Director of Service Management

Technology OperationsRemote (US)Full TimeReports to Head of Technology Operations & CISO

About the Role

As our customer base grows—spanning pharmaceutical sponsors, hospital sites, and internal clinical operations teams—we need a world-class service management function to ensure every user gets the support they need, every SLA is met, and every critical issue is resolved before it impacts a trial.

We are hiring a Director of Service Management to build and lead Pi Health's customer-facing service desk from the ground up. This role owns the full lifecycle of technical support for FICS—from designing the organizational structure, procedures, and SLA frameworks to recruiting the team that will deliver 24/7 coverage as Pi Health scales.

What You'll Do

Build the Service Desk Foundation

Design and stand up Pi Health's customer-facing service desk, including organizational structure, staffing model (L1/L2/L3 tiers), and operating procedures
Configure and optimize Jira Service Management: request types, workflows, SLA clocks, automation rules, customer portal, and Confluence knowledge base
Create the service catalog defining supported request types, severity classifications, and routing rules
Develop runbooks, troubleshooting guides, and self-service knowledge base articles covering the top issues across FICS modules

Own SLA Management & Contractual Compliance

Define and manage severity-based SLA frameworks (P1–P4) aligned to pharmaceutical sponsor contracts, including response time, resolution time, and communication cadence commitments
Monitor SLA compliance in real time and drive corrective actions when targets are at risk
Partner with sales and legal to contribute SLA language to customer contracts and support RFP/RFI responses
Deliver regular SLA compliance reporting to customers and internal leadership

Drive Incident & Problem Management

Own the full incident lifecycle: detection, classification, escalation, resolution, closure, and post-incident review
Coordinate war rooms and stakeholder communications for P1/P2 incidents, including root cause analysis reports
Establish problem management processes to identify recurring issues, conduct trend analysis, and drive permanent fixes
Partner with engineering to manage hotfix and release coordination for customer-impacting defects

Design Escalation Frameworks

Build the technical escalation matrix from L1 through L3 and into engineering, with clear ownership and handoff criteria at each tier
Design the clinical safety escalation path for platform issues that intersect with patient safety events (e.g., SAE reporting blockages)
Establish a dedicated emergency channel for safety-impacting and trial-blocking issues that bypasses the standard queue

Build & Develop the Team

Recruit, hire, and develop a high-performing support team from scratch
Design career paths and training programs covering both FICS platform functionality and clinical trial domain knowledge
Implement 24/7 coverage through a phased approach: on-call rotation initially, expanding to multi-timezone staffing as the team scales
Foster a culture of accountability, continuous improvement, and customer empathy

Lead Metrics & Continuous Improvement

Define and track key service metrics: SLA compliance, MTTR, first-response time, ticket volumes by category, CSAT, and escalation rates
Build dashboards and executive reporting for leadership visibility into service health
Drive continuous improvement initiatives informed by data: knowledge base effectiveness, ticket deflection rates, recurring issue reduction
Coordinate with product management to ensure the feature request pipeline from support is visible and prioritized

Qualifications

8+ years of progressive experience in service management, technical support, or IT operations in SaaS or cloud-based environments
3+ years in a leadership role managing multi-tiered support teams
Demonstrated experience building a service desk or support function from scratch or through significant transformation
Hands-on experience with Jira Service Management, including workflow configuration, SLA management, customer portal design, and Confluence integration
Deep understanding of ITIL practices: incident management, problem management, change management, and service level management
Experience managing contractual SLAs with enterprise B2B customers, including severity-based response and resolution frameworks
Strong cross-functional coordination skills with the ability to work effectively across engineering, product, clinical operations, and customer success
Excellent communication skills, including executive-level reporting and customer-facing incident communications
Bachelor's degree in Information Technology, Computer Science, Business, or related field

Nice to Have

Experience in healthcare, life sciences, pharmaceutical, or clinical trials technology
Familiarity with regulated environments (GxP, HIPAA, 21 CFR Part 11) and understanding of how support activities interact with validated systems
Experience designing and operating 24/7 or follow-the-sun support coverage models
ITIL v4 Foundation or Expert certification
Experience with complementary tooling: PagerDuty or Opsgenie, Statuspage, monitoring/alerting platforms
Master's degree or MBA

Details

Limited travel; remote US role
40 hours/week; overtime may be required on occasion
On-call participation required for critical incident escalation

How to Apply

Send your resume and a brief note about service organizations you've built or transformed, how you've managed SLAs in high-stakes environments, and your approach to building support teams from scratch.

Apply Now

Pi Health is an equal opportunity employer.