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.