Senior Director, IT Operations, Delivery & End User Services

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🔥 1 minute ago

🌲 North Carolina – Remote

🌲 North Carolina – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

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Lumexa Imaging

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2018

🏥 Healthcare

🤝 B2B

Healthcare • B2B

Lumexa Imaging is a national outpatient diagnostic imaging company building partnerships with health systems to expand access to advanced medical imaging. It operates 185+ outpatient imaging centers across 13 states (including 85+ centers run as joint ventures with health systems), provides centralized scheduling, subspecialized radiologist interpretations (including teleradiology through its Connexia offering), and leverages AI and state-of-the-art equipment to improve clinical quality and operational efficiency. Lumexa focuses on patient experience, convenient outpatient care that can be lower-cost than hospital outpatient departments, and collaborative joint ventures with health systems.

📋 Description

• Lead day-to-day and strategic IT operations, focusing on service reliability, performance, and operational efficiency • Establish and monitor KPIs, SLAs, and OLAs to ensure consistent service quality • Drive process optimization, automation, proactive monitoring, and continuous service improvement • Oversee incident response, escalation management, service restoration, and major incident coordination • Lead ITSM processes covering incident, problem, change, release, and configuration management • Develop and execute global service desk strategies across phone, chat, portal, and virtual-agent channels • Lead employee-facing end-user services, including deskside support, endpoint services, workplace technologies, and digital workplace initiatives • Oversee identity lifecycle management, authentication, authorization, SSO, MFA, federation, RBAC, PAM, and access governance strategy • Manage strategic vendors, managed service providers, service reviews, contracts, and third-party value realization • Partner with cybersecurity, risk, and compliance teams on secure operations, audits, and remediation • Manage operational budgets, cost optimization, business cases, investments, and resource allocation • Lead and develop managers and teams across IT operations, service delivery, service desk, end-user services, major incident management, and identity management • Report to the Vice President, IT Operations and Delivery

🎯 Requirements

• Bachelor's degree in Information Technology, Computer Science, or related field • 5+ years of progressive IT leadership experience • Experience leading IT operations, service delivery, service desk, end-user services, or identity management • Proven experience managing large-scale IT service organizations and operational teams • Experience leading major incident management, service transformation, operational improvement, and IAM modernization initiatives • Strong understanding of ITSM frameworks and ITIL best practices • Experience with service management platforms, incident management systems, and workplace technology solutions • Knowledge of automation, self-service technologies, analytics, digital employee experience platforms, and AIOps tools • Understanding of service performance monitoring and operational reporting • Knowledge of Microsoft Entra ID (Azure AD), Active Directory, SSO, MFA, PAM, identity governance, and access certification processes • Familiarity with Zero Trust security principles and access governance frameworks • Strong communication and stakeholder management skills • Ability to influence senior leaders and drive cross-functional collaboration • Experience leading distributed teams and managing organizational change • Strong operational and financial management capabilities • Ability to lead teams through high-pressure incident situations

🏖️ Benefits

• Continuous improvement and professional growth opportunities • Employee engagement and leadership development support • Exposure to strategic technology initiatives and cross-functional collaboration