Job title: Senior Manager of IT Service Management – Remote
Company: UnitedHealth Group
Job description: Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.The Senior Manager of IT Service Management will be responsible for IT Operations and ITSM Process including Change, Incident, Problem and Availability Management. This position will lead operations analysts and a 24×7 monitoring center that also manages high priority incidents. This leader will partner with IT Platform, IT Engineering, IT Operations, Business Operations and external clients to measure, report and drive improvement of IT Service management tools and process. You will perform a critical role in defining process, procedures and tools to maximize IT efficiency and system stability as we modernize into cloud infrastructure and CI/CD.You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.Primary Responsibilities:
- Manage the IT Operations process team and a 24×7 monitoring team
- Lead High Priority Incident Management
- Lead System Management activities with performance reporting to clients including contractual mandated reporting
- Discuss system performance with clients and IT Stakeholder to determine improvements
- Owner of IT Service Management policies
- Ensure compliance with IT Process across the IT Organization
- Drive automation in IT service management processes and reporting
- Overall responsibility for defining and production of system availability metrics
- Assist with IT Teams to coordinate and support their changes
- Communicate high-priority incident escalations, incident/change summaries
- Facilitate and drive activities that support the ongoing stability and performance of production systems
- Perform all related duties as assigned
You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.Required Qualifications:
- 8+ years of experience in IT field
- 5+ of Management or IT Leadership experience
- 3+ years of experience with ServiceNow or equivalent
- 3+ years of experience managing ITSM process with Cloud environments
- 2+ years of experience Managing IT Operations in a hybrid cloud and on premise infrastructure operation
- Knowledgeable in various tools relating to the Management of Incident, Change, Problem, Knowledge Management, and reports
- Experience driving process improvement
- Demonstrated success in leveraging technology to meet business objectives
- Results oriented with a high level of emotional intelligence, solid communication and interpersonal skills, outstanding collaboration, strong influence and consensus building
- Must be able to obtain and maintain a suitability or determination of eligibility for a Confidential/Secret or Top-Secret security clearance.
Preferred Qualifications:
- Undergraduate degree in computer or business-related field
- ServiceNow configuration or development experience
- Experience with IP Operations process with CI/CD
- Experience working with government or private-sector Services
- Prior experience with UnitedHealth Group, UnitedHealthcare and/or Optum
*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter PolicyCalifornia, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, Washington, or Washington, D.C. Residents Only: The salary range for this role is $104,700 to $190,400 annually. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with al minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.
Expected salary: $104700 – 190400 per year
Location: Minneapolis, MN
Job date: Sat, 22 Jun 2024 22:12:11 GMT
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