Director of Service Management na Monogram Health

Position: Director of Service Management

The Director of Service Management will be a key leader responsible for overseeing the full lifecycle of technology services across the organization. This role will lead the teams that manage hardware, software, and incident response, ensuring the stability, reliability, and security of all IT assets and services. The ideal candidate is a strategic thinker with a strong technical background and a proven track record of implementing and maturing IT Service Management (ITSM) frameworks. This person will be a hands-on leader who can drive continuous improvement and foster a culture of service excellence.

Roles and Responsibilities

Service Strategy & Governance:

• Develop and implement a comprehensive service management strategy aligned with business objectives.
• Establish and enforce ITIL-based processes for incident, problem, change, and asset management.
• Define and track key performance indicators (KPIs) and service level agreements (SLAs) to measure service quality and efficiency.

Hardware & Asset Management:

• Oversee the entire hardware lifecycle, from procurement and deployment to maintenance and decommissioning.
• Manage the IT asset inventory, ensuring accurate and up-to-date records for all hardware.
• Develop and execute a proactive maintenance plan to maximize equipment lifespan and minimize downtime.

Software & License Management:

• Administer software license compliance, procurement, and renewals.
• Manage the enterprise software catalog, ensuring all applications are up-to-date and appropriately licensed.
• Collaborate with security and legal teams to ensure all software usage adheres to company policies and regulatory requirements.

Incident & Problem Management:

• Lead and manage the incident response team, acting as the primary escalation point for major incidents.
• Establish and refine the incident response process to ensure rapid resolution and minimal business disruption.
• Conduct thorough post-incident reviews to identify root causes and implement preventative measures.

Team Leadership & Development:

• Manage, mentor, and develop a high-performing team of service management professionals.
• Foster a collaborative environment focused on continuous learning and professional growth.
• Communicate service management initiatives and performance to executive leadership and key stakeholders.

Position Requirements

• Bachelor's degree in information technology, Computer Science, or a related field. Master's degree preferred.
• Minimum of 8 years of experience in IT Service Management, with at least 3-5 years in a leadership role.
• Proven experience leading hardware, software, and incident management functions and in implementing and maturing ITSM frameworks. 
• Advanced knowledge of ITIL principles and practices deployed in an Agile environment.
• Demonstrated proficiency with analytical and problem-solving abilities.
• Demonstrated leadership, communication, and interpersonal skills.
• Proficiency with ITSM platforms (e.g., FreshService, ServiceNow, Jira Service Management, etc.).
• Familiarity with cybersecurity best practices and their application to service management.

Benefits

• Opportunity to work in a dynamic, fast-paced, and innovative care management company that is transforming the delivery of care to patients with multiple chronic conditions.
• Competitive salary and opportunity to participate in company’s bonus program.
• Comprehensive medical, dental, vision and life insurance
• Flexible paid leave & vacation policy
• 401(k) plan with matching contributions

About Monogram Health

Monogram Health is a leading multispecialty provider of in-home, evidence-based care for the most complex of patients who have multiple chronic conditions. Monogram health takes a comprehensive and personalized approach to a person’s health, treating not only a disease, but all of the chronic conditions that are present - such as diabetes, hypertension, chronic kidney disease, heart failure, depression, COPD, and other metabolic disorders.

Monogram Health employs a robust clinical team, leveraging specialists across multiple disciplines including nephrology, cardiology, endocrinology, pulmonology, behavioral health, and palliative care to diagnose and treat health issues; review and prescribe medication; provide guidance, education, and counselling on a patient’s healthcare options; as well as assist with daily needs such as access to food, eating healthy, transportation, financial assistance, and more. Monogram Health is available 24 hours a day, 7 days a week, and on holidays, to support and treat patients in their home.

Monogram Health’s personalized and innovative treatment model is proven to dramatically improve patient outcomes and quality of life while reducing medical costs across the health care continuum.