Position Overview: 

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. 

About Technology Team: 

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

• Deep expertise in ITIL/ITSM frameworks, with proven success tailoring them to SaaS, cloud-native, and DevOps environments. 

• Strong technical acumen in cloud operations (AWS, Azure, or GCP), monitoring/observability platforms, automation/orchestration, and incident management tooling (e.g., ServiceNow, PagerDuty, Datadog, Splunk). 

• Exceptional ability to analyze complex operational data, identify trends, and recommend strategic improvements. 

• Adept at balancing strategic vision with tactical execution, ensuring both day-to-day operational reliability and long-term scalability. 

• Executive presence with excellent written, verbal, and visual communication skills—able to translate technical concepts into business impact. 

• Skilled in cross-functional influence and stakeholder management, capable of aligning diverse groups around common goals. 

• Proven change leader, with the ability to drive adoption of new tools, processes, and ways of working across global organizations. 

Experience

• 15+ years of progressive experience in technology operations, reliability engineering, or ITSM functions, with 7+ years leading large, globally distributed teams. 

• Demonstrated success building and scaling ITSM processes in a SaaS or cloud-first company, ideally in healthcare technology or other highly regulated industries. 

• Proven record of managing global operations centers and implementing a 24x7 operational support model. 

• Experience leading major incident management, executive-level communications, and customer-facing escalations. 

• Track record of driving automation, AI/ML-enabled operations, and observability initiatives that materially improved service reliability and reduced costs. 

Education

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related technical field, or equivalent related experience required. 

• Master’s degree in Business Administration (MBA) or a related discipline, or equivalent related experience preferred. 

• Relevant certifications (e.g., ITIL Expert, PMP, CSM, AWS Solutions Architect, or similar cloud/ITSM certifications) strongly preferred. 

Leadership Competencies

• Strategic Agility – Anticipates future trends, translates strategy into action, and aligns operational goals to business outcomes. 

• Inspirational Leadership – Creates a culture of trust, empowerment, and accountability; inspires teams to achieve excellence. 

• Change Leadership – Navigates ambiguity, drives organizational change, and fosters adoption of modern processes and technologies. 

• Collaboration & Influence – Builds strong relationships across functions, regions, and levels of the organization. 

• Operational Excellence – Embeds a mindset of continuous improvement, measurement, and customer focus across global teams. 

• Talent Development – Invests in people, building bench strength and developing next-generation leaders. 

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 employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 

• Work across multiple time zones in a hybrid or remote work environment. 

• Long periods of time sitting and/or standing in front of a computer using video technology. 

• May require travel dependent on company needs. 

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. 

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