Director, IT Service Management

Teladoc Health is a global, whole person care company made up of a diverse community of people dedicated to transforming the healthcare experience. As an employee, you’re empowered to show up every day as your most authentic self and be a part of something bigger – thriving both personally and professionally. Together, let’s empower people everywhere to live their healthiest lives.

Summary of Position

We are seeking an experienced and dynamic Director to lead our Service Management Office (SMO). This position is critical to the success of our global IT Service Management (ITSM) transformation and implementation, spanning process design, global alignment, and standardization for ITSM processes such as incident, problem, change, release, service request, and knowledge management. Additionally, the Director will be responsible for the global NOC and related processes. The ideal candidate will have extensive experience with ITIL processes, NOC leadership, and ITSM platforms (like ServiceNow, Freshservice, etc.)

This role is open to someone working 100% remote within the United States.

Essential Duties and Responsibilities

Strategic Leadership:

• Provide strategic leadership and vision for the establishment and operation of the SMO and the relevance of its function at Teladoc.

Team Leadership:

• Build and lead a high-performing SMO team, providing guidance, mentorship, and development opportunities.
• Define roles & responsibilities for teams in the function and ensure goals/KPIs are set for individuals and functions

Process Design and Implementation:

• Lead the design, implementation, and continuous improvement of ITSM processes in alignment with ITIL best practices.
• Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes.

• Global Alignment and Standardization:

• Drive global alignment and standardization of ITSM processes, ensuring consistency and efficiency across all regions.

NOC Services

• Overall accountability for the 24/7 NOC organization including monitoring, alert tuning, escalation/notification, troubleshooting and smoke testing and reporting

Governance:

• Establish governance frameworks to ensure compliance with ITIL standards and effective management of IT services.
• Work to define cross department roles & responsibilities to ensure clear hand offs and well-orchestrated processes

Tooling & Technology

• Work across various technology tools and platforms to implementation, reporting on and support ITIL process of the Service Management office

Stakeholder Engagement:

• Engage stakeholders including executives to communicate and collaborate on SMO processes and metrics
• Interact with other IT teams and business unit leads to ensure collaboration and coordinated strategy to meet service management goals and objectives.

Performance Metrics:

• Track and report on key performance indicators (KPIs) to measure the success and effectiveness of ITSM and NOC processes and the SMO.
• Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams. 

Continuous Improvement

• Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
• Never give up on getting better

The time spent on each responsibility reflects an estimate and is subject to change dependent on business needs.

Supervisory Responsibilities

Yes

Required Qualifications Expected for Position

• 10+ years’ experience in technology in ITIL processes
• 4+ years demonstrated experience in leading a Service Management Office
• Experience in implementation and/or continuous improvement of ITSM systems
• Expertise of ITIL framework and have managed transformation and ongoing operations of Service Management processes. 
• Demonstrated experience in leading process improvement and organization change initiatives.

Preferred Qualifications Expected for Position

• ITIL Foundations Certification
• Experience in leading teams in size of 25+ people
• Experience in leading teams in size of 25+ people
• Expert experience in Major Incident Management, Problem Management, Change Management and related processes 
• Experience in a SaaS provider
• Experience in building a Service Management office
• Experience in running a NOC
• Agile certifications (Lean, SAFE, etc.)
• Excellent presentation, time management, and collaborating skills. 
• Motivated, goal oriented, persistent and a skilled negotiator. 
• High level of initiative and work well in a team environment. 

Plans and carries out responsibilities with minimal direction. 

Required license or credential needed to perform job: N/A

The above qualifications, knowledge, experience, and/or background are expected but not required for this role.

Work Environment                                       

                              ☐ Office           ☒  Remote                 ☐ Hybrid (Office & Remote)

Travel: ≤10%

Travel percentage reflects an estimate and is subject to change dependent on business needs.

Physical Requirements

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.  Teladoc Health will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual in line with company policy.

About Us

Teladoc Health is the global virtual care leader, offering the only comprehensive virtual care solution spanning telehealth, expert medical, and licensed platform services. Teladoc Health serves the world's leading insurers, employers, and health systems and helps millions of people around the world resolve their healthcare needs with confidence.

Job Description Acknowledgment

This job description is a general overview of nature and level of work performed by employees with this job designation It is not intended to be a comprehensive list of all duties, responsibilities and qualifications required of this position.  Management reserves the right to add, delete, and/or modify any of the job duties or requirements at any time.  I acknowledge that I have read and understand the above job description. By signing this job description, I understand the duties that are expected of me.

The base salary range for this position is $165,000 - $190,000. In addition to a base salary, this position is eligible for a performance bonus and benefits (subject to eligibility requirements) listed here Teladoc Health Benefits 2024. Total compensation is based on several factors including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable for all full-time positions.

Why Join Teladoc Health?

A New Category in Healthcare:  Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.  

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.  

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.  

Focus on PEOPLE:  Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment. 

Diversity and Inclusion:  At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.  

Growth and Innovation:  We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.  

As an Equal Opportunity Employer, we never have and never will discriminate against any job candidate or employee due to age, race, religion, color, ethnicity, national origin, gender, gender identity/expression, sexual orientation, membership in an employee organization, medical condition, family history, genetic information, veteran status, marital status, parental status or pregnancy.

Teladoc Health respects your privacy and is committed to maintaining the confidentiality and security of your personal information. In furtherance of your employment relationship with Teladoc Health, we collect personal information responsibly and in accordance with applicable data privacy laws, including but not limited to, the California Consumer Privacy Act (CCPA).  Personal information is defined as: Any information or set of information relating to you, including (a) all information that identifies you or could reasonably be used to identify you, and (b) all information that any applicable law treats as personal information. Teladoc Health’s Notice of Privacy Practices for U.S. Employees’ Personal information is available at this link.