Director Infrastructure

POSITION SUMMARY: The Director, Infrastructure will initiate and lead the strategy, design, development, implementation, communication, and overall management of BAYADA Home Health Care's Vendor Management Office (VMO) and enterprise incident management program to support the organization's strategic objectives. This role will be involved in all aspects of vendor and incident management across the organization, including governance, policy, and administration. This role is expected to oversee the compilation of vendor and incident data, preparation of executive reporting, and creation of Service Level Agreement (SLA) frameworks and escalation protocols, as well as the planning and maintenance of processes, playbooks, and procedures that enable and encourage the optimum performance of managed service vendors and internal support teams. Implements and administers vendor management and incident management strategies to ensure the achievement of the Enterprise-wide IT services practice's goals and objectives. MINIMUM QUALIFICATIONS: • Exemplifies characteristics of The BAYADA Way: compassion, excellence and reliability. • Four (4) year college degree. • Five (5)+ years of experience in IT vendor management, managed services oversight, or IT operations leadership. • Three (3)+ years of experience leading incident management or problem management processes in a complex enterprise environment. • Demonstrated experience managing vendor relationships, SLA performance, and contract compliance; strong understanding of ITSM frameworks (ITIL preferred), including incident, problem, and change management disciplines. • Excellent written and verbal communication skills, with a proven ability to communicate effectively across technical and non-technical audiences; experience managing vendor escalations and negotiating resolutions to performance failures. • Proficiency with incident tracking tools, collaboration platforms (Microsoft Teams), and reporting tools. PREFERRED QUALIFICATIONS: • ITIL v4 Foundation certification or higher. • Experience in healthcare, home health, or other regulated industries. • Familiarity with systems including Homecare Homebase (HCHB), Statewise/CubHub, Workday, or similar enterprise platforms. • Experience with Jira/ServiceNow or similar ITSM/ticketing platforms for incident tracking and reporting. • Knowledge of data and reporting environments including SQL, Tableau, or SOT Cube-type architectures. PRIMARY RESPONSIBILITIES: • Demonstrate and communicate the core values of BAYADA and The BAYADA Way. • Own and operate BAYADA's Vendor Management Office (VMO), serving as the primary relationship lead for all managed service and technology vendor partnerships. • Establish, maintain, and enforce vendor SLA frameworks, performance scorecards, and escalation protocols across all contracted services. • Lead recurring vendor governance meetings, track open commitments, and hold vendors accountable to agreed deliverables and response timelines. • Conduct formal SLA compliance reviews; identify gaps between promised service levels and actual performance, and pursue credits, remediation, or contract adjustments as warranted. • Maintain a comprehensive vendor portfolio register including contract terms, renewal dates, escalation contacts, and performance history. • Partner with Procurement and Legal on vendor onboarding, contract renewals, and negotiations to protect BAYADA's operational and financial interests. • Lead the end-to-end incident management process for BAYADA, including detection, triage, escalation, resolution, and post-incident review. • Serve as the executive escalation point for high-severity (P1/P2) incidents, coordinating Technical Owners, Product Managers, and vendor partners to drive t