AVP, IT Service Management
at Humana in Boise, Idaho, United States
Job Description
Become a part of our caring community and help us put health first
AVP of IT Service Management is responsible for Humana's enterprise Incident, Problem Management, Configuration, Availability and Change management routines. This leader will provide the vision, plan, and governance to guide the IT organization towards a future state of fast incident resolution, effective problem root cause analysis, and seamless change enablement - all delivered with industry-leading stability.
Reports to the VP of Infrastructure Operations within the CTO organization. Leads Operations IT Service Management Organization of over 80 ITSM employee/contractors through Humana's strategic shift to the public cloud. You will be instrumental in creating a culture of service excellence, improving IT performance, and ensuring exceptional stability and performance for our IT infrastructure. Leads design, implementation, and optimization of ITSM processes for the cloud environment, DevOps, including Incident Management, Change Management, Problem Management, and other relevant areas. This role is responsible for Config/CMDB, Problem, Incident, Availability, and Change management and technology leadership for operating ITSM on the ServiceNow suite of products.
Use your skills to make an impact
This hands-on leadership position requires a strategic thinker with a comprehensive understanding of IT service management principles, a background in production tech operations, and a strong focus on customer relationship management.
Key Responsibilities
+ Provide the vision, plan, and governance to achieve fast incident resolution, preventive Application and infrastructure root cause analysis, and change enablement with velocity - all delivered with exceptional stability.
+ Develop and execute a comprehensive ITSM strategy, aligning IT services with evolving business goals and objectives.
+ Guide enterprise use of ServiceNow, JSM, or other platforms as necessary.
+ Collaborate with senior leadership to integrate ITSM into business process operations, ensure IT services effectively meet current and future organizational needs.
+ Foster a culture of continuous improvement within the ITSM team, promoting innovation and service excellence.
+ Build, lead, and mentor a high-performing ITSM team, fostering a collaborative and results-driven culture.
+ Promote and enable consolidated infrastructure, realistic test, and consolidation of technology sprawl
+ Collaborate with inte
Job Posting: JC267831184
Posted On: Oct 31, 2024
Updated On: Oct 31, 2024