Director, IT Operations

Overview HealthEdge ® offers AI-powered operational infrastructure for health insurance companies, guaranteeing an enduring financial edge in an increasingly competitive market.

We're experiencing strong market momentum, with a growing number of health plans choosing HealthEdge to modernize their operations and compete more effectively. As we expand, we're investing in the people who power that growth, making this a pivotal moment to join us and shape the future of healthcare technology.

Learn more at HealthEdge . com. POSITION SUMMARY 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.

KEY RESPONSIBILITIES 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