Federal Health CTO leading technology initiatives and health IT solutions for Federal Health Division. Guiding strategy, stakeholder engagement, and team management in a hybrid role.
About the role
- Head of Technology Command Center overseeing modernization and operational maturity of global ITSM processes. Leading a global support model with incident, problem, change, and crisis management practices.
Responsibilities
- Command & Control for major events: Global 24x7 Command and Control: Lead a multi-regional, always-on Command Center, ensuring resilient, uninterrupted support for critical business services worldwide.
- Raise the bar on ITSM excellence: Advance ITIL-aligned practices across change, incident, and problem—with automation, AI, Agentic AI capabilities with guardrails, and evidence-based trending to prevent recurrences.
- Measure and drive meaningful improvements: Establish clear OKRs and stability scorecards; leverage data-driven insights to reduce incidents, improve MTTR, and strengthen resiliency posture.
- Influence and partner across the enterprise: Operate as part of the CTO organization, collaborating with peers who own Observability toolsets, Site Reliability Engineering (SRE) squad leaders, and chapter/platform leaders.
Requirements
- 15+ years of progressive leadership in large-scale, complex technology environments
- Must have 5+ years of experience leading command and control at an enterprise level.
- Deep expertise in ITSM (ITIL), with a proven track record of maturing incident, problem, change, and crisis management at scale.
- Experience modernizing ITSM using automation, AI, and self-healing technologies.
- Demonstrated success operating a global, always-on Command Center.
- Strong partnership orientation with SRE, platform, and chapter leaders.
- Executive presence and communication skills, with the ability to influence at the highest levels.
- Deep, hands-on expertise across AWS (resilient patterns, multi-AZ/region, HA/DR) and on-prem technologies (compute, storage, network, virtualization).
- Mastery of observability (metrics, logs, traces) and how to convert telemetry into prevention and faster recovery.
- Experience with Splunk, Datadog, Dynatrace or equivalent platforms.
- Experience leading platform chapters/communities of practice is attractive.
Benefits
- Other rewards may include short-term or annual bonuses
- long-term incentives
- on-the-spot recognition
Job title
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Experience level
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Degree requirement
No Education Requirement
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