Remote Director, IT Operations & Service Governance

Wellframe; United States; Remote; USD 182,000 - 198,000; Full time

Job summary

HealthEdge is seeking a Director of IT Operations to establish and run the service-management governance model across a complex 24x7 BPaaS/EPaaS environment. You will drive incident, RCA, change, and knowledge governance while ensuring accountability across onshore and offshore teams, with executive-level communications.

The role emphasizes operational discipline, standardization, and continuous improvement, reporting into senior leadership and collaborating with product, infrastructure, and

Qualifications

• 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 translating 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 with data-driven approach to identify risk and drive improvement.
• Excellent written and verbal communication skills for executives and customers.

Responsibilities

• Build and lead the Service Management Office and governance framework.
• Own the service-management process framework for Incident, Problem, Change, Release, Knowledge, and governance.
• Define roles, escalation paths, and accountability across Tech Ops, product, and customer teams.
• Lead governance for major incidents and service disruptions with clear communications.
• Define RCA standards including actions, timelines, and closure governance.
• Lead Change and Release governance, CAB effectiveness, and production-readiness controls.
• Create executive and customer communication standards on incidents and service health.
• Develop service governance scorecards and reporting on SLA, incidents, RCA, and risk.
• Partner with leaders to identify systemic issues and drive improvement programs.
• Standardize across customer environments with controlled exceptions as needed.
• Collaborate with tooling teams to improve ITSM workflows and data quality.
• Maintain service-management documentation, playbooks, and audit-ready evidence.
• Develop onshore/offshore operating model with follow-the-sun coverage.
• Build SMO talent and a culture of ownership and continuous improvement.

Skills

IT Ops leadership

Incident governance

RCA governance

Executive communication

Cross-functional collaboration

ITIL knowledge

Tools

Jira Service Management

Observability tools

Job description

HealthEdge is seeking a Director of IT Operations to establish and run the service-management governance model across a complex 24x7 BPaaS/EPaaS environment. You will drive incident, RCA, change, and knowledge governance while ensuring accountability across onshore and offshore teams, with executive-level communications.

The role emphasizes operational discipline, standardization, and continuous improvement, reporting into senior leadership and collaborating with product, infrastructure, and