Director, IT Operations

Location: Remote, United States; work across multiple time zones in a hybrid or remote environment; occasional travel may be required.

Annual US base salary: $182,000–$198,000

Company

hirify.global provides AI-powered operational infrastructure that helps health insurance companies modernize operations and compete more effectively.

What you will do

• Build and lead the Service Management Office, including governance frameworks, operating cadences, standards, controls, templates, and performance mechanisms.
• Own Incident, Problem/RCA, Change, Release, Knowledge, and broader service-governance processes across Client IT Operations.
• Lead major-incident governance, escalation, bridge management, stakeholder engagement, and executive and customer communications.
• Establish RCA, change, release, production-readiness, risk-assessment, rollback, and post-change validation standards.
• Develop service-governance scorecards and operational reporting covering SLAs, incident trends, change quality, recurring failures, and operational risk.
• Build an effective onshore/offshore follow-the-sun operating model, develop SMO talent, and drive continuous improvement and accountability.

Requirements

• 10+ years of progressive experience in IT operations, service management, production support, technology delivery, or related disciplines, including significant leadership responsibility.
• Demonstrated leadership of enterprise Incident, Problem, Change, Release, or broader IT Service Management functions in complex, high-availability environments.
• Strong knowledge of ITIL practices and experience translating frameworks into pragmatic operating processes.
• Experience with major-incident response, executive and customer communications, RCA governance, cross-functional remediation, and distributed accountability.
• Experience operating across global onshore/offshore teams and 24x7 service environments, with strong analytical and operational reporting skills.
• Excellent written and verbal communication skills, including the ability to communicate complex operational issues clearly to executives and customers.

Nice to have

• Experience in healthcare technology, healthcare payer operations, BPaaS, SaaS, EPaaS, or other regulated and transaction-intensive environments.
• Experience with Jira Service Management, enterprise ITSM, observability and monitoring platforms, PagerDuty, or workflow automation.
• Experience supporting customer-specific integrations, data operations, third-party dependencies, and complex production releases.

Culture & Benefits

• Permanent, full-time employment in an exempt position.
• Remote work across multiple time zones with onshore/offshore and follow-the-sun collaboration.
• Focus on ownership, transparency, urgency, measurable improvement, and risk-based governance.
• Work in AI-powered healthcare technology supporting health insurance operations.