Lead Director, Enterprise IT Change and Release Management

$100,000 - $231,540/Yr

CVS Health - Buffalo Grove, IL

Full-time - Senior

Buffalo Grove, IL

Health and Personal Care Retailers

About the position

The Lead Director of Enterprise IT Change and Release Management at CVS Health is responsible for overseeing the coordination of all technology-related release and change activities. This role focuses on ensuring the integrity of IT environments through best practices in incident management, while driving accountability and simplifying processes across the enterprise. The successful candidate will lead a team and collaborate with various IT and business units to enhance change and release management practices aligned with ITIL standards.

Responsibilities

• Ensure standard ITIL best practice methods and procedures are used to review and manage all technology changes including application, database, infrastructure, and networking.
• Define and implement the Greenfield project, a transformational strategy and platform enhancement for Change and Release Management aligned with ITIL and industry standards.
• Oversee the partnership with IT and business teams on defect remediation and continuous improvement efforts initiated from standard Incident & Problem Management Process and/or initiated from lessons learned.
• Oversee the development and delivery of integrated implementation strategy and plan for Enterprise Maintenance releases.
• Collaborate with IT development teams and shared services teams to review and identify potential risks to stability or performance of key applications and systems.
• Collaborate with Pharmacy Services and Aetna Technology teams to plan, communicate, and manage annual change freeze periods in support of Annual Enrollment Period, Open Enrollment, and Welcome Season.
• Drive Change and Release quality, simplification, and automation.
• Collaborate with Problem Management to review, analyze, and provide solutions to improve change quality.
• Drive reporting simplification and automation through dashboards and Key Performance Metrics.
• Regularly examine data reporting mechanisms to maintain accuracy, efficiency, and simplification of communicating data-driven best practices.
• Monitor data to identify changes with Incident Caused by Change trends.
• Participate in special projects and ad-hoc reporting requests, as needed.
• Manage a team of Senior managers, Managers, and Senior Analysts.

Requirements

• 10+ years IT professional experience including the creation of processes and procedures.
• 7+ years in people management including oversight of multiple cross-functional teams.
• 5+ years of experience with Change, Release, Incident and Problem Management.
• 3+ years of experience with ServiceNow, Service Management and/or ITIL.

Nice-to-haves

• Strong ability to communicate with IT users and business leaders to understand requirements, expectations, and value measures.
• Advanced knowledge of software development lifecycle.
• Highly flexible with ability to quickly adapt ITSM processes to changing business objectives.
• Forward thinker with ability to execute implementations.
• Excellent negotiation, relationship, and interpersonal skills.
• ITIL v4 Certification.

Benefits

• Full range of medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Employee Stock Purchase Plan.
• Fully-paid term life insurance plan.
• Short-term and long-term disability benefits.
• Well-being programs.
• Education assistance and free development courses.
• CVS store discount and discount programs with participating partners.
• Paid Time Off (PTO) or vacation pay, as well as paid holidays.