An opportunity is available for an ITSM Director at R1, a leading provider of technology-driven solutions that transform the patient experience and financial performance for hospitals and medical groups. This director will lead the organization’s ITSM area, focusing heavily on implementing and maturing the Service Transition processes.

This is a full-time, remote position within the U.S. The base pay range is $115,000.00 – $167,640.70 per year, with eligibility for an annual bonus plan targeting 20.00%.

Role Summary and ITIL/Service Transition Mandate

This Director is responsible for ensuring all technology systems and services align with strategic organizational goals by applying advanced ITIL and ITSM frameworks. The role’s primary focus is the implementation and continuous improvement of core Service Transition and Service Operations processes.

Key Responsibilities

• ITSM & ITIL Leadership: Oversee core Service Transition (Change, Release, Configuration, Knowledge) & Service Operations (Problem & Incident) processes for the IT organization.
• Framework Maturity: Champion ITIL framework adoption and maturity throughout the IT organization, establishing and maintaining governance models that support both stability and agility.
• Continuous Improvement: Drive continuous improvement by identifying and implementing opportunities for automation and process refinement. Lead postmortems for major releases and incidents.
• Cross-Functional Alignment: Collaborate with IT and Software Engineering executive leadership to align frameworks and processes with business needs, coordinating cross-functional collaboration between these areas.
• Reporting & Compliance: Provide necessary KPI/Metric data and reporting to senior leadership. Maintain documentation of procedures for audit and compliance reviews, ensuring practices comply with all regulatory standards.
• CMDB & Release Management: Ensure the continued management and data accuracy within the CMDB (Configuration Management Database). Negotiate, plan, and manage all release activities.

Required Experience and Technical Qualifications

The ideal candidate is a proven ITSM leader with deep, hands-on experience implementing ITIL frameworks, specifically with proficiency in the ServiceNow platform.

• Experience: 8–10 years of experience in IT Operations, with at least 5 years in ITSM leadership roles.
• ITIL Expertise: Proven experience implementing and managing ITIL-based service management frameworks.
• Certifications: ITIL V4 certification (Intermediate or Expert level preferred).
• Tooling: 5+ years’ experience with ITSM Tooling (ServiceNow preferred).
• Development Knowledge: Advanced knowledge of the Software Development Lifecycle (SDLC), and knowledge of DevOps & Agile. Experience in integrating ITSM and CI/CD workflows is a key plus.
• Leadership Skills: Excellent leadership and team-building capabilities, with demonstrated ability in leading cross-functional work teams toward task completion.