Somatus · 3 hours ago
Director of IT Service Operations
United States
Full-time
Remote
Director/Executive
10+ years expSomatus is the largest and leading value-based kidney care company, empowering patients living with chronic kidney disease. The Director of IT Service Operations will develop, implement, and maintain the ITSM framework while ensuring compliance with standards and driving service delivery improvements.
Health CareHealth DiagnosticsHospitalMedicalPrimary and Urgent CareWellness
Responsibilities
Develop, implement, and maintain the overall ITSM framework within the organization
Ensure that ITSM practices comply with relevant standards and regulations
Drive the delivery of 24x7 systems availability and performance through effective IT Service Management processes, executive communications, and return-to-service activities with the goal of ensuring the effectiveness of operations support, processes, and controls
Perform all internal escalations and executive communications regarding system issues and service delays
Perform gap analysis to highlight breaches of Service Level (SLA) targets, investigating reasons and recommending actions to prevent their recurrence
Define and direct the technical processes for the resolution of complex system problems
Determine and report on root cause for all Incident events
Communicate and coordinate with IT Operations and L2 support teams on problem management activities for long term problem resolutions
Coordinate meetings with stakeholders to develop plans and long-range strategy; coordinate cross-functional efforts to remediate root cause
Work with IT teams on continuous improvements to existing processes to ensure that Knowledge Management guidelines are used between Service Desk, Incident, Problem & Change Management groups
Provide guidance and support for incident and problem management activities to ensure timely resolution of incidents and identification of root causes
Facilitate the investigation of major incidents and coordinate efforts to restore normal service operation
Define, negotiate, and monitor service level agreements (SLAs) with business units and internal stakeholders
Ensure that IT services meet agreed-upon service levels and Key Performance Indicators (KPIs) and take appropriate actions to address any deviations
Lead and facilitate continual service improvement (CSI) initiatives to enhance the quality, efficiency, and effectiveness of IT services
Identify areas for improvement based on performance data, customer feedback, and industry benchmarks, and implement corrective actions
Qualification
Required
Bachelor's degree from an accredited college in computer science
10+ years of experience in IT service management, 5 years in leadership role
Certification in IT service management frameworks such as ITIL (ITIL Expert or ITIL 4 Managing Professional certification preferred)
Proven experience in IT service management roles, with a strong understanding of ITSM principles, processes, and practices
Excellent leadership, communication, and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders
Strong analytical and problem-solving abilities, with a focus on driving continuous improvement and delivering results
Experience in project management, change management, and vendor management
Knowledge of ITSM tools and technologies for process automation and performance monitoring
Ability to adapt to evolving business needs and industry trends and drive innovation in IT service delivery and management
Preferred
Certification in IT service management frameworks such as ITIL (ITIL Expert or ITIL 4 Managing Professional certification preferred)
Benefits
Subsidized, personal healthcare coverage (medical, dental vision)
Flexible Paid Time Off (PTO)
Professional Development, CEU, and Tuition Reimbursement
Curated Wellness Benefits supporting teammates physical and mental well-being
Community engagement opportunities
And more!
Company
Somatus
Somatus is a healthcare company that partners with health plans, health systems, nephrology, and primary care groups.
501-1000 employees
H1B Sponsorship
Somatus has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (5)
2024 (2)
2023 (1)
2022 (3)
Funding
Current Stage
Late StageTotal Funding
$465.12MKey Investors
Wellington ManagementFlare Capital Partners
2022-02-22Series E· $325M
2021-06-16Series D· $60.12M
2020-06-23Series C· $64M
Recent News
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