Remote Principal, System Operations & ITSM Leader

Gainwell Technologies; North Charleston (SC); Remote; USD 99,000 - 141,000; Full time

Benefits offered by this job

401(k) match

Health benefits

Education assistance

Flexible vacation policy

Job summary

Gainwell Technologies seeks a Principal, System Operations Manager to lead the performance, availability, modernization, and delivery of MMIS systems and related enterprise services. This role drives ITSM maturity, governance, and cross-functional coordination to ensure secure, scalable operations.

As a core member of the account leadership team, you will own system health, escalation protocols, and alignment with contractual outcomes, guiding the systems team’s technical delivery and

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Engineering OR related field.
• 10+ years in IT systems engineering, operations, or infrastructure leadership (Medicare MIS or healthcare platform experience preferred).
• 5+ years in technical and service delivery leadership roles.
• Deep expertise in ITIL4, ITSM, and technical project execution within complex, regulated environments.
• Knowledge of HIPAA, SOC, and enterprise compliance frameworks.

Responsibilities

• Own end-to-end Gainwell system availability, performance monitoring, and operational continuity.
• Lead RCA and implement permanent corrective actions for major incidents (P1/P2).
• Maximize system updates, patches, and troubleshooting efforts; manage defect tracking.
• Oversee ITSM processes, incidents, changes, and service requests per ITIL4.
• Coordinate with clients and internal teams to align on solution roadmaps and delivery timelines.

Skills

IT leadership

ITIL4

Regulated environments

Stakeholder management

Education

Bachelor’s degree in CS/IS/Engineering

Master’s degree or PMP preferred

Job description

Gainwell Technologies seeks a Principal, System Operations Manager to lead the performance, availability, modernization, and delivery of MMIS systems and related enterprise services. This role drives ITSM maturity, governance, and cross-functional coordination to ensure secure, scalable operations.

As a core member of the account leadership team, you will own system health, escalation protocols, and alignment with contractual outcomes, guiding the systems team’s technical delivery and