Director, IT Operations

Health Edge® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market. We're experiencing strong market momentum, with a growing number of health plans choosing Health Edge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology.

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POSITION SUMMARY

The Director, IT Operations is accountable for establishing and operating the service-management governance model for Client IT Operations. This leader will create the standards, operating discipline, governance, and management mechanisms required to deliver consistent, predictable, and transparent technology operations across a complex 24x7 BPaaS/EPaaS environment.

The role is designed to be a force multiplier for operational teams: strengthening Incident, Problem/RCA, Change, Release, Knowledge, and Service Governance practices while ensuring that technical ownership remains with the teams responsible for resolution. The Director will drive cross-functional accountability, executive-quality communications, and measurable continuous improvement across onshore and offshore delivery organizations.

KEY RESPONSIBILITIES

• Build and lead the Service Management Office, including the governance framework, operating cadence, standards, controls, templates, and performance mechanisms used across Client IT Operations.
• Own the service-management process framework for Incident Management, Problem Management/RCA, Change Management, Release Management, Knowledge Management, and related service-governance practices.
• Establish clear roles, decision rights, escalation paths, and accountability across Tech Ops, infrastructure/platform teams, product teams, implementation teams, Service Desk, customers, and third-party partners.
• Lead governance for major incidents and service disruptions, ensuring disciplined process execution, timely stakeholder engagement, effective bridge management, clear escalation, and high-quality internal and customer communications.
• Define and enforce RCA standards, including ownership, timelines, evidence quality, corrective/preventive actions, cross-functional follow-through, and closure governance.
• Lead Change and Release governance, including CAB effectiveness, production-readiness controls, risk assessment, rollback/testing expectations, release calendars, and post-change validation.
• Create consistent executive and customer communication standards for incidents, service health, operational risk, planned changes, and material service issues.
• Develop service governance scorecards and management reporting covering SLA performance, incident trends, change quality, RCA completion, recurring failure patterns, operational risk, and continuous-improvement commitments.
• Partner with technical leaders to identify systemic operational issues and convert recurring incidents, manual processes, and control gaps into prioritized improvement initiatives.
• Drive standardization across customer environments while allowing documented exceptions where contractual, technical, or customer-specific requirements demand variation.
• Partner with tooling and observability teams to improve ITSM workflows, Jira/JSM utilization, telemetry, alerting, automation, and the quality of operational data used for governance and decision‑making.
• Establish and maintain service‑management documentation, playbooks, templates, knowledge standards, and audit‑ready evidence.
• Build an effective onshore/offshore operating model that uses follow‑the‑sun capabilities while maintaining appropriate leadership, customer…