Director of IT Service Operations

Overview

As the largest and leading value-based kidney care company, Somatus is empowering patients across the country living with chronic kidney disease to experience more days out of the hospital and healthier at home.

It takes a village of passionate and tenacious innovators to revolutionize an industry and support individuals living with a chronic disease to fulfill our purpose of creating More Lives, Better Lived. Does this sound like you?

We foster an inclusive work environment that promotes collaboration and innovation at every level. Our values bring our mission to life and serve as the DNA for every decision we make:

• Authenticity: We believe in real dialogue. In any interaction, with patients, partners, vendors, or our teammates, we are true to who we are, say what we mean, and mean what we say.
• Collaboration: We appreciate what every person at Somatus brings to the table and believe that together we can do and achieve more.
• Empowerment: We make sure every voice gets heard and all ideas are considered, especially when it comes to our patients’ lives or our partners’ best interests.
• Innovation: We relentlessly look for ways to improve upon the status quo to continuously deliver new solutions.
• Tenacity: We see challenges as opportunities for growth and improvement — especially when new solutions will make a difference for our patients and partners.

We offer more than 25 Health, Growth, and Wealth Work Perks to help teammates learn, grow, and be the best version of themselves, including:

• Subsidized, personal healthcare coverage (medical, dental vision)
• Flexible Paid Time Off (PTO)
• Professional Development, CEU, and Tuition Reimbursement
• Curated Wellness Benefits supporting teammates physical and mental well-being
• Community engagement opportunities
• And more!

The Director, IT Service Operations will be responsible to develop, implement, and maintain the overall ITSM framework within the organization.

This is a remote role with preference to work EST hours.

• Develop, implement, and maintain the overall ITSM framework within the organization.
• Ensure that ITSM practices comply with relevant standards and regulations.
• Drive the delivery of 24x7 systems availability and performance through effective IT Service Management processes, executive communications, and return-to-service activities with the goal of ensuring the effectiveness of operations support, processes, and controls.
• Perform all internal escalations and executive communications regarding system issues and service delays.
• Perform gap analysis to highlight breaches of Service Level (SLA) targets, investigating reasons and recommending actions to prevent their recurrence.
• Define and direct the technical processes for the resolution of complex system problems.
• Determine and report on root cause for all Incident events.
• Communicate and coordinate with IT Operations and L2 support teams on problem management activities for long term problem resolutions.
• Coordinate meetings with stakeholders to develop plans and long-range strategy; coordinate cross-functional efforts to remediate root cause.
• Work with IT teams on continuous improvements to existing processes to ensure that Knowledge Management guidelines are used between Service Desk, Incident, Problem & Change Management groups.

• Provide guidance and support for incident and problem management activities to ensure timely resolution of incidents and identification of root causes.
• Facilitate the investigation of major incidents and coordinate efforts to restore normal service operation.

• Define, negotiate, and monitor service level agreements (SLAs) with business units and internal stakeholders.
• Ensure that IT services meet agreed-upon service levels and Key Performance Indicators (KPIs) and take appropriate actions to address any deviations.

• Lead and facilitate continual service improvement (CSI) initiatives to enhance the quality, efficiency, and effectiveness of IT services.
• Identify areas for improvement based on performance data, customer feedback, and industry…