Manager, Systems Operations & Service Delivery

The ideal candidate will bring strong experience in IT operations, ITSM/ITIL, infrastructure leadership, regulated environments, system modernization, incident management, and client-facing delivery.

Qualifications & Experience:

Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field (Master’s or PMP preferred).

10+ years in IT systems engineering, operations, or infrastructure leadership (Medicare MIS or healthcare platform experience preferred).

5+ years in technical and service delivery leadership roles.

Deep expertise in ITIL4, ITSM, and technical project execution within complex, regulated environments.

Knowledge of HIPAA, SOC, and enterprise compliance frameworks

Roles and Responsibilities

Operational Oversight & Systems Health

Own end-to-end system availability, performance monitoring, and operational continuity.

Enforce defined escalation paths across L1–L5 tiers, ensuring no ownership gaps.
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Lead Root Cause Analysis (RCA) and implement permanent corrective actions for all major incidents (P1/P2).

Maximize system updates, patches, and troubleshooting efforts.

Responsible for defect tracking (PROD and non-PROD).

Ensure system observability and lead rapid triage during outages or degradation events.

Maintain operational compliance with HIPAA, state/federal policies, and internal audit controls.

 Technical Architecture & Modernization

Guide infrastructure modernization initiatives such as cloud-readiness, refactoring, virtualization, and platform reengineering.

Collaborate with architects and engineering teams to align with SOA, DevOps, and enterprise integration best practices.

Implement security best practices, including access controls, data protection, SOC audits, and help with disaster recovery planning and execution.

Coordinate with teams to remediate Security Vulnerabilities across systems.

Champion technical innovation and recommend solutions to increase scalability, security, and automation.

ITSM & Service Delivery

Lead the design, implementation, and continuous improvement of ITSM processes, leveraging the ITIL4 framework.

Supervise Incident, Problem, Change, and Service Request Management across all system tiers.

Responsible for MIM reporting and communication.

Own, define and monitor KPIs and SLAs for service quality, proactively driving improvements.

Manage second-level support teams and coordinate with L1 providers for seamless escalation and response workflows.

Promote support to Release team for successful releases to build on project deliverables and compliance to client timelines.

Oversee annual DR exercise.

Support annual SOC audit.