Director, Infrastructure
New
B
BAYADA Home Health CareHome health care
Location: Pennsauken, NJ 08109; Remote: TrueFull-TimeDirector
SalaryBase Salary: $160,000 - $180,000 / year depending on qualifications; Bonus Opportunity
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Job Details
- Experience
- Five (5)+ years of experience in IT vendor management, managed services oversight, or IT operations leadership; three (3)+ years of experience leading incident management or problem management processes in a complex enterprise environment.
- Required Skills
- JiraServiceNow
Requirements
- Hold a four-year college degree.
- Have 5+ years of experience in IT vendor management, managed services oversight, or IT operations leadership.
- Have 3+ years of experience leading incident management or problem management in a complex enterprise environment.
- Demonstrate experience managing vendor relationships, SLA performance, and contract compliance.
- Have a strong understanding of ITSM frameworks, including incident, problem, and change management; ITIL is preferred.
- Communicate effectively with technical and non-technical audiences and manage vendor escalations and performance-failure resolutions.
- Be proficient with incident tracking tools, Microsoft Teams, and reporting tools.
- Preferred: ITIL v4 Foundation certification or higher.
- Preferred: experience in healthcare, home health, or another regulated industry.
- Preferred: familiarity with Homecare Homebase (HCHB), Statewise/CubHub, Workday, Jira, ServiceNow, SQL, Tableau, or SOT Cube-type architectures.
Responsibilities
- Own and operate BAYADA’s Vendor Management Office as the primary relationship lead for managed service and technology vendors.
- Establish and enforce vendor SLA frameworks, performance scorecards, and escalation protocols.
- Lead vendor governance meetings, review SLA compliance, track commitments, and pursue remediation or contract adjustments as warranted.
- Lead the end-to-end incident management process, including detection, triage, escalation, resolution, and post-incident review.
- Serve as the executive escalation point for P1/P2 incidents and coordinate technical owners, product managers, and vendor partners.
- Facilitate root cause analyses, track incident action items, identify recurring patterns, and drive remediation planning.
- Develop and maintain incident and vendor management procedures, playbooks, and escalation matrices.
- Prepare executive reporting on vendor performance, incident trends, and open risks; communicate incident updates to stakeholders.
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