IT Service Management Director

4 days ago


Washington DC USA, United States Humana Full time
Job Title: AVP, IT Service Management

Humana is seeking a highly experienced and visionary IT Service Management leader to join our team as an AVP, IT Service Management. This is a critical role that will drive the strategic direction and implementation of our IT service management practices, ensuring seamless delivery of high-quality services to our customers.

Key Responsibilities:
  • Develop and execute a comprehensive IT service management strategy, aligning IT services with evolving business goals and objectives.
  • Provide leadership and vision to the IT service management team, fostering a culture of innovation and excellence.
  • Collaborate with senior leadership to integrate IT service management into business process operations, ensuring IT services effectively meet current and future organizational needs.
  • Oversee the design, implementation, and continuous optimization of IT service management processes for the cloud environment, including incident management, change management, problem management, and request fulfillment.
  • Leverage expertise in ServiceNow and cloud management platforms to optimize service delivery in the cloud environment.
  • Champion best practices and industry standards (ITIL) to ensure a consistent and effective approach to IT service delivery in the cloud.
Requirements:
  • Bachelor's degree in Computer Science, Electrical Engineering, Information Systems, or a similar field.
  • 10+ years of experience leading an IT service management function, preferably in the setting of technology production operations or delivery.
  • Production operational experience with ServiceNow suite of products, JSM, or other platforms, including CMDB, problem management, incident management, and change management.
  • Demonstrated success as a senior technology executive with a proven track record of delivering high-quality infrastructure services.
  • Experience within complex IT environments with diverse technologies and vendors.
  • Budget responsibility exceeding $10 million.
  • Hands-on experience working in a multi-vendor environment, including cloud providers.
  • Strong analytical and problem-solving skills with the ability to develop action plans and work estimates for IT projects.
  • Experience working in a high-availability systems environment.
  • Demonstrated knowledge of emerging technologies and their impact on IT service management in the cloud.
  • Understanding of applicable data privacy practices and laws.
Preferred Qualifications:
  • MS or higher in an engineering discipline.
  • Prior experience with cloud transformation in a large organization (F500).
  • Management and leadership experience of large technology teams (minimum 50 FTEs).

Humana is an equal opportunity employer and welcomes applications from diverse candidates. We offer a competitive compensation package, including a salary range of $168,800 - $232,300 per year, and a comprehensive benefits program.



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