Director of IT Service Delivery

PACS Group, Inc. is a holding company investing in post-acute healthcare facilities, professionals, and ancillary services. Founded in 2013, PACS Group is one of the largest post-acute platforms in the United States. Its independent subsidiaries operate 325 post-acute care facilities with 47,000 employees across 17 states serving over 31,000 patients daily. PACS business support division, PACS Services, provides technology and administrative support services — accounting, finance, human resources, compliance, payroll, AR/AP, legal, risk management, information technology, corporate communication, and other business advice and support — to their healthcare facilities, reducing administrative burdens so their leadership and care teams can focus on the care, well-being, and quality of life of their patients and residents. PACS is one of Utah's Best Companies to work for. It has also been recognized as one of Utah's Fastest Growing Companies for multiple years.

Job Summary

Reporting to the Sr Director of Engineering, the Director of Service Delivery provides strategic leadership and operational oversight for PACS' enterprise Service Desk, delivering responsive, customer-focused technology support to clinical, operational, and corporate teams across PACS Services and its network of skilled nursing facilities. This role establishes the vision, operating model, and performance standards for technology support services while driving service maturity through ITSM best practices, automation, knowledge management, and continuous improvement. The Director partners closely with Engineering, EHR, Information Security, Systems, Telecom, and Operations teams to ensure support services scale effectively with organizational growth, acquisitions, and evolving business needs.

Key Responsibilities/Essential Duties

• Lead the strategy, operating model, and performance management of the enterprise Service Desk, ensuring consistent, high-quality support services across corporate offices and skilled nursing facilities.
• Direct incident management, request fulfillment, escalation processes, knowledge management, and support communications to improve service quality, operational efficiency, and end-user satisfaction.
• Serve as the senior escalation point for major incidents, executive-impacting issues, and critical service disruptions, coordinating cross-functional response efforts and driving post-incident review and improvement initiatives.
• Champion a customer-first support culture through service excellence programs, Executive & VIP Support standards, self-service capabilities, automation, AI-enabled service management tools, and continuous process improvement.
• Establish and monitor service delivery metrics, including SLAs, OLAs, operational KPIs, customer satisfaction, and support performance reporting, providing recommendations and insights to Technology and executive leadership.
• Recruit, develop, and retain high-performing service delivery leaders and support professionals through workforce planning, coaching, performance management, training, and career development initiatives.

Required Experience

• 8+ years of progressive experience in technology support, IT service management, or IT operations.
• 5+ years of leadership experience managing Service Desk, technical support, or IT service organizations.
• Experience operating in mature ITSM/ITIL environments, including incident, problem, knowledge, change, and service level management.
• Proven experience managing major incidents and enterprise-scale support operations.
• Experience developing reporting, dashboards, and operational metrics to support data-driven decision-making.

• Bachelor's degree in Information Technology, Computer Science, Business Administration, Healthcare IT, or a related field, or an equivalent combination of education and professional experience.

• Ability to perform the essential functions of the position in a professional office environment.
• Ability to participate in after-hours escalation support and major incident response activities as business needs require.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the position.

Travel Requirements

• Occasional travel required, up to 15%, based on business needs.
• Occasional visits to skilled nursing facilities and regional offices.

• Experience in healthcare or another highly regulated industry, preferably skilled nursing, post-acute care, or related healthcare environments.
• Experience with ServiceNow or comparable ITSM platforms.
• Experience supporting technology integrations associated with acquisitions and multi-site organizational growth.

• Strong knowledge of Microsoft 365, identity and access management, endpoint management, and infrastructure/networking fundamentals.
• Demonstrated expertise in IT service management methodologies, service operations, and support delivery best practices.
• Strong analytical, problem-solving, and operational planning skills.
• Exceptional verbal and written communication skills, including the ability to translate technical concepts into business impact for executive audiences.
• Ability to influence and collaborate effectively across technical and business functions.
• Strong leadership, organizational, change management, and team development capabilities.
• High degree of ownership, accountability, professionalism, discretion, and sound judgment in high-visibility situations.
• Preferred certifications include ITIL Foundation (strongly preferred), ITIL Managing Professional, HDI Support Center Manager, Certified Service Desk Manager, PMP, Lean Six Sigma, Microsoft, or relevant cybersecurity certifications.

This position is based in Salt Lake City, Utah, at the PACS Services home office location and requires occasional visits to skilled nursing facilities and regional offices. Standard working hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Participation in after-hours escalation and major incident response is required as business needs dictate.

Pay

The base salary for this position is $150,000 - $170,000 per year based on experience.

Join PACS: Elevate Healthcare with Us!

PACS is elevating healthcare by revolutionizing our approach to leadership and quality care. Guided by our core values of love, excellence, trust, accountability, mutual respect, and commitment , we strive to foster a culture of compassionate care within our teams and the communities we serve. As we grow rapidly, exciting opportunities await you to engage in impactful projects and contribute valuable insights to stakeholders nationwide.

If you're ready to make a difference and embrace our mission of creating real change, we invite you to join us at PACS. Together, let's shape the future of healthcare!

Join Our Team and Thrive!

At PACS, we believe our employees are our greatest asset. That's why we offer an exceptional benefits package designed to enhance your well-being and support your lifestyle.

Our Comprehensive Benefits Include

• Health Coverage: Enjoy medical, dental, and vision plans to keep you and your family healthy.
• PTO and Vacation: Benefit from generous paid time off and holidays to relax and recharge.
• Financial Wellness: Take advantage of Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) to manage your healthcare expenses effectively.
• Retirement Planning: Secure your future with our 401(k) plan, complete with company contributions to help you build your retirement savings.
• Support When You Need It: Our Employee Assistance Plan (EAP) provides confidential support for personal and professional challenges.

Join us at PACS and take advantage of a workplace that truly values you!

We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of every race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, and any other protected characteristic. Employment decisions are based on qualifications, merit, and business needs.