Own how IT delivers and governs work across OpenLoop
Lead the team that runs our service desk, ITIL process operations, ITSM platform, and IT Project Management Office
Set the standards, build the systems, and lead the people that turn IT into a measurable, reliable service
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
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
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

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.
ITIL v4 Managing Professional or Strategic Leader certification (Preferred)
Experience supporting a multi-entity / subsidiary structure (Preferred)
Background in high-growth digital health, tele-health, or another regulated services environment (Preferred)
Familiarity with NIST CSF, HITRUST, or SOC 2 control environments (Preferred)

Director, IT Service Management

Key skills