Experienced System Operations Manager

About the Role

Our partner is seeking an experienced System Operations Manager based in the United States to oversee the performance, reliability, and continuous improvement of large-scale enterprise systems in a highly regulated healthcare environment. This role drives operational excellence by ensuring system availability, strengthening service management practices, and leading modernization initiatives. You will collaborate with cross-functional technical teams, business stakeholders, and client leadership to shape technology strategies that enhance security, scalability, and service delivery.

This position is ideal for a collaborative leader who thrives in complex environments, enjoys solving critical operational challenges, and is passionate about delivering high-quality technology solutions that support essential healthcare services.

Responsibilities

• Lead the operational management of enterprise systems, ensuring high availability, performance, resilience, and compliance with established service levels.
• Oversee incident, problem, change, and service request management while driving ITIL-based service management maturity and continuous process improvement.
• Coordinate root cause analysis, defect management, system monitoring, and escalation processes to ensure timely resolution of critical issues.
• Partner with architecture, engineering, and infrastructure teams to support cloud readiness, platform modernization, security enhancements, automation, and disaster recovery initiatives.
• Establish and monitor KPIs, SLAs, operational reporting, and governance processes to improve service quality and technical delivery.
• Collaborate with internal stakeholders and client representatives to align technology initiatives with business priorities, contractual obligations, and regulatory requirements.
• Support production releases, audit readiness, risk mitigation activities, and cross-functional coordination to maintain stable and secure system operations.
• Foster a culture of accountability, knowledge sharing, technical excellence, and continuous improvement across operational teams.

Requirements

• Bachelor's degree in Computer Science, Information Systems, Engineering, or a related discipline (Master's degree or PMP certification is an advantage).
• 10+ years of experience in IT systems engineering, infrastructure, or operations leadership within complex enterprise environments.
• At least 5 years of experience leading technical operations, service delivery, or systems management functions.
• Strong expertise in ITIL4 principles, IT Service Management (ITSM), incident management, and operational governance.
• Experience supporting regulated environments with knowledge of HIPAA, SOC controls, security best practices, and compliance requirements.
• Proven ability to lead cross-functional technical initiatives involving infrastructure modernization, cloud technologies, platform engineering, and operational improvements.
• Excellent analytical, communication, stakeholder management, and problem-solving skills with the ability to influence teams without direct authority.
• Ability to manage multiple priorities while driving operational excellence in a fast-paced, customer-focused environment.

Benefits

• Salary range of $84,800 - $121,100 per year, based on experience, location, and qualifications.
• Fully remote opportunity within the United States.
• Comprehensive medical, dental, and health benefits.
• 401(k) plan with employer matching contributions.
• Generous and flexible paid vacation policy.
• Educational assistance programs to support continued learning.
• Leadership and technical development academies for career growth.
• Collaborative, innovative work environment with strong opportunities for professional advancement.