Director, IT Operations

🕒 Outubro 16

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $182.000 - $198.000 / ano

⏰ Tempo Integral

🔴 Especialista

⚙️ Operações

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HealthEdge

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2005

🏥 Saúde

💼 Consultoria

⚕️ Seguro de Saúde

Healthcare • Consulting • Healthcare Insurance

HealthEdge é uma empresa especializada em oferecer soluções avançadas para operadoras de saúde por meio do seu HealthRules Solutions Suite. Esse conjunto inclui um sistema digital abrangente de administração e processamento de sinistros, soluções de fluxos de trabalho (workflows) para gestão do cuidado e soluções de integridade de pagamentos, com o objetivo de ampliar a eficiência operacional e melhorar a qualidade do cuidado para os planos de saúde. Ao alavancar tecnologia integrada e automação, a HealthEdge ajuda os planos a eliminar silos de dados, aumentar a precisão dos pagamentos e elevar a experiência dos beneficiários, transformando o ecossistema de saúde para maior colaboração e acessibilidade.

Descrição

• 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

🎯 Requisitos

• 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

🏖️ Benefícios

• 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

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