Remote Director of Tech Service Delivery

Symmetrio; United States; Remote; USD 180,000 - 230,000; Full time

Job summary

Symmetrio is seeking a Director of Professional Services to lead customer onboarding, technical implementations, and support operations for a regulated healthcare SaaS environment.

You will partner with Customer Success, Product, Engineering, Platform, and Clinical teams to deliver secure, predictable services, manage executive escalations, and build a high‑performing technical service organization. This full-time remote role is ideal for candidates based in Central or Western United States.

Qualifications

• 8–10 years in B2B SaaS service delivery or IT operations roles
• 3–5 years leading customer-facing technical teams
• Experience with healthcare technology environments
• Strong knowledge of SaaS onboarding and incident management
• Experience partnering with Engineering and Platform teams

Responsibilities

• Lead and develop a high-performing Technology Service Operations function, including Support and Implementation resources
• Lead end-to-end technology service delivery across onboarding, integrations, application support, and ongoing operational support
• Establish and maintain structured service frameworks including SLAs, escalation pathways, case management standards, and operational reporting
• Ensure repeatable and secure onboarding processes for healthcare customers, including authentication, identity configuration, and connectivity validation
• Monitor service performance metrics and proactively address operational risks
• Drive continuous improvement across support tooling, documentation standards, and service workflows
• Act as the senior operational escalation point for customer technology and service-related matters
• Partner with Customer Success and Sales to support account health, renewals, and expansion initiatives
• Engage directly with hospital IT leadership, clinical stakeholders, and executive sponsors where required
• Provide structured service reviews and operational reporting to internal leadership and customers
• Ensure clear, professional, and timely communication during critical incidents or service-impacting events
• Own regional coordination of customer-impacting technology incidents
• Establish structured incident response standards and communication protocols
• Collaborate with Engineering and Reliability teams to address systemic risks and strengthen platform resilience
• Oversee technical onboarding processes including secure connectivity, SSO, directory integrations, and network configuration validation
• Partner with Engineering and Platform teams to streamline onboarding workflows and reduce time-to-value
• Identify recurring onboarding friction points and implement operational or tooling improvements
• Ensure integrations with customer IT environments meet security and compliance expectations
• Establish clear role definitions, accountability frameworks, and performance standards.
• Support hiring, onboarding, and professional development within the team.
• Foster a culture of structured troubleshooting, operational discipline, and customer-first thinking.
• Ensure alignment between service operations, product development, and commercial teams.

Job description

Symmetrio is seeking a Director of Professional Services to lead customer onboarding, technical implementations, and support operations for a regulated healthcare SaaS environment.

You will partner with Customer Success, Product, Engineering, Platform, and Clinical teams to deliver secure, predictable services, manage executive escalations, and build a high‑performing technical service organization. This full-time remote role is ideal for candidates based in Central or Western United States.