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Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.

Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

The Lead Director of Observability Governance is responsible for leading strategic planning for the enterprise observability roadmap and establishing a governance body and related procedures to set and maintain observability standards to meet the needs of all CVS Health businesses. As a Lead Director of Observability Governance, you will collaborate with observability engineering and operations teams, service management, IT operations, and our business partners to establish observability standards, practices, and processes. The Lead Director of Observability Governance position is responsible to ensure cost-efficient use and management of observability platforms, track observability related spend across the enterprise, and work to rationalize spend and manage cost recovery efforts. This includes developing a cost-effective platform migration and consolidation strategy, and a strategy for managing cross-platform data aggregation, analytics, and insights, in partnership with the Lead Director of Observability Engineering. In addition, the Lead Director of Observability Governance will be responsible for enterprise capacity planning and performance engineering functions, partnering with application owners to model performance against forecasted demand and enable them to accurately size their infrastructure.

Standards and Governance: Develop and maintain a governance framework and associated practices to ensure effective oversight of Observability standards, practices, and platforms. Develop minimum enterprise monitoring standards for applications, cloud environments, logging levels, end-user monitoring and other key functional areas of observability.

Financial Management: Work closely with finance and procurement teams to manage budgets related to observability products and services. Ensure cost-effective utilization of licenses and consumption-based services, drive initiatives to optimize expenditures. Identify and assess potential risks associated with consumption-based service models, develop strategies to forecast and manage consumption to establish accurate budgets.

Observability Roadmap Strategy: Establish a strategy to accelerate the migration of observability services from legacy platforms for multiple business units, ensuring optimal cost recovery, parity of service, minimal service impact, and optimal resource utilization. Establish a strategy to aggregate cross-platform data onto a single platform and provide end-to-end enterprise analytics and insights and manage the resultant solution.

Project Management: Engage executives, department heads, and IT teams to plan, execute, and oversee observability projects. This includes maintaining documentation, creating reports, and analyzing data to provide insights.

Capacity Planning and Performance Engineering: Partner with application owners to model performance against forecasted demand and enable them to accurately size their infrastructure.

Required Qualifications

• Minimum 10 years of IT industry experience with 5+ years of experience leading teams in the IT operations, DevOps, SRE, or observability space within a large enterprise (Fortune 100) environment.

• 5 years of experience in development of a high performing team and interface with all levels of the organization; Ability to develop resource plans and structures and influence organizational priorities.

• 5 years of experience in Excellent verbal/written communication, collaboration, analytical and presentation skills to lead an environment driven by customer service and teamwork; Must be able to set goals and participate in strategic initiatives for a team.

• 5 years of experience in observability concepts and solutions for component and application performance monitoring, real user monitoring, log management, incident management and triage, data analysis, and events management.

• Prior experience performing 1 year OR 1 migration or end-to-end implementation of a major observability platform; experience in associated change management, planning and execution (technology planning, training, process re-engineering, etc.)

• 3 years of experience with data analytics and reporting; including aggregation of metrics and KPI’s from sources such as applications, server, network, database, cloud and converged infrastructure.

• 3 years of experience developing enterprise observability standards including ITIL processes (Events, Incident, Major Incident, Problem, Change, Release and Operational Readiness), and developing and maintaining playbooks, runbooks, operating procedures and work instructions.

• 3 years of prior working experience with best practice frameworks such as ITIL, COBIT, TOGAF, Well Architected Reviews or similar frameworks to address IT services maturity.

• 3 years of prior experience developing enterprise KPI’s and scorecards to track value and contribution of observability or IT practices within the enterprise (examples would include Observability Coverage, Incidents Prevented, Users Trained, ROIC, etc.)

• 3 years of experience managing financial operations and software contracts, mapping IT spend to actual utilization, optimizing license utilization, and managing cost recovery efforts.

• 3 years of experience with enterprise demand analysis, capacity planning, and performance engineering in traditional and cloud architectures (AWS, GCP, and Azure).

• 3 years of experience with source control and software configuration management tools.

• 5 years of excellent analytical and problem-solving skills; Ability to present problem analysis and recommended solutions in a creative and logical manner.

• 5 years of exceptional project and program management skills, with a proven track record of managing and prioritizing multiple simultaneous initiatives to successful completion.

• 5 years of experience in owning problems end-to-end, willingness to obtain any required knowledge to get the job done

Preferred Qualifications

• Knowledge of the healthcare industry's regulatory landscape, particularly in the context of data security and privacy, is desirable.

Education

Bachelor’s degree from accredited university or equivalent work experience (HS diploma + 4 years relevant experience)

BUSINESS OVERVIEW

Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected 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.

Pay Range

The typical pay range for this role is:

$100,000.00 - $231,500.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program.

In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies.

For more detailed information on available benefits, please visit Benefits | CVS Health (https://jobs.cvshealth.com/us/en/benefits)

We anticipate the application window for this opening will close on: 12/31/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We are an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.