Director, IT Operations

🔥 28 minutes ago

🇺🇸 United States – Remote

💵 $182k - $198k / year

⏰ Full Time

🔴 Lead

⚙️ Operations

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HealthEdge

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

Healthcare • Consulting • Healthcare Insurance

HealthEdge is a company that specializes in providing advanced solutions for healthcare payers through its HealthRules Solutions Suite. This suite includes a comprehensive digital claims administration processing system, care management workflow solutions, and payment integrity solutions, which aim to enhance operational efficiency and improve quality of care for health plans. By leveraging integrated technology and automation, HealthEdge helps health plans eliminate data silos, increase payment accuracy, and elevate member experience, thereby transforming the healthcare landscape for better collaboration and accessibility.

📋 Description

• 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

• 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

• 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