Head of IT Operations & Service Governance (Remote)

HealthEdge; United States; A distancia; USD 182.000 - 198.000; Jornada completa

Descripción de la vacante

HealthEdge is seeking a Director of IT Operations to establish and operate the service-management governance model for Client IT Operations in a 24x7 BPaaS/EPaaS environment.

You will standardize Incident, Problem/RCA, Change, Release, and Knowledge governance, and ensure accountability across onshore and offshore delivery teams.

This leadership role emphasizes governance, executive communication, and measurable continuous improvement to deliver reliable technology operations.

Formación

• 10+ years in IT operations or service management with leadership responsibility.
• Experience leading enterprise Incident, Problem, Change, or release governance in high-availability environments.
• Strong ITIL knowledge and ability to translate frameworks into pragmatic processes.
• Experience with global onshore/offshore teams and 24x7 operations.

Responsabilidades

• Build and lead the Service Management Office with governance framework, standards, controls and reporting.
• Own the service-management process framework for Incident, Problem, Change, Release, Knowledge and related governance.
• Define roles, escalation paths, and accountability across Tech Ops, platform teams, product teams, Service Desk and partners.
• Lead governance for major incidents and service disruptions with timely stakeholder engagement and clear communications.
• Define RCA standards including ownership, timelines, evidence and corrective actions.
• Lead Change and Release governance with CAB effectiveness and release calendars.
• Create executive and customer communication standards for incidents and service health.
• Develop service governance scorecards and management reporting on SLA, incidents, changes and risk.
• Partner with technical leaders to convert recurring issues into improvement initiatives.
• Drive standardization across customer environments with documented exceptions when needed.
• Collaborate with tooling teams to improve ITSM, telemetry, automation and data quality.

Conocimientos

IT operations leadership

ITIL knowledge

incident & problem management

change & release governance

executive communication

cross-team collaboration

global/offshore delivery

risk identification & governance

data-driven decision making

stakeholder management

Descripción del empleo

HealthEdge is seeking a Director of IT Operations to establish and operate the service-management governance model for Client IT Operations in a 24x7 BPaaS/EPaaS environment.

You will standardize Incident, Problem/RCA, Change, Release, and Knowledge governance, and ensure accountability across onshore and offshore delivery teams.

This leadership role emphasizes governance, executive communication, and measurable continuous improvement to deliver reliable technology operations.