Director, IT Operations

HealthEdge

. Build and lead the Service Management Office, including governance frameworks, operating cadence, standards, controls, templates, and performance mechanisms .

Posted 10/16/2026full-timeRemote • United StatesLead💰 $182,000 - $198,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in IT Service Management, including Incident, Problem, Change, and Release governance, with a strong focus on operational excellence and continuous improvement. Proven ability to lead cross-functional teams, drive accountability, and communicate effectively with stakeholders in high-availability environments.

Highest-signal resume keywords

ITIL PracticesIncident ManagementChange GovernanceService Management Operating ModelsJira Service Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service ManagementOperational Risk ManagementRoot Cause Analysis (RCA)Performance MetricsGovernance FrameworksProcess ImprovementAnalytical CapabilityDocumentation StandardsStakeholder EngagementEscalation Management

Soft Skills

LeadershipCommunicationCollaborationCoachingAccountability

Tools & Technologies

Jira Service Management (JSM)ITSM PlatformsObservability PlatformsPagerDutyWorkflow Automation

Industry Keywords

Healthcare TechnologyBPaaSSaaSEPaaSHigh-Availability Environments

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Build and lead the Service Management Office, including governance frameworks, operating cadence, standards, controls, templates, and performance mechanisms
Own the service-management process framework for Incident, Problem/RCA, Change, Release, Knowledge, and related service-governance practices
Establish roles, decision rights, escalation paths, and accountability across technology, product, implementation, service desk, customer, and third-party teams
Lead governance for major incidents and service disruptions, including process execution, stakeholder engagement, bridge management, escalation, and communications
Define and enforce RCA standards, 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 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 failures, operational risk, and continuous improvement
Partner with technical leaders to identify systemic operational issues and prioritize improvement initiatives
Drive standardization across customer environments while managing documented exceptions
Partner with tooling and observability teams to improve ITSM workflows, Jira/JSM utilization, telemetry, alerting, automation, and operational data quality
Establish service-management documentation, playbooks, templates, knowledge standards, and audit-ready evidence
Build an onshore/offshore follow-the-sun operating model with appropriate leadership and communication coverage
Develop SMO talent, set objectives, coach leaders and practitioners, and promote ownership, transparency, urgency, and continuous improvement
Serve as a senior operational partner to the VP, Client IT Operations and other technology and business leaders
Provide concise, fact-based executive updates during high-severity events and elevated operational risk
Build relationships with customer-facing leaders, technical teams, vendors, and offshore delivery leaders
Escalate systemic risks and accountability gaps with clear recommendations and required decisions

Requirements

What you’ll need

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
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 using operational data, trends, and service metrics to identify risk and drive improvement
Excellent written and verbal communication skills, including communicating complex operational issues clearly to executives and customers
Demonstrated ability to drive accountability and change across teams where authority is distributed
Preferred: experience in healthcare technology, healthcare payer operations, BPaaS, SaaS, EPaaS, or highly regulated/transaction-intensive environments
Preferred: experience with Jira Service Management (JSM), enterprise ITSM platforms, observability/monitoring platforms, PagerDuty or comparable on-call tooling, and workflow automation
Preferred: experience supporting customer-specific integrations, data operations, third-party dependencies, and complex production release requirements
Candidates may be required to undergo a pre-employment criminal background check
Must work across multiple time zones in a hybrid or remote work environment

Benefits

Comp & perks

Remote work environment
Hybrid or remote work environment
May require travel dependent on company needs
Reasonable accommodations for individuals with disabilities
Equal opportunity employment
Pre-employment criminal background check