At Nuna, our mission is to make high-quality healthcare affordable for everyone. We are dedicated to tackling one of our nation’s biggest problems with ingenuity, creativity, and a keen moral compass.

Nuna is committed to simple principles: a rigorous understanding of data, modern technology, and most importantly, compassion and care for our fellow human. We want to know what really works, what doesn't—and why.

Nuna partners with healthcare payers, including government agencies and health plans, to turn data into learnings and information into meaning.

YOUR TEAM

Nuna’s products are built to help deliver value-based care, at scale, across the United States healthcare system. Value-based healthcare is a delivery model where providers are paid based on patient health outcomes, instead of traditional fee for service arrangements, driving delivery of higher quality care for patients at lower cost. Today, value-based care is incredibly difficult to operationalize so we’re making it easier with products that enable automated, accurate, and transparent operation of value-based payments.

Nuna’s Customer Services and Solutions team is a forward-deployed, customer-focused team that partners with Product Management, Engineering and Implementation teams to ensure the efficient delivery of our Value-Based Payment product suite to customers.

YOUR IMPACT

The Sr. Director of Production Support Operations will report to the SVP Customer Services & Solutions. This position will establish the strategy and roadmap for building a world class Production Support function to drive an exceptional experience for Nuna customers and team members. You will champion best practices and service excellence, and build and manage a team for the development and operation of service management processes based on DevOps principles and ITIL standards. 

YOUR OPPORTUNITIES

In this role you will lead a team of highly driven professionals dedicated to a delightful customer support experience with Nuna’s SaaS products.

• Define and implement Nuna’s product support and operational services strategy to manage customer service levels and operational KPIs with optimized resources and costs. 
• Define  strategy to drive implementation and operation of service management and operational best practices relevant to SaaS products and cloud computing services. 
• Ensure all service management processes enable ITS service agility.
• Create an environment that supports customer self-service and automation of routine service requests.
• Foster continuous service delivery optimization and improvement, based on lean principles.
• Identify resources and sourcing of service management operations support.
• Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures and tools, including self-auditing and compliance around ITSM procedures.

Key Responsibilities 

• Ensure Nuna's customer service level adherence/compliance and deliver customer delight.
• Lead a team of professionals in service transformation, service management, metrics, and reporting. Manage operational Service Desk, and service catalog and fulfillment workflows. Build, publish and manage utilization of the service catalog.
• Promote and champion adopting of ITIL process and methodology for effective service request, incident, problem, change, and knowledge management. Mentor service and process managers within the operational team on ITIL and ITSM concepts. Provide direction and goal setting for the operations team on strategy and operations.
• Manage service utilization, system capacity, and demand, and work with relevant stakeholders within Nuna. Manage operational services, budgets, and forecast appropriately. 
• Develop and drive implementation of the service management, Tools, and Monitoring / Logging strategy and associated business processes across the IT organization. Support implementation of CMDB and change management effectiveness.
• Oversee the process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.
• Develop performance measures and consistently report operational services metrics/KPIs to Customer Solutions, and Nuna Executive Leadership team.
• Provide tactical and strategic recommendations based on ITSM key performance indicators and measures.
• Lead high severity incidents, on-call participation, and the root cause report to internal and external stakeholders. Manage on-call duties and response to emergencies as needed. 
• Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting, and regular engagement with Nuna stakeholders.
• Interface with other Nuna teams, including Product Management, Engineering, Customer Solutions, and Customer Success, to ensure collaboration and coordinated strategy to meet service management goals and objectives. 
• Develop and lead operational services cross-process compliance and design coordination within the operations team and cross-functionally with other departments within Nuna as needed. Foster a highly collaborative, customer-focused approach to operational service management and delivery.
• Provide subject matter expertise to any other internal Nuna projects and programs as needed. 

YOU BRING

• Bachelor's degree in Computer Science or related field AND minimum of eight years demonstrated experience in ITSM and/or information technology, or equivalent combination of experience, training, and/or education.
• Motivated, goal-oriented, persistent, and a skilled negotiator.
• High level of initiative and work well in a team environment.
• Handles stressful situations and deadline pressures well.
• Ability to leverage expertise from a variety of cultural and diverse team member backgrounds.

Knowledge Skills and Abilities that include

• Expert knowledge and experience of IT Service Management frameworks (ITIL), Dev principles, Lean practices.
• Demonstrated experience in leading process improvement and organizational change initiatives.
• Experience working with Software as a service (SaaS) provider operational services and measurements.
• Proven expertise and overall responsibility in customer service and contact center services, performance and new generation capabilities.

Preferred Qualifications & Bonuses

• Expert knowledge of ITIL framework and experience having managed transformation and ongoing operations of Service Management processes.
• Experience with HITRUST certification, operational controls, and compliance, SOC2 audit and certification and compliance; FedRAMP certification and compliance a plus. Experience with NIST operational controls and requirements. 
• Experience with HealthCare data environments and services that support multiple customers and business verticals under HIPAA PHI and PII regulatory compliance.
• Knowledge of ServiceNow™ and/or other tools used in ITSM environment, e.g. processes, workflows, reporting, and dashboards.

Nuna is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetics and/or veteran status.