Director IT Operations

Position: Director, IT Operations  Monogram Health is seeking an experienced Director, IT Operations to run the day-to-day operation of our enterprise IT environment end-to-end. Reporting to the VP of Cloud Engineering, this leader is the operational counterpart to the VP's architectural and platform mandate: where the VP defines how our cloud and platform foundations are designed, the Director is accountable for how they run — alongside endpoint, identity, collaboration, network, and service management. This is a hands-on operational leadership role for someone who blends classic IT service management discipline with modern Site Reliability Engineering practices. The Director ensures that core IT services, infrastructure, and platforms are reliable, secure, cost-effective, and demonstrably improving over time, measured by service levels, employee experience, and operational maturity, not just uptime. This role partners closely with Cloud Engineering, Security, Applications, Data, and Business leaders, and is expected to operate as a peer-level technical leader who can push back constructively when operational realities require it. This position reports to the Vice President, Cloud Engineering. The Director, IT Operations owns the operation of: Microsoft Azure environments (IaaS, PaaS, and supporting services) — operating to the architectural standards and platform patterns set by Cloud Engineering Enterprise networking — operating cloud networks, VPN, firewalls, and connectivity between on-premises, cloud, and remote users Identity & access — Microsoft Entra ID, conditional access, RBAC, and identity lifecycle Microsoft 365 services — Exchange Online, Teams, SharePoint, OneDrive Endpoint and user productivity platforms — device lifecycle, patching, and support IT service management — incident, problem, change, release, and request management Service monitoring, observability, and operational tooling across the IT estate   Responsibilities  Run end-to-end IT operations across cloud, network, identity, endpoint, and collaboration platforms Establish and operate Service Level Objectives (SLOs) and error budgets alongside traditional SLAs; use them to drive prioritization between reliability work and change velocity Lead incident response and major incident command for IT services; drive post-incident reviews and ensure systemic remediation Operate mature ITSM practices (incident, problem, change, release) and continuously evolve them — moving routine change toward automated, pipeline-driven flow while preserving controls Operate resilient compute, storage, networking, backup, and disaster recovery in Microsoft Azure to the standards set by Cloud Engineering Run cloud networking, VPN, firewall operations, and secure connectivity between on-premises, cloud, and remote users Own operational readiness for new systems, applications, and platform changes — including go/no-go authority for production cutover Operate Microsoft Entra ID, conditional access, and RBAC in partnership with Security; own identity hygiene and lifecycle execution Ensure reliable, performant delivery of Microsoft 365 services across the enterprise Improve the employee IT experience through automation, self-service, and modern workplace tooling; measure it with experience-level metrics (XLAs), not just ticket SLAs Ensure reliable IT connectivity and service delivery for corporate and clinical operations Promote and operationalize Infrastructure as Code (IaC) and configuration management in alignment with Cloud Engineering's standards Drive automation for provisioning, monitoring, patching, and routine operational tasks; measure and reduce manual toil Selectively adopt emerging automation and AI-assisted tooling where it materially improves reliability, response time, or employee experience Standardize platforms, reduce technical debt, and improve operational maturity over time Partner with Security to operationalize security controls, vulnerability...