Technology Site Operations Lead

Role: Senior operational leader for AP5 technology support services supporting contact center and pharmacy operations. Objectives include ensuring reliable technology service delivery, operational continuity, and high-quality end-user experiences. Responsibilities encompass managing daily service delivery, stakeholder engagement, incident escalation, performance oversight of managed service providers, and driving continuous service improvement. Key tasks involve coordinating issue resolution across support teams, monitoring SLA compliance, maintaining operational readiness, and developing documentation. Qualifications: Bachelor's degree in IT, Business, Engineering, or related field with 5+ years relevant experience; proven expertise in managing technology support in business-critical environments; experience governing managed service providers, SLA management, incident escalation, and operational metrics. Preferred skills include experience supporting contact centers, pharmacy, healthcare, or regulated environments; knowledge of ITSM practices, contact center technologies, and mentorship of support staff. High-value specifics include healthcare/pharma-related technology operations, site support services, incident & problem management, and compliance considerations. The role reports to leadership, involves collaboration with enterprise support, platform teams, vendors, and business stakeholders. Location: Not specified; focus on operational leadership and coordination.