Director, IT Service Operations & Governance

HealthEdge Software, Inc.

United States

Remote

USD 182,000 - 198,000

Full time

7 days ago

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Job summary

HealthEdge is seeking a Director of IT Operations to establish and run the service-management governance model across a 24x7 BPaaS/EPaaS environment. You will build standards, governance, and management mechanisms to deliver predictable technology operations, influencing onshore and offshore delivery teams and ensuring clear ownership and escalation paths.

The role focuses on strengthening Incident, Problem/RCA, Change, Release, Knowledge, and Service Governance practices, while maintaining

Qualifications

10+ years in IT operations and service management.
Proven leadership of enterprise ITSM in high-availability environments.
Strong ITIL knowledge and practical governance experience.
Experience with major incident response and RCA governance.
Experience with onshore/offshore delivery teams.

Responsibilities

Build and lead the Service Management Office with governance framework and performance mechanisms.
Own the service-management process framework for Incident, Problem, Change, Release, Knowledge, and related governance.
Define roles, decision rights, and escalation across Tech Ops, product, and support teams.
Lead governance for major incidents and service disruptions with timely stakeholder engagement and communications.
Develop RCA standards, ownership, timelines, and corrective actions.
Lead Change and Release governance including CAB effectiveness and production-readiness controls.
Create executive and customer communication standards for incidents and service health.