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Humana - Boise, ID
posted 2 months ago
About the position
The AVP of IT Service Management at Humana is a leadership role responsible for overseeing the enterprise Incident, Problem Management, Configuration, Availability, and Change management processes. This position aims to enhance IT service delivery through strategic governance, ensuring fast incident resolution and effective problem analysis while maintaining high stability in IT operations. The role involves leading a team of over 80 ITSM professionals and driving the organization's transition to a public cloud environment, focusing on service excellence and IT performance improvement.
Responsibilities
- Provide the vision, plan, and governance to achieve fast incident resolution and preventive root cause analysis.
- Develop and execute a comprehensive ITSM strategy aligned with business goals.
- Guide enterprise use of ServiceNow, JSM, or other necessary platforms.
- Collaborate with senior leadership to integrate ITSM into business operations.
- Foster a culture of continuous improvement within the ITSM team.
- Build, lead, and mentor a high-performing ITSM team.
- Promote and enable consolidated infrastructure and realistic testing.
Requirements
- Comprehensive understanding of IT service management principles.
- Background in production tech operations.
- Strong focus on customer relationship management.
- Experience in leading ITSM processes in a cloud environment.
Nice-to-haves
- Experience with DevOps practices.
- Familiarity with ITIL frameworks.
- Knowledge of cloud technologies and their impact on ITSM.
Benefits
- Health insurance coverage
- 401k retirement savings plan
- Paid holidays
- Professional development opportunities
