Accountable for the reliability, availability, performance, and operational health of customer pharmacies using the ScriptMed SaaS platform.
Direct a global operations organization responsible for ITIL-aligned Incident, Problem, and Change Management.
Partner with Product, Engineering, Security, and Customer Success to ensure dependable service and predictable outcomes.
Owns day-to-day and sustained operational performance for ScriptMed, including uptime, incident response, and service restoration.
Leads a blended onshore/offshore operating model, ensuring 24x7 coverage and clear escalation paths.
Establish and mature a Network Operations Center (NOC) and evolve it into an AI-enabled Intelligent Operations Management Center.
Drive operational discipline across Incident, Problem, and Change Management to improve metrics.

Requirements

Bachelor’s degree in computer science, Information Systems, Engineering, or related field (or equivalent experience).
10+ years of experience in technical operations, reliability engineering, platform operations, or production support for SaaS platforms.
5+ years of experience leading managers and multi-team organizations, including distributed/onshore-offshore teams.
Demonstrated experience running ITIL-aligned processes: Incident, Problem, and Change Management.
Proven track record improving production stability and reliability metrics (e.g., availability, MTTR, MTTD, change failure rate).
Working knowledge of cloud infrastructure and operational practices, plus strong stakeholder and executive communication skills.

Benefits

Health insurance
Life insurance
Company-paid disability
401k
18+ days of paid time off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SaaSITILIncident ManagementProblem ManagementChange Managementreliability engineeringplatform operationsproduction supportcloud infrastructureoperational practices

Soft Skills

leadershipcommunicationstakeholder managementoperational disciplineteam managementescalation managementcollaborationproblem-solvingstrategic planningperformance improvement