Director, IT Service Management

Empower is a visionary healthcare company committed to providing quality, affordable medication to millions of patients across the nation. We hold the distinguished position of being the largest 503A compounding pharmacy and FDA-registered 503B outsourcing facility in the country serving the functional medicine markets.  

What sets us apart is our relentless focus on four core values: People, Quality, Service and Innovation. Our dedicated team of professionals collaboratively works to break new ground in the fields of manufacturing, distribution and quality control, providing a uniquely integrated approach to healthcare. Leveraging our vertical integration of the pharmaceutical supply chain, state-of-the-art technology, and a commitment to excellence, we are constantly pushing the boundaries of what is possible in medication accessibility and affordability.  

You're not just starting a job; you're joining a mission. We believe in empowering our team to innovate, grow, and drive real change in the healthcare industry. If you're a forward-thinker who thrives in a fast-paced, transformative environment, Empower is the place for you. Here, you’ll be encouraged to share your ideas, expand your skill set, and contribute to projects that genuinely make a difference. We prioritize the well-being of our team members, and we offer a supportive and engaging workplace where your contributions are not just recognized but celebrated.

Let’s revolutionize healthcare, together. Join us and be a part of something extraordinary.  

The Director Information Technology (IT) Service Management drives operational excellence and delivers seamless, high-quality service delivery to clients, ensuring innovative solutions support organizational growth and customer satisfaction. This role fosters collaboration, inspires teams, and advances the company's mission to provide access to affordable, life-changing medications. The Director is responsible for ensuring service management frameworks align with company objectives and drive continuous improvement in operations.

• Leads the design, implementation, and continuous improvement of service management processes to ensure reliable, efficient, and scalable service delivery while leveraging best practices, automation, and data-driven strategies to enhance operational performance.
• Develops, monitors, and enforces service-level agreements to strengthen accountability, optimize resource allocation, and drive operational performance metrics that align with business objectives and continuously improve service quality.
• Collaborates with cross-functional teams across IT, operations, and customer support to enhance service delivery by identifying opportunities for innovation, streamlining processes, and implementing solutions that improve efficiency and customer satisfaction.
• Manages budgets and financial planning to ensure cost-effective service management operations while analyzing service performance data to maintain compliance with industry standards, regulatory requirements, and organizational goals.
• Builds, mentors, and develops a high-performing team by fostering a culture of collaboration, accountability, and continuous professional growth, ensuring the team remains adaptable and aligned with evolving business needs.

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

• Exceptional leadership, communication, and critical thinking skills. Strong ability to build and maintain cross-functional relationships to drive business outcomes.
• Proficiency in service management frameworks such as Information Technology Infrastructure. Demonstrated experience leveraging AI in daily work to drive efficiency, solve problems, and enhance decision-making—adept at integrating AI-powered solutions into all workflows. Expertise in data analysis and service optimization tools like ServiceNow or similar platforms.

Key Competencies

• Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.
• Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
• Resourcefulness: Secures and deploys resources effectively and efficiently.
• Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
• Ensures Accountability: Holds self and others accountable to meet commitments and objectives.
• Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Values

• People: Our people define who we are as a company, and we believe that understanding and addressing the needs of our team, clients, and community is fundamental to fostering a culture of support and growth.
• Quality: Quality stands at the core of our mission, reflecting our commitment to excellence in every medication we produce.
• Service: We are here to serve others. Every interaction with our patients, providers, employees and other stakeholders comes from a place of service.
• Innovation: By continuously exploring new methodologies and embracing technology, we ensure that every solution we offer is at the forefront of pharmaceutical care.

• Minimum of 10 years of leadership experience in service management. Demonstrated success in achieving operational excellence and customer satisfaction.
• Requires a bachelor’s degree in Business Administration, Information Technology, or a related field. A master’s degree is preferred for candidates seeking senior leadership roles.
• Information Technology Infrastructure Library (ITIL) Certification; Lean Six Sigma Certification; Certified ScrumMaster (CSM); Project Management Professional (PMP) preferred.
• Demonstrated experience leveraging AI in daily work to drive efficiency, solve problems, and enhance decision-making—adept at integrating AI-powered solutions into all workflows.

We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Learn more: https://careers.empowerpharmacy.com/benefits/