Senior Manager - Itsm

About Judi Health

Judi Health is an enterprise health technology company providing a comprehensive suite of solutions for employers and health plans, including:

• Judi Rx, a public benefit corporation delivering full-service pharmacy benefit management (PBM) solutions to self-insured employers,
• Judi Health, which offers full-service health benefit management solutions to employers, TPAs, and health plans, and
• Judi, the industry's leading proprietary Enterprise Health Platform (EHP), which consolidates all claim administration-related workflows in one scalable, secure platform.

Together with our clients, we're rebuilding trust in healthcare in the U.S. and deploying the infrastructure we need for the care we deserve. To learn more, visit www.judi.health.

Location: Hybrid 3 days (offices in NYC, Denver, CO and Charlotte, NC area)

Position Summary 

Judi Health is looking for a Senior Manager, ITSM to own and build the processes that will keep our infrastructure stable and resilient. In this role you will educate and advise internal stakeholders on best practices for managing Incident Response, post response tracking and remediation, and operational maturity. This role will report to the VP of Information Technology, and will assist all internal technology teams in our journey towards a comprehensive and robust ITSM footing. 

Position Responsibilities: 

• Lead incident management, problem management, and change coordination, ensuring consistent execution and operational readiness 
• Build out team to manage function, as workload/program grows 
• Oversee incident response, including coordination across technical and business teams, post outage 
• Lead root cause analysis and follow-up actions, ensuring issues are fully understood and addressed to prevent recurrence 
• Oversee enterprise change management, including planning, scheduling, approvals, and conflict resolution to minimize production risk 
• Partner with engineering and delivery teams to strengthen release readiness, change quality, and system resiliency 
• Identify patterns and trends across incidents and changes, connecting insights across ITSM domains to reduce risk and improve service reliability 
• Collaborate with the Process Engineering team to build out the workflows, reporting, and processes required to drive ITSM across the organization 
• Use operational insights to drive improvements across processes, tooling, and team capability, reducing downtime and improving system stability 
• Define and track key metrics related to service health, incident response, and change performance 
• Foster a culture of accountability, continuous learning, and operational excellence across the team 

Required Qualifications: 

• Undergraduate degree in a related field or the equivalent combination of training and experience 
• Minimum eight years related IT experience, including five years in technology operations, IT Service Management, or related disciplines 
• 5+ years of leadership experience, including managing teams and/or managers 
• Experience leading incident, problem, and/or change management in a large-scale, production environment 
• Proven ability to operate in high-pressure, real-time situations 
• Strong leadership experience, including managing teams and/or managers 
• Familiarity with ITSM frameworks (e.g., ITIL) 
• Ability to influence across teams and communicate clearly with stakeholders, including leadership 
• Experience working in complex technology environments (infrastructure, applications, cloud) 

This position description is designed to be flexible, allowing management the opportunity to assign or reassign duties and responsibilities as needed to best meet organizational goals.

New York, NY Salary Range

$155,000—$165,000 USD

Denver, CO Salary Range

$135,000—$145,000 USD

Charlotte, NC Salary Range

$116,400—$125,000 USD

All employees are responsible for adherence to the Judi Health Code of Conduct including the reporting of non-compliance. This position description is designed to be flexible, allowing management the opportunity to assign or reassign duties and responsibilities as needed to best meet organizational goals.

We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

By submitting an application, you agree to the retention of your personal data for consideration for a future position at Judi Health. More details about Judi Health's privacy practices can be found at https://www.judi.health/legal/privacy-policy.