Director Infrastructure
Core
Lead the strategy, design, and management of the Vendor Management Office (VMO) and enterprise incident management program to support organizational objectives.
Role type
Director, IT Vendor & Incident Management
Builds
Enterprise IT services practice goals and vendor performance outcomes
Domain
Healthcare IT / Managed Services
Required skills
Vendor relationship management, SLA framework design, Incident management leadership, Problem management, Contract compliance, Executive reporting, Root cause analysis, Process improvement, Stakeholder communication, ITSM frameworks
Preferred skills
ITIL v4 certification, Healthcare industry experience, SQL/Tableau knowledge, Jira/ServiceNow proficiency
Technologies
Microsoft Teams, Workday, Homecare Homebase, Statewise/CubHub, Jira, ServiceNow, SQL, Tableau
Responsibilities
Own and operate the Vendor Management Office (VMO), Establish and enforce vendor SLA frameworks, Lead the end-to-end incident management process, Serve as the executive escalation point for high-severity incidents, Conduct formal SLA compliance reviews, Facilitate blameless root cause analysis, Prepare executive-level reporting on vendor performance and incident trends, Develop standard operating procedures and playbooks, Collaborate with internal teams to resolve enterprise system incidents.
Seniority
Director, strategic leadership
