Director of Service Management

Technology Operations Remote (US) Full Time Reports to Head of Technology Operations & CISO

As our customer base grows, spanning pharmaceutical sponsors, hospital sites, and internal clinical operations teams, we need a world-class service management function to ensure every user gets the support they need, every SLA is met, and every critical issue is resolved before it impacts a trial.

We are hiring a Director of Service Management to build and lead Pi Health's customer-facing service desk from the ground up. This role owns the full lifecycle of technical support for FICS, from designing the organizational structure, procedures, and SLA frameworks to recruiting the team that will deliver 24/7 coverage as Pi Health scales.

• Design and stand up Pi Health's customer-facing service desk, including organizational structure, staffing model (L1/L2/L3 tiers), and operating procedures
• Configure and optimize Jira Service Management: request types, workflows, SLA clocks, automation rules, customer portal, and Confluence knowledge base
• Create the service catalog defining supported request types, severity classifications, and routing rules
• Develop runbooks, troubleshooting guides, and self-service knowledge base articles covering the top issues across FICS modules

• Define and manage severity-based SLA frameworks (P1–P4) aligned to pharmaceutical sponsor contracts, including response time, resolution time, and communication cadence commitments
• Monitor SLA compliance in real time and drive corrective actions when targets are at risk
• Partner with sales and legal to contribute SLA language to customer contracts and support RFP/RFI responses
• Deliver regular SLA compliance reporting to customers and internal leadership

• Own the full incident lifecycle: detection, classification, escalation, resolution, closure, and post-incident review
• Coordinate war rooms and stakeholder communications for P1/P2 incidents, including root cause analysis reports
• Establish problem management processes to identify recurring issues, conduct trend analysis, and drive permanent fixes
• Partner with engineering to manage hotfix and release coordination for customer-impacting defects
• Build the technical escalation matrix from L1 through L3 and into engineering, with clear ownership and handoff criteria at each tier
• Design the clinical safety escalation path for platform issues that intersect with patient safety events (e.g., SAE reporting blockages)
• Establish a dedicated emergency channel for safety-impacting and trial-blocking issues that bypasses the standard queue

• Recruit, hire, and develop a high-performing support team from scratch
• Design career paths and training programs covering both FICS platform functionality and clinical trial domain knowledge
• Implement 24/7 coverage through a phased approach: on-call rotation initially, expanding to multi-timezone staffing as the team scales
• Foster a culture of accountability, continuous improvement, and customer empathy
• Define and track key service metrics: SLA compliance, MTTR, first-response time, ticket volumes by category, CSAT, and escalation rates
• Build dashboards and executive reporting for leadership visibility into service health
• Drive continuous improvement initiatives informed by data: knowledge base effectiveness, ticket deflection rates, recurring issue reduction
• Coordinate with product management to ensure the feature request pipeline from support is visible and prioritized

• 8+ years of progressive experience in service management, technical support, or IT operations in SaaS or cloud-based environments
• 3+ years in a…