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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Director, IT Operations - **Company:** Healthedge Software, Inc. - **Location:** United States (Remote available) - **Experience:** Expert - **Salary:** $182,000.0 - $198,000.0 - **Contract:** Permanent contract - **Skills:** JIRA, Software as a Service, Information Technology Operations, Knowledge Management, Operational Data Store, Release Management, DataOps, Data Analytics, Video Streaming, Pagerduty - **Published:** October 17, 2026 - **Apply:** https://www.builtincolorado.com/job/director-it-operations/11723076?handler=ApplyRedirect ## About the Role * 10+ years of progressive experience in IT operations, service management, production support, technology delivery, or related disciplines, including significant leadership responsibility. * Demonstrated leadership of enterprise Incident, Problem, Change, Release, or broader IT Service Management functions in complex, high-availability environments. * Strong working knowledge of ITIL practices and the ability to translate frameworks into pragmatic operating processes rather than compliance-only administration. * Experience leading major-incident response, executive/customer communications, RCA governance, and cross-functional remediation. * Proven ability to design or materially improve service-management operating models, governance structures, workflows, metrics, and tooling. * Experience operating across global onshore/offshore teams and 24x7 service environments. * Strong analytical capability with experience using operational data, trends, and service metrics to identify risk and drive improvement. * Excellent written and verbal communication skills, including the ability to communicate complex operational issues clearly to executives and customers. * Demonstrated ability to drive accountability and change across teams where authority is distributed., * Experience in healthcare technology, healthcare payer operations, BPaaS, SaaS, EPaaS, or other highly regulated/transaction-intensive environments. * Experience with Jira Service Management (JSM), enterprise ITSM platforms, observability/monitoring platforms, PagerDuty or comparable on-call tooling, and workflow automation. * Experience supporting environments with significant customer-specific integrations, data operations, third-party dependencies, and complex production release requirements. MEASURES OF SUCCESS * Consistent adoption of defined service-management standards across Client IT Operations. * Improved major-incident execution, communication quality, escalation speed, and stakeholder confidence. * Reduced repeat incidents through stronger RCA quality, corrective-action governance, and problem management. * Improved change success rate and reduced change-related incidents through stronger readiness and risk controls. * Clear, timely, and reliable operational reporting with fewer manual reconciliations and conflicting sources of truth. * Reduced ambiguity in ownership and faster resolution of cross-functional operational issues. * Measurable reduction in operational risk, process variance, and avoidable manual effort. * A scalable SMO organization viewed by delivery teams as an enabler of better operations and by leadership as a reliable source of operational truth. LEADERSHIP PROFILE The successful candidate will be a pragmatic operator who combines service-management discipline with strong judgment, executive presence, and the willingness to hold teams accountable. This role requires someone who can move comfortably between a Sev1 bridge, an executive review, a customer discussion, a process-design session, and a data-driven operating review-and who understands that the objective of governance is better service outcomes. ## Description The Director, IT Operations is accountable for establishing and operating the service-management governance model for Client IT Operations. This leader will create the standards, operating discipline, governance, and management mechanisms required to deliver consistent, predictable, and transparent technology operations across a complex 24x7 BPaaS/EPaaS environment. The role is designed to be a force multiplier for operational teams: strengthening Incident, Problem/RCA, Change, Release, Knowledge, and Service Governance practices while ensuring that technical ownership remains with the teams responsible for resolution. The Director will drive cross-functional accountability, executive-quality communications, and measurable continuous improvement across onshore and offshore delivery organizations., * Build and lead the Service Management Office, including the governance framework, operating cadence, standards, controls, templates, and performance mechanisms used across Client IT Operations. * Own the service-management process framework for Incident Management, Problem Management/RCA, Change Management, Release Management, Knowledge Management, and related service-governance practices. * Establish clear roles, decision rights, escalation paths, and accountability across Tech Ops, infrastructure/platform teams, product teams, implementation teams, Service Desk, customers, and third-party partners. * Lead governance for major incidents and service disruptions, ensuring disciplined process execution, timely stakeholder engagement, effective bridge management, clear escalation, and high-quality internal and customer communications. * Define and enforce RCA standards, including ownership, timelines, evidence quality, corrective/preventive actions, cross-functional follow-through, and closure governance. * Lead Change and Release governance, including CAB effectiveness, production-readiness controls, risk assessment, rollback/testing expectations, release calendars, and post-change validation. * Create consistent executive and customer communication standards for incidents, service health, operational risk, planned changes, and material service issues. * Develop service governance scorecards and management reporting covering SLA performance, incident trends, change quality, RCA completion, recurring failure patterns, operational risk, and continuous-improvement commitments. * Partner with technical leaders to identify systemic operational issues and convert recurring incidents, manual processes, and control gaps into prioritized improvement initiatives. * Drive standardization across customer environments while allowing documented exceptions where contractual, technical, or customer-specific requirements demand variation. * Partner with tooling and observability teams to improve ITSM workflows, Jira/JSM utilization, telemetry, alerting, automation, and the quality of operational data used for governance and decision-making. * Establish and maintain service-management documentation, playbooks, templates, knowledge standards, and audit-ready evidence. * Build an effective onshore/offshore operating model that uses follow-the-sun capabilities while maintaining appropriate leadership, customer engagement, and executive communication coverage. * Develop SMO talent, establish measurable objectives, coach leaders and practitioners, and create a culture of ownership, transparency, urgency, and continuous improvement. ROLE BOUNDARIES AND OPERATING PRINCIPLES * The SMO owns the process, governance, communication standards, escalation discipline, and enforcement mechanisms; technical teams retain accountability for technical diagnosis, remediation, recovery, and permanent corrective action. * Incident Management facilitates coordinated response and communication; the responsible Technical Operations Manager, Technical Lead, Technical Director, platform, product, or engineering owner remains accountable for technical resolution. * The SMO is expected to challenge weak process execution, unclear ownership, inadequate evidence, missed commitments, and recurring operational failure regardless of organizational boundary. * Governance must improve speed and quality of delivery; controls should be risk-based, measurable, and increasingly automated., * Serve as a senior operational partner to the VP, Client IT Operations and other technology and business leaders. * Influence across organizational boundaries without relying solely on direct reporting relationships. * Provide concise, fact-based executive updates during high-severity events and periods of elevated operational risk. * Build trusted working relationships with customer-facing leaders, Technical Operations Managers, Technical Directors, infrastructure/platform teams, product and implementation organizations, vendors, and offshore delivery leaders. * Escalate systemic risks and accountability gaps early, with clear recommendations and decisions required.