Director, ITSM, Service Transition - Remote Eligible

ITSM Director

R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems and medical groups. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry's most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation, and workflow orchestration.

The ITSM Director position is responsible for leading our ITIL/ITSM area to help ensure that all technology systems and services align with the strategic goals of the organization. This role emphasizes applying ITIL and ITSM frameworks to optimize service delivery, improve operational efficiency, and ensure compliance with industry standards. They will be responsible for the implementation and continued support of Service Transition (Change, Release, Configuration, Knowledge) as well as Service Operations (Problem & Incident) processes and frameworks within the R1 IT organization.

Key Responsibilities

• Oversee core Service Transition (Change, Release, Configuration, Knowledge) & Service Operations (Problem/Incident) processes for the IT organization.
• Champion ITIL framework adoption and maturity throughout the IT organization.
• Establish and maintain governance models for Service Transition and Operations processes that support both stability and agility.
• Drive continuous improvement of ITIL processes as needed by identifying and implementing opportunities for automation and process refinement.
• Ensure consistent service delivery and customer satisfaction through ITSM best practices.
• Collaborate with IT and Software Engineering executive leadership to align frameworks and processes with business needs.
• Provide KPI/Metric data and reporting as needed on a monthly and quarterly basis to IT senior leadership.
• Maintain documentation of procedures, processes, and reports for audit and compliance reviews.
• Lead and manage ITSM teams to foster a culture of collaboration, innovation, and continuous improvement.
• Coordinate cross functional collaboration between IT and Software Engineering areas as needed.
• Ensure ITSM practices comply with all regulatory standards.
• Ensure continued management of the CMDB and data accuracy within it.
• Negotiate, plan, and manage all release activities.
• Lead postmortems for major releases and incidents as needed.
• Lead processes for implementing and maintaining IT knowledge base within ServiceNow.

Required Qualifications

• Bachelor's or Master's degree in Information Technology, Computer Science, or equivalent work experience.
• ITIL V4 certification (Intermediate or Expert level preferred).
• 8-10 years of experience in IT Operations, with at least 5 years in ITSM leadership roles.
• Proven experience implementing and managing ITIL-based service management frameworks.
• 5+ years' experience with ITSM Tooling (ServiceNow preferred).
• Advanced knowledge of software development lifecycle (SDLC).
• Knowledge of DevOps & Agile.
• Experience in integrating ITSM and CI/CD workflows.
• Excellent leadership and team building capabilities.
• Strong analytical and problem-solving skills.

• Excellent written and verbal communications skills.
• Demonstrated ability in leading cross-functional work teams toward task completion.

Preferred Attributes

• Comfortable navigating ambiguity and driving clarity in complex environments.
• Collaborative and empathetic approach to leadership and change.

For this US-based position, the base pay range is $115,000.00 - $167,640.70 per year. Individual pay is determined by role, level, location, job-related skills, experience, and relevant education or training. This job is eligible to participate in our annual bonus plan at a target of 20.00%.

The healthcare system is always evolving — and it's up to us to use our shared expertise to find new solutions that can keep up. On our growing team you'll find the opportunity to constantly learn, collaborate across groups and explore new paths for your career.

Our associates are given the chance to contribute, think boldly and create meaningful work that makes a difference in the communities we serve around the world. We go beyond expectations in everything we do. Not only does that drive customer success and improve patient care, but that same enthusiasm is applied to giving back to the community and taking care of our team — including offering a competitive benefits package.

R1 RCM Inc. ("the Company") is dedicated to the fundamentals of equal employment opportunity. The Company's employment practices, including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person's age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status or any other characteristic protected by federal, state or local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.

If you have a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at 312-496-7709 for assistance.