Head of Services - Support and Managed

We provide extensive opportunities for personal and professional development, building both employee competence and organizational capability to fuel exceptional performance through an inclusive environment both now and in the future. Summary: In this role, you will lead the enterprise-wide strategy and execution for Change Control, Critical Incident Management, and Release Management. You will drive operational excellence through process standardization, governance, and alignment with ITIL best practices while partnering with IT leadership, Security, Application Owners, and Platform Teams to build scalable, auditable, and secure operational frameworks that foster proactive risk management and continuous improvement. Responsibilities: Develop and drive the enterprise vision, strategy, governance, and operational objectives for change, incident, and release management aligned to business and technology goals. Partner with senior leadership, Security, Compliance, Risk, and Platform teams to align operational practices with enterprise architecture, governance standards, regulatory requirements, and strategic priorities. Lead standardization, adoption, governance, and continuous improvement of enterprise change, incident, and release management processes in alignment with ITIL best practices. Establish and chair the Change Advisory Board (CAB), ensuring rigorous review, risk assessment, accountability, and governance for enterprise technology changes. Define, monitor, and report on KPIs related to change success rates, incident response effectiveness, release quality, operational resilience, and process maturity. Oversee separation of change and release functions while ensuring secure, compliant, and efficient delivery practices across hybrid cloud and enterprise technical environments. Facilitate executive-level communication during critical incidents, including status updates, mitigation strategies, root cause analysis, post-incident reporting, and operational readiness activities. Coordinate cross-functional release planning, operational readiness, and implementation activities to support successful enterprise technology deployments and service continuity. Develop and maintain operational policies, standards, dashboards, documentation, and reporting frameworks supporting enterprise IT governance, audit, and compliance objectives. Recruit, mentor, and lead high-performing teams while driving service excellence, operational discipline, automation initiatives, continuous improvement, and strong collaboration with clients, vendors, and internal stakeholders. 5 or more years of experience leading service management and functional/technical teams in a management or director-level role within a complex enterprise environment required. Deep knowledge of ITIL frameworks, IT Service Management principles, enterprise service operations, and process governance practices required. Proven experience designing and operating CAB processes, leading critical incident command centers, and managing enterprise release operations highly preferred. Experience selecting, implementing, and optimizing ITSM platforms, automation tools, and operational reporting frameworks. Excellent written, verbal, executive communication, stakeholder management, and crisis management skills. Familiarity with Active Directory, hybrid cloud environments, CI/CD pipelines, modern infrastructure, cybersecurity practices, and regulatory or audit requirements related to IT operations highly preferred. Equal Opportunity Employer: Females/Minorities/Veterans/Individuals with Disabilities The Company is committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identity, ethnicity, age, national origin, sexual orientation, disability status, veteran status or any other category protected by applicable law. Working at Vizient means making a difference in today’s dynamic health care industry, every day. Our mission is to connect health care organizations and providers with the knowledge, solutions and expertise that enable them to accelerate their clinical and operational performance. Provista - Proven supply chain partner specializing in extended, diagnostic and preventive care facilities, including surgery centers, home health and senior living Apexus - The exclusive contractor for 340B Drug Pricing Program, managed by the Health Resources and Services Administration aptitude - The industry’s first online direct contracting market, supporting self-contracting activity between hospitals and suppliers. Sg2 - Providing a unique blend of analytics, intelligence, consulting and education to enable health system leaders to integrate strategic growth and performance across the continuum of care.