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Director Infrastructure

7 hours, 39 minutes ago
United States
Full-time
Executive
Operations Manager
DevOps and Infrastructure
JIRA SQL Tableau
Apply Now
BAYADA Home Health Care

BAYADA Home Health Care

BAYADA Home Health Care provides trusted clinical care and support services at home for all ages, offering 24/7 care with compassion, excellence, and reliability.

Health Care Providers & Services
5001+
Founded 1975
View All Jobs 2

Description

  • Lead and operate BAYADA's Vendor Management Office as the primary relationship owner for managed service and technology vendors.
  • Establish and enforce vendor SLA frameworks, performance scorecards, governance processes, and escalation protocols.
  • Conduct vendor governance meetings, SLA compliance reviews, and follow-up on commitments, remediation, credits, and contract adjustments.
  • Maintain the vendor portfolio register, including contract terms, renewals, escalation contacts, and performance history.
  • Partner with Procurement and Legal on vendor onboarding, renewals, and contract negotiations.
  • Lead the full incident management lifecycle, including detection, triage, escalation, resolution, post-incident review, and problem management.
  • Serve as the executive escalation point and communications lead for high-severity P1/P2 incidents.
  • Facilitate root cause analyses, track corrective actions, identify recurring risks, and drive cross-functional remediation.
  • Develop and maintain incident and vendor management procedures, playbooks, escalation matrices, and notification processes.
  • Prepare executive reporting on vendor performance, incident trends, business impact, and open risks.

Requirements

  • Four-year college degree.
  • 5+ years of experience in IT vendor management, managed services oversight, or IT operations leadership.
  • 3+ years of experience leading incident or problem management processes in a complex enterprise environment.
  • Experience managing vendor relationships, SLA performance, contract compliance, and vendor escalations.
  • Knowledge of ITSM disciplines, including incident, problem, and change management; ITIL experience preferred.
  • Strong written and verbal communication skills for technical and non-technical stakeholders.
  • Proficiency with incident tracking, collaboration, and reporting tools, including Microsoft Teams.
  • ITIL v4 Foundation certification or higher (preferred).
  • Experience in healthcare, home health, or another regulated industry (preferred).
  • Experience with Jira, ServiceNow, Homecare Homebase, Statewise/CubHub, Workday, SQL, Tableau, or similar platforms and reporting environments (preferred).

Benefits

  • Base salary of $160,000-$180,000 per year, depending on qualifications.
  • Bonus opportunity.
  • Medical, dental, and vision health plans.
  • Paid holidays, vacation, and sick leave.
  • Employer-paid life insurance.
  • 401(k) with company match.
  • Employee assistance program.
  • Remote role with required availability from 8:30 a.m. to 5:00 p.m. Eastern time.

Interested in this position?

Apply directly on the company website

Apply Now

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