Director of Professional Services
New
S
SymmetrioHealthcare SaaS
United States; Ideal candidate will be based In Central or Western United States.Full-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 8–10 years
- Required Skills
- AWSSaaS
Requirements
- Minimum 8–10 years’ experience in B2B SaaS service delivery, technical operations, or IT service management roles
- Minimum 3–5 years’ experience leading customer-facing technical teams
- Demonstrated experience working with enterprise or healthcare customers in regulated environments
- Strong understanding of SaaS onboarding, application support models, incident management, and escalation frameworks
- Experience partnering with Engineering and Platform teams to resolve cross-functional technical service issues
- Familiarity with identity and authentication systems (SAML/OIDC, Auth0, Entra ID / Active Directory)
- Understanding of cloud-based application environments (AWS preferred)
- Experience defining and monitoring SLAs, KPIs, and operational dashboards
- Strong executive-level communication and stakeholder management skills
Responsibilities
- Lead and develop a high-performing Technology Service Operations function, including Support and Implementation resources.
- Lead end-to-end technology service delivery across onboarding, integrations, application support, and ongoing operational support.
- Establish and maintain structured service frameworks including SLAs, escalation pathways, case management standards, and operational reporting.
- Ensure repeatable and secure onboarding processes for healthcare customers, including authentication, identity configuration, and connectivity validation.
- Act as the senior operational escalation point for customer technology and service-related matters.
- Collaborate with Engineering and Reliability teams to address systemic risks and strengthen platform resilience.
- Oversee technical onboarding processes including secure connectivity, SSO, directory integrations, and network configuration validation.
- Establish clear role definitions, accountability frameworks, and performance standards.
- Support hiring, onboarding, and professional development within the team.
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