Remote: Head of Service Management & Incident Response

Pi Health, Inc.; United States; Remote; USD 150,000 - 230,000; Full time

Job summary

Pi Health, Inc. seeks a Director of Service Management to build and lead a customer-facing service desk from the ground up, owning full lifecycle support for the FICS platform. You will design the org, establish SLA frameworks, and recruit a 24/7 team to ensure rapid incident handling across time zones.

You will implement Jira Service Management and Confluence, create runbooks, and partner with sales, legal, and engineering to satisfy contractual commitments and executive reporting.

Qualifications

• 8+ years of progressive experience in service management, technical support, or IT operations.
• 3+ years in a leadership role managing multi-tiered support teams.
• Experience building a service desk from scratch or through significant transformation.
• Hands-on experience with Jira Service Management and Confluence integration.
• Deep ITIL knowledge: incident management, problem management, change management, and service level management.
• Experience managing contractual SLAs with enterprise customers.
• Strong cross-functional coordination across engineering, product, clinical operations, and customer success.
• Excellent communication, including executive-level reporting and customer-facing incident communications.

Responsibilities

• Build and stand up Pi Health's service desk including structure and staffing.
• Configure Jira Service Management workflows, SLAs, and customer portal.
• Define service catalog, severity classifications, and routing rules.
• Create runbooks and self-service knowledge articles.
• Define and manage P1–P4 SLA frameworks tied to contracts.
• Monitor SLA compliance and drive corrective actions.
• Lead incident lifecycle: detection, escalation, resolution, and post-incident reviews.
• Recruit and develop a 24/7 support team across time zones.
• Build dashboards and executive reporting for leadership visibility.

Skills

Leadership

ITIL

SLA management

Incident management

Problem management

Stakeholder communication

Jira Service Management

Confluence

SaaS/Cloud ops

Education

Bachelor's degree in IT/CS or related

Tools

Jira Service Management

Confluence

Job description

Technology Operations Remote (US) Full Time Reports to Head of Technology Operations & CISO

About the Role

As our customer base grows, spanning pharmaceutical sponsors, hospital sites, and internal clinical operations teams, we need a world-class service management function to ensure every user gets the support they need, every SLA is met, and every critical issue is resolved before it impacts a trial.

We are hiring a Director of Service Management to build and lead Pi Health's customer-facing service desk from the ground up. This role owns the full lifecycle of technical support for FICS, from designing the organizational structure, procedures, and SLA frameworks to recruiting the team that will deliver 24/7 coverage as Pi Health scales.

What You'll Do

Build the Service Desk Foundation

• Design and stand up Pi Health's customer-facing service desk, including organizational structure, staffing model (L1/L2/L3 tiers), and operating procedures
• Configure and optimize Jira Service Management: request types, workflows, SLA clocks, automation rules, customer portal, and Confluence knowledge base
• Create the service catalog defining supported request types, severity classifications, and routing rules
• Develop runbooks, troubleshooting guides, and self-service knowledge base articles covering the top issues across FICS modules

Own SLA Management & Contractual Compliance

• Define and manage severity-based SLA frameworks (P1–P4) aligned to pharmaceutical sponsor contracts, including response time, resolution time, and communication cadence commitments
• Monitor SLA compliance in real time and drive corrective actions when targets are at risk
• Partner with sales and legal to contribute SLA language to customer contracts and support RFP/RFI responses
• Deliver regular SLA compliance reporting to customers and internal leadership

Drive Incident & Problem Management

• Own the full incident lifecycle: detection, classification, escalation, resolution, closure, and post-incident review
• Coordinate war rooms and stakeholder communications for P1/P2 incidents, including root cause analysis reports
• Establish problem management processes to identify recurring issues, conduct trend analysis, and drive permanent fixes
• Partner with engineering to manage hotfix and release coordination for customer-impacting defects
• Build the technical escalation matrix from L1 through L3 and into engineering, with clear ownership and handoff criteria at each tier
• Design the clinical safety escalation path for platform issues that intersect with patient safety events (e.g., SAE reporting blockages)
• Establish a dedicated emergency channel for safety-impacting and trial-blocking issues that bypasses the standard queue

Build & Develop the Team

• Recruit, hire, and develop a high-performing support team from scratch
• Design career paths and training programs covering both FICS platform functionality and clinical trial domain knowledge
• Implement 24/7 coverage through a phased approach: on-call rotation initially, expanding to multi-timezone staffing as the team scales
• Foster a culture of accountability, continuous improvement, and customer empathy
• Define and track key service metrics: SLA compliance, MTTR, first-response time, ticket volumes by category, CSAT, and escalation rates
• Build dashboards and executive reporting for leadership visibility into service health
• Drive continuous improvement initiatives informed by data: knowledge base effectiveness, ticket deflection rates, recurring issue reduction
• Coordinate with product management to ensure the feature request pipeline from support is visible and prioritized

Qualifications

• 8+ years of progressive experience in service management, technical support, or IT operations in SaaS or cloud-based environments
• 3+ years in a leadership role managing multi-tiered support teams
• Demonstrated experience building a service desk or support function from scratch or through significant transformation
• Hands-on experience with Jira Service Management, including workflow configuration, SLA management, customer portal design, and Confluence integration
• Deep understanding of ITIL practices: incident management, problem management, change management, and service level management
• Experience managing contractual SLAs with enterprise B2B customers, including severity-based response and resolution frameworks
• Strong cross-functional coordination skills with the ability to work effectively across engineering, product, clinical operations, and customer success
• Excellent communication skills, including executive-level reporting and customer-facing incident communications
• Bachelor's degree in Information Technology, Computer Science, Business, or related field

Nice to Have

• Experience in healthcare, life sciences, pharmaceutical, or clinical trials technology
• Familiarity with regulated environments (GxP, HIPAA, 21 CFR Part 11) and understanding of how support activities interact with validated systems
• Experience designing and operating 24/7 or follow-the-sun support coverage models
• ITIL v4 Foundation or Expert certification
• Experience with complementary tooling: PagerDuty or Opsgenie, Statuspage, monitoring/alerting platforms
• Master's degree or MBA

Details

• Limited travel; remote US role
• 40 hours/week; overtime may be required on occasion
• On-call participation required for critical incident escalation

How to Apply

Send your resume and a brief note about service organizations you've built or transformed, how you've managed SLAs in high-stakes environments, and your approach to building support teams from scratch.

Pi Health is an equal opportunity employer.