Sherry Ryder

Director, Problem Management & Infrastructure Risk

About

As an IT Director and strategic problem solver, I’m driven by a passion for building teams, systems, and processes that work smarter — not harder. I’ve spent my career leading enterprise-level initiatives that reduce risk, improve reliability, and transform how organizations deliver technology services. From implementing ITSM governance frameworks to developing infrastructure risk strategies, I bring a balance of technical expertise and executive leadership to every challenge. My experience at Optum and Change Healthcare has reinforced the importance of collaboration, communication, and continuous improvement in delivering world-class IT services. I believe the best leaders don’t just manage technology — they inspire people to innovate, grow, and deliver excellence at scale.

Country

United States

City

Murfreesboro

Industry

Information Technology & Services

Skill

Service Delivery Management, Stake Holder Engagement, ITIL Certified, Certified Internet Web Professional, Certified Scrum Master, Generative AI for Leadership, ITIL Certification, Enterprise Risk Management, Strategic Planning, Leadership & Team Development, Data Analysis & Reporting, Communication & Stakeholder Management, Process Improvement, Troubleshooting, Software Documentation, Customer Satisfaction, Technical Support, Healthcare Information Technology, Project Management, Data Center

Experience

Director, Problem Management & Infrastructure Risk

Optum (UnitedHealth Group)

2021-1 - Present · 5 yrs 9 mos

Lead enterprise-wide initiatives to reduce incident recurrence and improve infrastructure reliability. Developed and implemented Problem Management processes that reduced P1 & P2 incidents by 70%. Partner with senior leadership to integrate risk management into strategic planning and business continuity. Conduct risk assessments, monitor KPIs, and report progress to executive leadership. Drive continuous improvement initiatives to enhance enterprise service delivery.

ITSM Governance Manager

Change Healthcare

2021-1 - 2023-4 · 2 yrs 4 mos

Nashville, Tennessee, United States

Designed and implemented ITSM Governance Framework to align service delivery with industry best practices. Managed KPIs to ensure high-quality service and customer satisfaction. Collaborated with executives to align ITSM strategy with business goals.

Information Technology Manager

Ingram Content Group

2014-12 - 2020-4 · 5 yrs 5 mos

LaVergne, TN

Directed global IT Support operations and vendor management across multiple business units. Reduced issue resolution time from three weeks to 48 hours through process optimization. Implemented 24x7 global support, cutting downtime by 80%. Oversaw system upgrades, standardization, and procurement initiatives. Championed technology adoption, training, and performance enhancement across teams.

System Support Manager

Community Health Systems

2009-2 - 2014-12 · 5 yrs 11 mos

Franklin, TN

Directed the delivery of services for 208 critical hospital facilities within 29 states and over 31,500 beds. Ensured the integrity and reliability of hospital services. • Liaison to Project Managers, Clinical, Engineering teams, and users on all aspects of production support projects. • Developed and implemented an on-boarding process for new employees. This process ensured new employees starting with the company, had all equipment and accounts created, to be fully functional on the first day. • Leveraged strategic planning and budgeting to manage the growth of the Transition, Service Desk, and Support Services Teams to support company mergers involving large volume of hospital acquisitions. • Manage cross-functional teams to resolve Healthcare systems issues expeditiously while setting proper expectations with Hospital and Corporate Executive management and status reporting.