CVS Health

Buffalo Grove, Illinois, United States

Senior Manager, IT Systems

Posted over 1 month ago

Job Description

Job Description
PBM-IT Service Delivery - Senior Manager is a highly visible role within the Mail, Member and Client Services (MMCS) group at CVS Health supporting enterprise level, mission critical services. These services include applications used directly by CVS Health members or by call center agents to provide world-class member experience, call center technology applications, services provided by 3rd party call center vendors, clinical & benefit coding applications, Mail Order/Home Delivery systems etc.

The Senior Manager leverages proven leadership skills to manage a team of technical vendor resources maintaining applications central to the operations of CVS Health. The Senior Manager leads strategic decision making, influences change, and drives results.

The Senior Service Delivery Manager is proficient in all critical functions for the applications assigned and is expected to champion SDLC methods and best practices on the team to ensure that quality standards are met. The role includes being accountable for maintaining the production application ecosystem, working with managed services vendor closely on achieving application SLAs, stability, partnering with core infrastructure & application development teams to resolve defects, execute defect elimination plans and identify actions to ensure overall service stability.

The role includes being accountable for working closely with managed services vendor on production maintenance, incident management, problem management, and identifying opportunities for continuous improvement for the applications assigned. The Senior Manager is proficient with all the platforms assigned and is expected to be a platform leader with responsibility and accountability for the tactical and strategic directions of the production platforms.

The manager contributes to the development and design of technical solutions adhering to all established methodologies, standards and guidelines. The candidate must have a sharp focus on platform stability, quality of service, continuous improvement and risk mitigation. The ideal candidate can influence behavior to achieve the right outcomes to support the business.

Responsibilities:

* Work closely with managed services vendor on ensuring all the service delivery aspects and deliverables are met as per CVS Health standards

* As an owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

* Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed

* Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed

* Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

* Drive internal and third-party service review meetings covering performance, service improvements, quality and processes

* Identify areas for improvement, present recommendations and champion changes. Keep apprised on industry best practices.

* Effectively communicate and collaborate with IT leadership, business partners and the broad IT community, often across multiple functional areas, to deliver technically sound and cost-effective solutions

* Collaborate with internal teams to evolve & improve internal processes including but not limited to incident, problem and change management.

Required Qualifications
* 10+ years of production support or service delivery experience.

* 5+ years of experience working with a managed services vendor.

* 5+ years of experience of managing 3rd parties and 3rd party delivered services.

* 5+ years of experience in Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.

* 5+ years of experience in Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.

* ITIL Qualified & Expert knowledge of ITIL disciplines.

Preferred Qualifications
* Demonstrated understanding of various technologies (Java/J2EE, .Net, MQ, Mainframe, Telephony systems etc.)

* Experience with major database management systems, e.g. DB2, Oracle, and SQL Server.

* Experience creatively debugging complex system problems spanning entire hosting stack (application, server, communication channels, networking components, etc), resulting in problem determination and restoration through thorough research and fact finding.

* Be able to exhibit decisiveness and good judgment, even in ambiguous circumstances.

* Experience supporting both proprietary and vendor developed or supported applications.

Education
Bachelor's degree in Computer Science or equivalent work experience required, one additional year of experience is required for each year of college not attained.

Business Overview
At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.


We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

09171619

Sorry, this job has expired.