Senior Director, IT Operations

Sr. Director of ITSM & Global Operations

HealthEdge is seeking an experienced and visionary Sr. Director of ITSM & Global Operations to join our Reliability Engineering and Operations (REO) organization. The ideal candidate is a transformational leader who brings strategic thought leadership, deep technical acumen, and a track record of delivering scalable, efficient, and resilient global operations. This role is pivotal in driving operational excellence, fostering collaboration across business and technology teams, and ensuring that our ITSM framework and global operations capabilities evolve in alignment with business goals and customer needs.

This position will report to the VP of REO, who oversees the tooling and processes that monitor the state of HealthEdge's platform. The Sr. Director will lead globally distributed teams and drive operational strategy, governance, and execution across ITSM functions, including critical incident management processes. This role ensures HealthEdge achieves consistent service availability, operational reliability, and customer satisfaction.

Our Technology Team is a dynamic group of innovators reshaping the future of healthcare technology. This team thrives on collaboration, bringing together top talent from diverse backgrounds to create scalable, secure, and cutting-edge platforms. With expertise in cloud infrastructure, AI, and user experience design, they enable transformation for healthcare health plan solutions. Beyond technical excellence, the HealthEdge Technology Team is passionate about empowering clients. They prioritize transparency, thoughtful resource allocation, and a commitment to seamless experiences. Guided by visionary leadership and a deep enthusiasm for innovation, this group is redefining what's possible in healthcare technology.

Your Impact :

• Lead, scale, and continuously improve IT Service Management processes, including event, incident, problem, change, configuration, release, and knowledge management, ensuring alignment with ITIL / industry best practices.
• Drive operational strategy for HealthEdge, ensuring processes, capabilities, and team structures evolve to meet future growth, operational priorities, and business objectives.
• Partner with Engineering, Security, Product, and Customer Success to ensure seamless service delivery, rapid incident resolution, and a focus on proactive resiliency.
• Establish and refine metrics, KPIs, and SLAs to measure operational performance, drive accountability, and enable data-driven decision making.
• Champion automation, observability, and self-service capabilities to reduce manual toil and accelerate incident detection, response, and resolution.
• Oversee global operations centers and distributed support teams, ensuring 24x7x365 coverage, operational consistency, and a 'follow-the-sun' support model.
• Serve as an executive escalation point for major incidents and drive post-mortem and root-cause analysis to ensure long-term stability and customer trust.
• Mentor and develop senior managers and technical leaders, fostering a culture of continuous learning, accountability, and innovation.
• Drive adoption of modern ITSM technologies and tools, enabling scale, flexibility, and actionable insights.
• Represent ITSM & Global Operations in executive forums, articulating operational health, risks, and strategies to senior leadership and customers.

What You Bring : Knowledge, Skills & Abilities

Experience

Education

Leadership Competencies

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.

Geographic Responsibility : While HealthEdge is located in Boston, MA you may live anywhere in the US Type of Employment : Full-time, permanent

Work Environment : The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job :

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.