Brand & Creative Operations Manager
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Senior Director, IT Operations
HealthEdge
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
AWSAzureCloudGoogle Cloud PlatformITSMPMPServiceNowSplunk
About the role
- 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.
Requirements
- 15+ years of progressive experience in technology operations, reliability engineering, or ITSM functions, with 7+ years leading large, globally distributed teams.
- 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).
- Experience leading major incident management, executive-level communications, and customer-facing escalations.
- Proven record of managing global operations centers and implementing a 24x7 operational support model.
- Bachelor's degree in Computer Science, Information Systems, Engineering, or a related technical field, or equivalent related experience required.
- Relevant certifications (e.g., ITIL Expert, PMP, CSM, AWS Solutions Architect, or similar cloud/ITSM certifications) strongly preferred.
Benefits
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT Service ManagementITILcloud operationsautomationobservabilityincident managementmetricsKPISLADevOps
Soft skills
leadershipcommunicationstrategic thinkingcollaborationproblem-solvingaccountabilitydata-driven decision makingcustomer-facingteam managementproactive resiliency
Certifications
ITIL ExpertPMPCSMAWS Solutions Architect
