Director Information Technology Operations

About the Opportunity
The hiring organization is seeking a Director, IT Operations for a full-time role based in the United States. This leader will oversee global infrastructure, IT service delivery, security and compliance operations, and AI-driven operational initiatives within a healthcare SaaS environment.
Responsibilities
Lead a team of 10+ global resources responsible for help desk services, facility management, SOC policy enforcement, and asset management.
Design and oversee infrastructure architecture to support 99.5%+ uptime across a healthcare SaaS environment.
Deliver help desk services that maintain a 95% SLA within established response and resolution frameworks.
Co-own incident management, escalation protocols, and post-incident review practices.
Manage infrastructure spend and cloud resource optimization across AWS, GCP, or multi-cloud environments.
Drive technical standardization across development, security, and product teams.
Identify, evaluate, and implement AI/ML tools for operational efficiency, including predictive alerting, anomaly detection, root-cause analysis, and infrastructure monitoring.
Experiment with AI-driven automation for routine operational tasks and cultivate a culture of predictive observability.
Partner with the organization's AI Program to explore IT operations transformation and operationalize AI initiatives.
Collaborate with the VP of Enterprise Technology to define operational requirements, observability, and alerting standards for AI model deployment, monitoring, and governance at scale.
Develop operational runbooks and playbooks that support safe, rapid experimentation.
Partner with Security to ensure operational practices align with SOC 2, HIPAA, and state healthcare compliance requirements.
Manage access control, secrets management, least-privilege architectures, disaster recovery, and business continuity planning.
Direct quarterly compliance audits and remediation workflows.
Establish and govern SLAs and SLOs for critical services, lead capacity planning, and direct the infrastructure roadmap.
Foster an operational culture grounded in blameless postmortems and continuous improvement.
Communicate infrastructure health, operational risks, and roadmap priorities to leadership and cross-functional teams.
Support product and engineering teams with infrastructure provisioning and technical troubleshooting.
Manage vendor and cloud provider relationships while mentoring and developing operational staff.
Required Qualifications
8+ years of experience in IT operations, infrastructure engineering, or site reliability engineering roles.
5+ years of experience in a leadership role managing technical teams, including at least 5 direct reports.
Demonstrated experience operating mission-critical SaaS or healthcare platforms.
Deep expertise in cloud platforms (AWS, GCP, or Azure) and infrastructure-as-code practices.
Strong understanding of HIPAA compliance, security baselines, and healthcare regulations.
Proven track record of designing systems for 99.5%+ uptime and managing production incidents.
Experience establishing operational cultures focused on automation, blameless postmortems, and on-call excellence.
Demonstrated ability to navigate ambiguity and establish operational processes from scratch within a fast-growing organization.
Preferred Qualifications
Experience building and scaling IT organizations within early-stage or hypergrowth companies.
Hands-on experience with containerization technologies such as Docker and Kubernetes, along with modern DevOps toolchains.
Professional background in healthcare environments, including EMR/EHR systems or telehealth platforms.
Experience supporting machine learning or AI infrastructure at scale.
Familiarity with database operations, replication strategies, and backup and recovery management.
Knowledge of healthcare data architecture and data privacy requirements.
Prior experience in startup environments or professional consulting.
Experience evaluating or implementing AI/ML operational tooling, such as predictive alerting or AIOps platforms.
Proven track record of applying AI to enhance operational efficiency or organizational decision-making.
Benefits
Medical, dental, and vision insurance
Flexible spending and health savings accounts
Flexible paid time off
Retirement savings plan (401(k)) with employer match
Life insurance

Work arrangement
No