership, customer engagement, and executive communication coverage
- Develop SMO talent, establish measurable objectives, coach leaders and practitioners, and create a culture of 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 without relying solely on direct reporting relationships
- Provide concise, fact-based executive updates during high-severity events and periods of elevated operational risk
- Build trusted working relationships with customer-facing leaders, Technical Operations Managers, Technical Directors, infrastructure/platform teams, product and implementation organizations, vendors, and offshore delivery leaders
- Escalate systemic risks and accountability gaps early, with clear recommendations and decisions required
Skills
- 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 the ability to translate frameworks into pragmatic operating processes rather than compliance-only administration
- Experience leading major-incident response, executive/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 with experience using operational data, trends, and service metrics to identify risk and drive improvement
- Excellent written and verbal communication skills, including the ability to communicate complex operational issues clearly to executives and customers
- Demonstrated ability to drive accountability and change across teams where authority is distributed
- Experience in healthcare technology, healthcare payer operations, BPaaS, SaaS, EPaaS, or other highly regulated/transaction-intensive environments
- Experience with Jira Service Management (JSM), enterprise ITSM platforms, observability/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
Benefits
- Work in a hybrid or remote work environment
Company Overview
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