Director of IT Service Delivery

Company Overview PACS Group, Inc. is a holding company investing in post-acute healthcare facilities, professionals, and ancillary services. Founded in 2013, PACS Group is one of the largest post-acute platforms in the United States. Its independent subsidiaries operate 325 post-acute care facilities with 47,000 employees across 17 states serving over 31,000 patients daily. PACS business support division, PACS Services, provides technology and administrative support services — accounting, finance, human resources, compliance, payroll, AR/AP, legal, risk management, information technology, corporate communication, and other business advice and support — to their healthcare facilities, reducing administrative burdens so their leadership and care teams can focus on the care, well-being, and quality of life of their patients and residents.

PACS is one of Utah's Best Companies to work for. It has also been recognized as one of Utah's Fastest Growing Companies for multiple years.

Reporting to the Sr Director of Engineering, the Director of Service Delivery provides strategic leadership and operational oversight for PACS’ enterprise Service Desk, delivering responsive, customer-focused technology support to clinical, operational, and corporate teams across PACS Services and its network of skilled nursing facilities. This role establishes the vision, operating model, and performance standards for technology support services while driving service maturity through ITSM best practices, automation, knowledge management, and continuous improvement.

The Director partners closely with Engineering, EHR, Information Security, Systems, Telecom, and Operations teams to ensure support services scale effectively with organizational growth, acquisitions, and evolving business needs.

• Lead the strategy, operating model, and performance management of the enterprise Service Desk, ensuring consistent, high-quality support services across corporate offices and skilled nursing facilities.
• Direct incident management, request fulfillment, escalation processes, knowledge management, and support communications to improve service quality, operational efficiency, and end-user satisfaction.
• Serve as the senior escalation point for major incidents, executive-impacting issues, and critical service disruptions, coordinating cross-functional response efforts and driving post-incident review and improvement initiatives.
• Champion a customer-first support culture through service excellence programs, Executive & VIP Support standards, self-service capabilities, automation, AI-enabled service management tools, and continuous process improvement.
• Establish and monitor service delivery metrics, including SLAs, OLAs, operational KPIs, customer satisfaction, and support performance reporting, providing recommendations and insights to Technology and executive leadership.
• Recruit, develop, and retain high-performing service delivery leaders and support professionals through workforce planning, coaching, performance management, training, and career development initiatives.

• 8+ years of progressive experience in technology support, IT service management, or IT operations.
• 5+ years of leadership experience managing Service Desk, technical support, or IT service organizations.
• Experience operating in mature ITSM/ITIL environments, including incident, problem, knowledge, change, and service level management.
• Proven experience managing major incidents and enterprise-scale support operations.
• Experience developing reporting, dashboards, and operational metrics to support data-driven decision-making.

• Bachelor's degree in Information Technology,…