Remote IT Operations Manager - Healthcare Tech & Delivery

Wellframe; United States; Remote; USD 120,000 - 140,000; Full time

Job summary

HealthEdge, remotely based in the United States, seeks an IT Technical Operations Manager to assure operational health and performance of customer-facing healthcare technology environments. You will lead a dispersed team, coach staff, and drive continuous improvement across governance, risk, and service delivery.

This role balances hands-on operational leadership with people management, reports to Delivery Management, and requires 6+ years in production environments along with ITIL, ServiceNow,

Qualifications

• Bachelor's degree or higher in Computer Science, Engineering, Information Technology, Business, or a related field, or an equivalent combination of education and experience.
• 6+ years of experience supporting or managing customer-facing production environments.
• 2+ years of experience leading, coaching, and developing employees in an operational, technical support, or service delivery environment.
• Experience managing employee performance, career development, staffing, and workforce planning activities.
• Experience leading customer-facing operational delivery functions, including delivery management and customer/account interaction.
• Experience working in a technical support role within a complex architecture environment.
• Experience managing the health of production application environments.
• Experience working with healthcare payer platforms (e.g., Facets, QNXT, NASCO).
• Strong experience with service management, SLA tracking, operational reporting, and customer communications.
• Strong experience managing Sev1/Sev2 incidents, customer escalations, and operational risk.
• Coordinate and facilitate Sev 1 production incident war room bridge calls on an as needed basis
• Experience participating in customer governance, service reviews, and operational planning discussions.
• Experience coordinating with internal technology teams, vendors, and business partners.
• Experience working in an onshore/offshore operating model.
• Experience managing projects, tasks, and deliverables.
• Experience with ITIL practices and software delivery; ITIL certification is a plus.
• Experience with ServiceNow and Jira Service Management.
• Practical knowledge of SOWs, SLAs, Change Requests, and service management processes.
• Experience with SQL required.
• Experience with healthcare EDI transactions required (270, 271, 276, 277, 834, 835).
• Experience with ETL processing required.
• Experience with AWS/GCP desirable.
• Experience with SOAP desirable.
• Strong customer focus and ability to build trusted relationships.
• Strong leadership, communication, planning, coordination, and presentation skills.
• Ability to balance hands-on operational leadership with people leadership responsibilities.

Responsibilities

• Own operational performance, service delivery outcomes, and customer satisfaction across assigned customer accounts.
• Lead day-to-day production support activities for healthcare payer environments, including core administrative systems, integrated applications, and vendor-supported solutions.
• Drive incident resolution, root cause analysis, customer escalations, and operational priorities.
• Manage incidents and service activities through tools such as Jira and ServiceNow.
• Coordinate issue resolution across internal technology teams, infrastructure teams, vendors, and business partners.
• Plan and oversee maintenance events, production changes, and system upgrades.
• Develop and present SLA, operational performance, and service health reporting to customers and internal leadership.
• Monitor service performance and proactively address issues impacting operational stability or customer outcomes.
• Participate in after-hours support activities as needed.

Skills

Leadership

Customer focus

Communication

Incident management

Operational delivery

Project management

SLA tracking

Education

Bachelor's degree or higher in CS/Engineering/IT/Business or related field

Tools

ServiceNow

Jira Service Management

SQL

Job description

HealthEdge, remotely based in the United States, seeks an IT Technical Operations Manager to assure operational health and performance of customer-facing healthcare technology environments. You will lead a dispersed team, coach staff, and drive continuous improvement across governance, risk, and service delivery.

This role balances hands-on operational leadership with people management, reports to Delivery Management, and requires 6+ years in production environments along with ITIL, ServiceNow,