Director, IT Service Management

🕒 Maio 28

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OpenLoop

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2020

☁️ SaaS

🤝 B2B

🏢 Corporativo

💰 $15.000.000 Series A - OpenLoop Health em 2023-03

SaaS • B2B • Enterprise

A OpenLoop é uma plataforma de telemedicina marca branca e fornecedora de serviços gerenciados que ajuda as organizações a lançar e escalar programas de atendimento virtual. Combina tecnologia SaaS personalizável (agendamento, reservas, pagamentos, integrações EHR/API) com equipe clínica, credenciamento, cobertura de pagamento e RCM, suporte regulatório/jurídico e suporte ao paciente 24/7. A OpenLoop atende planos de saúde, hospitais e sistemas de saúde, varejistas, empregadores e empresas de saúde digital com operações impulsionadas por IA, uma rede nacional de médicos e ampla cobertura de seguros, incluindo Medicare e Medicaid.

Descrição

• Own how IT delivers and governs work across OpenLoop • Lead the team that runs our service desk, ITIL process operations, ITSM platform, and IT Project Management Office • Set the standards, build the systems, and lead the people that turn IT into a measurable, reliable service • Service desk and end-user support — staffing model, SLAs, ticket quality, and CSAT • ITIL v4 process ownership: incident, problem, change, request fulfillment, knowledge, service catalog • ITSM platform administration, configuration, automation, integrations, and roadmap • Major incident management — coordination, exec communications, and post-incident reviews • Asset and license management — hardware lifecycle, SaaS spend, software compliance • Service metrics — uptime, MTTR, first-contact resolution, CSAT — and the cadence to act on them • Intake, prioritize, sequence of IT initiatives in partnership with all business leaders • Project delivery standards — scope, plan, status report, change control, and closeout • Resource and capacity planning across the IT portfolio • Execute with Engineering, Security, Compliance, Clinical Operations, and subsidiaries • Hire, coach, and grow a team of 6–15 across ITSM and the IT PMO • Set quarterly OKRs, run an operating cadence, and build career paths • Partner with IS and Compliance to keep HIPAA controls audit-ready • Represent IT to the executive team — clearly, with data, and with a point of view

🎯 Requisitos

• 10+ years in IT, with 5+ years leading IT service management, service desk, or IT operations • Track record running an ITSM platform at scale (ServiceNow, Jira Service Management, Freshservice, or equivalent) • ITIL v4 fluent — you’ve run incident, problem, and change in practice, not just on paper • Experience leading an IT PMO or comparable IT delivery function from intake to outcomes • Healthcare experience required — you understand HIPAA, working alongside clinicians, and the audit posture a regulated environment demands • Proven people leader — you’ve built teams, promoted managers, and turned around an underperforming function • Strong financial discipline — you’ve owned a multi-million-dollar IT operating budget and SaaS portfolio • Direct, data-driven communicator who can move between an executive briefing and a Tier 1 ticket triage in the same day • Bachelor’s degree in a related field, or equivalent experience. • ITIL v4 Managing Professional or Strategic Leader certification (Preferred) • Experience supporting a multi-entity / subsidiary structure (Preferred) • Background in high-growth digital health, tele-health, or another regulated services environment (Preferred) • Familiarity with NIST CSF, HITRUST, or SOC 2 control environments (Preferred)

🏖️ Benefícios

• Medical, Dental, and Vision plans • Flexible Spending/Health Savings Accounts • Flexible PTO • 401(k) + Company Match • Life Insurance, Pet insurance, and more