Senior Director, Enterprise Application Support

About the role

AnewHealth is one of the nation’s leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs—wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, we provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states.

The Senior Director, Enterprise Application Support provides strategic leadership, governance, and operational oversight for the enterprise application support ecosystem. This role ensures high availability, scalability, and optimal performance of all core applications to support continuous enterprise operations. The Sr. Director participates in ITIL-aligned incident and problem strategies to minimize business disruption and accelerate issue resolution. Serving as a key bridge between technical teams and executive leadership, this role leads cross-functional alignment with development, infrastructure, and business units. The Sr. Director establishes key performance indicators (KPIs) and automation frameworks to continuously modernize the application support function, operating with full autonomy to safeguard the technology environment.

Responsibilities

• Define and execute the global operational strategy for enterprise application support across all business units.
• Establish, monitor, and report on executive-level KPIs and operational metrics to guarantee platform uptime and performance.
• Participate in enterprise-wide incident response management for critical application outages.
• Participate in root cause analysis (RCA) and permanent problem-remediation frameworks across the application landscape.
• Formulate governance frameworks, standard operating procedures, and comprehensive knowledge management strategies.
• Direct, mentor, and scale a high-performing department of Enterprise Application Support managers, engineers, and liaisons.
• Collaborate with End-Users, Product and Engineering leaders to ensure customer satisfaction as well as assist with smooth transition of new software from deployment to steady-state operations.
• Champion automation, AI-driven operations (AIOps), and self-healing systems to reduce manual support intervention.
• Act as the primary liaison between enterprise application support operations and business executive stakeholders regarding application performance and roadmap alignment.
• Evaluate emerging support technologies, monitoring tools, and methodologies to continuously modernize enterprise capabilities.
• Embody AnewHealth’s Core Values in all communications and interactions.
• Other duties as assigned.

Qualifications

Education: Bachelor’s degree in Computer Science, Information Technology/Systems or Equivalent related field

Experience: 10+ years of progressive IT experience, with at least 5+ years in a senior leadership role overseeing enterprise-scale application support or IT operations. 5-8 years of experience in a healthcare-based help desk or support environment required. Proficiency with healthcare software, terminologies, EMRs or EHRs.

Skills

• Expertise in ITIL service management frameworks and ITSM platforms (e.g. Atlassian