Welltower™ Inc. (NYSE:WELL) · 23 hours ago
Director, Service Management
Plano, TX
Full-time
Hybrid
Director/Executive
10+ years expWelltower™ Inc. is a global leader in residential wellness and healthcare infrastructure, creating vibrant communities where housing, healthcare, and hospitality converge. The Director of Service Management is responsible for leading the IT service and support organization, establishing ITIL-based service management capabilities, and ensuring consistent service experiences across Welltower's senior housing locations.
Commercial Real EstateEnergyHealth CareInfrastructureReal Estate
Responsibilities
Build, lead, and scale a centralized service desk and desk-side support organization supporting a geographically diverse workforce
Define and execute the enterprise service management strategy aligned with ITIL best practices and business priorities
Establish service ownership, escalation models, and operational accountability across all first-line support domains
Drive a culture of service excellence, continuous improvement, and data-driven decision making
Provide operational oversight for wired and wireless networking connectivity
Oversee Microsoft 365 service support including Exchange, Teams, OneDrive, SharePoint, and endpoint collaboration tools
Lead support for telephony, unified communications, and conferencing platforms
Direct mobile device provisioning, lifecycle management, and troubleshooting
Ensure high-quality desktop, laptop, and desk-side support services
Oversee printer support and print management solutions
Support physical security technologies including access control and camera systems
Provide front-line support for business specific technologies such as Fall Management, Nurse Call Systems
Design, implement, and mature ITSM processes including Incident, Request, Problem, Change, and Knowledge Management
Own service management platforms, workflows, automation, and reporting
Define and manage SLAs, OLAs, KPIs, and customer satisfaction metrics across regions
Lead root cause analysis and problem management to reduce repeat incidents and improve service stability
Serve as the primary escalation point for service delivery issues and stakeholder concerns
Partner with Infrastructure, Security, and Applications teams to ensure seamless operational handoffs
Manage relationships with managed service providers and hardware/software vendors
Support onboarding of new offices, acquisitions, and international locations from a service readiness perspective
Recruit, develop, and retain a high-performing global service management team
Provide coaching, performance feedback, and career development opportunities
Develop workforce models to support global coverage, after-hours support, and business continuity
Foster an inclusive, accountable, and high-performance team culture
Own and continuously improve key service performance metrics including Customer Satisfaction (CSAT), Mean Time to Resolution (MTTR), First Contact Resolution (FCR), ticket backlog, and SLA compliance
Leverage Jira Service Management to configure queues, workflows, SLAs, automations, and dashboards to support data-driven service operations
Establish standardized global reporting and executive dashboards using Jira ITSM insights and integrations
Analyze trends and performance data to identify improvement opportunities and drive measurable service outcomes
Partner with IT leadership to define targets, review performance, and align service metrics to business outcomes
Establish and own clear service performance targets, including CSAT ≥ 90%, First Contact Resolution (FCR) ≥ 70%, Mean Time to Resolution (MTTR) aligned to SLA tiers, and sustained SLA compliance ≥ 95%
Implement Continual Service Improvement (CSI) practices using ITIL-aligned methods to drive incremental and measurable improvements in service quality, efficiency, and user experience
Conduct regular service reviews leveraging Jira Service Management dashboards, trend analysis, and customer feedback
Translate performance insights into actionable improvement initiatives, automation opportunities, and knowledge enhancements
Lead a co-managed service desk operating model that blends internal teams with managed service providers to deliver scalable, cost-effective global support
Define clear roles, responsibilities, escalation paths, and performance expectations between internal staff and external partners
Hold vendors accountable to contractual SLAs and KPIs, including CSAT, response times, and resolution quality
Ensure consistent tools, processes, and customer experience across internal and outsourced support teams
Drive continuous improvement across co-managed partners through performance reviews, root cause analysis, and joint optimization initiatives
Qualification
Required
10+ years of progressive experience in IT service management, end-user support, or infrastructure operations
5+ years of people leadership experience managing service desk or support organizations
Demonstrated experience building and maturing ITIL-aligned service management practices
Experience supporting hybrid and remote work environments across multiple regions
Strong understanding of Microsoft 365, networking fundamentals, endpoint management, and unified communications
Experience working with ITSM platforms and ticket management systems
Bachelor's degree in Information Technology, Computer Science, or related field required
Preferred
ITIL certification strongly preferred
Additional certifications (PMP, ServiceNow, Microsoft, Jira Service Management) a plus
Benefits
Competitive Base Salary + Annual Bonus
Generous Paid Time Off and Holidays
Employee Stock Purchase Program – purchase shares at a 15% discount
Employer-matching 401(k) Program + Profit Sharing Program
Student Debt Program – we’ll contribute up to $10,000 towards your student loans!
Tuition Assistance Program
Comprehensive and progressive Medical/Dental/Vision options
Professional Growth
And much more!
Company
Welltower™ Inc. (NYSE:WELL)
Welltower® (NYSE: WELL) provides real estate capital to the world’s leading health and senior care providers to develop the health care infrastructure necessary to keep people well.
501-1000 employees
H1B Sponsorship
Welltower™ Inc. (NYSE:WELL) 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 (8)
2023 (4)
2022 (2)
2021 (1)
Funding
Current Stage
Public CompanyTotal Funding
$4.82B2024-07-09Post Ipo Debt· $1.03B
2023-11-06Post Ipo Debt· $1.5B
2023-05-08Post Ipo Debt· $1.03B
Leadership Team
Tim McHugh, CFA
Executive Vice President - Chief Financial Officer
Nikhil Chaudhri, CFA
Executive Vice President, Chief Investment Officer
Recent News
2026-01-22
Hartford Business Journal
2026-01-07
2026-01-03
Company data provided by crunchbase