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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director, IT Service Management - **Company:** OpenLoop Health, Inc. - **Location:** United States (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** JIRA, Software as a Service, Information Technology Operations, Uptime, Software Licensing Audit, Systems Integration, Mttr, Information Technology, Data Analytics, Servicenow - **Published:** May 30, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=7e70ad8942c53dc5 ## About the Role Do you have experience in Triage?, Do you have a Bachelor's degree?, * 10+ years in IT, with 5+ years leading IT service management, service desk, or IT operations * Track record running an ITSM platform at scale (ServiceNow, Jira Service Management, Freshservice, or equivalent) * ITIL v4 fluent - you've run incident, problem, and change in practice, not just on paper * Experience leading an IT PMO or comparable IT delivery function from intake to outcomes * Healthcare experience required - you understand HIPAA, working alongside clinicians, and the audit posture a regulated environment demands * Proven people leader - you've built teams, promoted managers, and turned around an underperforming function * Strong financial discipline - you've owned a multi-million-dollar IT operating budget and SaaS portfolio * Direct, data-driven communicator who can move between an executive briefing and a Tier 1 ticket triage in the same day * Bachelor's degree in a related field, or equivalent experience Preferred * ITIL v4 Managing Professional or Strategic Leader certification * Experience supporting a multi-entity / subsidiary structure * Background in high-growth digital health, tele-health, or another regulated services environment * Familiarity with NIST CSF, HITRUST, or SOC 2 control environments ## Description We're hiring a Director, IT Service Management & IT PMO to own how IT delivers and governs work across OpenLoop. You'll lead the team that runs our service desk, ITIL process operations, ITSM platform, and the IT Project Management Office that intakes, sequences, and delivers IT initiatives - including the HIPAA-regulated systems supporting our clinicians and patients. This is the operational backbone of the CIO organization. You'll set the standards, build the systems, and lead the people that turn IT into a measurable, reliable service the rest of the business can count on. What You'll Do: IT Service Management * Service desk and end-user support - staffing model, SLAs, ticket quality, and CSAT * ITIL v4 process ownership: incident, problem, change, request fulfillment, knowledge, service catalog * ITSM platform administration, configuration, automation, integrations, and roadmap * Major incident management - coordination, exec communications, and post-incident reviews * Asset and license management - hardware lifecycle, SaaS spend, software compliance * Service metrics - uptime, MTTR, first-contact resolution, CSAT - and the cadence to act on them IT Project Management Office * Intake, prioritize, sequence of IT initiatives in partnership with all business leaders * Project delivery standards - scope, plan, status report, change control, and closeout * Resource and capacity planning across the IT portfolio * Execute with Engineering, Security, Compliance, Clinical Operations, and subsidiaries (HeyRevia, Season Health, CQ Pharmacy, Triad, LinkRX, USSL) * Vendor and SOW management for IT projects - budget tracking and outcome accountability Leadership * Hire, coach, and grow a team of 6-15 across ITSM and the IT PMO * Set quarterly OKRs, run an operating cadence, and build career paths * Partner with IS and Compliance to keep HIPAA controls audit-ready * Represent IT to the executive team - clearly, with data, and with a point of view ## Related Videos - [DevOps at Netflix](https://www.wearedevelopers.com/videos/270-devops-at-netflix) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Leading with Reliability: Applying SRE Principles to Build Stronger Engineering Organizations](https://www.wearedevelopers.com/videos/100185-leading-with-reliability-applying-sre-principles-to-build-stronger-engineering-organizations) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Does The Tech Industry Have The Best Work-life Balance?](https://www.wearedevelopers.com/magazine/427-does-the-tech-industry-have-the-best-work-life-balance) - [Best Companies to Work For in The UK: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/186-best-companies-to-work-for-in-the-uk-top-25-companies-in-2023)