Director, IT Service Management

About OpenLoop
OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states.

About The Role
We’re hiring a Director, IT Service Management & IT PMO to own how IT delivers and governs work across OpenLoop. You’ll lead the team that runs our service desk, ITIL process operations, ITSM platform, and the IT Project Management Office that intakes, sequences, and delivers IT initiatives — including the HIPAA-regulated systems supporting our clinicians and patients.
This is the operational backbone of the CIO organization. You’ll set the standards, build the systems, and lead the people that turn IT into a measurable, reliable service the rest of the business can count on.

What You’ll Do:

IT Service Management
Service desk and end-user support — staffing model, SLAs, ticket quality, and CSAT

ITIL v4 process ownership: incident, problem, change, request fulfillment, knowledge, service catalog

ITSM platform administration, configuration, automation, integrations, and roadmap

Major incident management — coordination, exec communications, and post-incident reviews

Asset and license management — hardware lifecycle, SaaS spend, software compliance

Service metrics — uptime, MTTR, first-contact resolution, CSAT — and the cadence to act on them

IT Project Management Office
Intake, prioritize, sequence of IT initiatives in partnership with all business leaders

Project delivery standards — scope, plan, status report, change control, and closeout

Resource and capacity planning across the IT portfolio

Execute with Engineering, Security, Compliance, Clinical Operations, and subsidiaries (HeyRevia, Season Health, CQ Pharmacy, Triad, LinkRX, USSL)

Vendor and SOW management for IT projects — budget tracking and outcome accountability

Leadership
Hire, coach, and grow a team of 6–15 across ITSM and the IT PMO

Set quarterly OKRs, run an operating cadence, and build career paths

Partner with IS and Compliance to keep HIPAA controls audit-ready

Represent IT to the executive team — clearly, with data, and with a point of view

Who You Are

Required
10+ years in IT, with 5+ years leading IT service management, service desk, or IT operations

Track record running an ITSM platform at scale (ServiceNow, Jira Service Management, Freshservice, or equivalent)

ITIL v4 fluent — you’ve run incident, problem, and change in practice, not just on paper

Experience leading an IT PMO or comparable IT delivery function from intake to outcomes

Healthcare experience required — you understand HIPAA, working alongside clinicians, and the audit posture a regulated environment demands

Proven people leader — you’ve built teams, promoted managers, and turned around an underperforming function

Strong financial discipline — you’ve owned a multi-million-dollar IT operating budget and SaaS portfolio

Direct, data-driven communicator who can move between an executive briefing and a Tier 1 ticket triage in the same day

Bachelor’s degree in a related field, or equivalent experience

Preferred
ITIL v4 Managing Professional or Strategic Leader certification

Experience supporting a multi-entity / subsidiary structure

Background in high-growth digital health, tele-health, or another regulated services environment

Familiarity with NIST CSF, HITRUST, or SOC 2 control environments

Our Benefits
In addition, for salaried positions you would also be eligible for:
Medical, Dental, and Vision plans

Flexible Spending/Health Savings Accounts

Flexible PTO

401(k) + Company Match

Life Insurance, Pet insurance, and more

Our Company
We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.
Sound like a good fit? We’d love to meet you.