About the role 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. Requirements 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. Nice to have 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. 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 timely resolution. Monitor the Problem Management channel in Microsoft Teams and ensure appropriate resources are engaged throughout the incident lifecycle. Own and publish the weekly Problem Management Summary, providing transparent, accurate, and timely reporting to leadership on incident activity, business impact, and resolution status. Facilitate blameless root cause analysis (RCA) processes following significant incidents; ensure RCAs are completed, distributed, and actioned within agreed timeframes. Track all open incident action items through to completion; follow up with vendors and internal teams to ensure accountability and prevent recurrence. Identify recurring incident patterns and systemic risks; escalate trends to leadership and drive cross-functional remediation planning. Maintain a problem management log that connects incidents to root causes, action items, owners, and resolution status. Champion continuous improvement of incident response and vendor management processes, incorporating lessons learned from each significant event. Develop and maintain standard operating procedures, playbooks, and escalation matrices for incident and vendor management. Collaborate with Data Engineering, DIA, FinOps, Clinical Operations, and other internal teams to ensure incidents affecting enterprise systems are resolved with minimal business disruption. Serve as the primary communication lead during active high-severity incidents, providing timely and clear updates to IT leadership, operations, and business stakeholders. Prepare and deliver executive-level reporting on vendor performance, incident trends, and open risk items. Translate technical incident details into clear, business-relevant language for non-technical audiences including CSMs, GMs, and senior leadership. Maintain the IT notification process and ensure all affected parties receive timely and accurate communications during and after incidents. Demonstrate solid performance or exceed performance standards in key job dimensions/attributes as defined on the Performance Appraisal for Office Staff. Perform related duties, or as required or requested by supervisor. BAYADA believes that our employees are our greatest asset Base Salary: $160,000 - $180,000 / year depending on qualifications Bonus Opportunity BAYADA offers a comprehensive benefits plan that includes the following: Paid holidays, vacation and sick leave, vision, dental and medical health plans, employer paid life insurance, 401k with company match, direct deposit and employee assistance program To learn more about BAYADA Benefits, click here As an accredited, regulated, certified, and licensed home health care provider, BAYADA complies with all state/local mandates. BAYADA is celebrating 50 years of compassion, excellence, and reliability. Learn more about our 50th anniversary celebration and how you can join in here. BAYADA Home Health Care, Inc., and its associated entities and joint venture partners, are Equal Opportunity Employers. All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, age, disability, pregnancy or maternity, sexual orientation, gender identity, citizenship status, military status, or any other similarly protected status in accordance with federal, state and local laws. Hence, we strongly encourage applications from people with these identities or who are members of other marginalized communities.
