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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 internal stakeholders to understand business needs and expectations, ensuring IT services contribute to overall organizational success.

• Communicate effectively with all levels of the organization to gather feedback and make data-driven improvements to service delivery.

• Oversee the design, implementation, and continuous optimization of ITSM processes for the cloud environment, including Incident Management, Change Management, Problem Management, Request Fulfillment, and other relevant areas.

• Leverage expertise in ServiceNow and cloud management platforms to optimize service delivery in the cloud environment.

• Champion best practices and industry standards (ITIL) to ensure a consistent and effective approach to IT service delivery in the cloud.

• Leverage your cloud expertise to guide the successful migration of IT services to the public cloud, minimizing disruption and ensuring a smooth transition.

Required Qualifications

• Bachelor's degree in Computer Science, Electrical Engineering, Information Systems, or a similar field required.

• 10+ years of experience leading an IT Service Management (ITSM) function, preferably in the setting of technology production operations or delivery .

• Production Operational experience with ServiceNow suite of products, JSM or other platforms including CMDB, problem management, incident management, and change management.

• Demonstrated success as a Senior Technology Executive with a proven track record of delivering high-quality infrastructure services.

• Experience within complex IT environments with diverse technologies (distributed systems, storage, networks, data centers) and vendors (open source, traditional enterprise, cloud providers).

• Budget responsibility exceeding $10 million.

• Hands-on experience working in a multi-vendor environment, including cloud providers.

• Strong analytical and problem-solving skills with the ability to develop action plans and work estimates for IT projects.

• Experience working in a high-availability systems environment.

• Demonstrated knowledge of emerging technologies and their impact on IT service management in the cloud.

• Understanding of applicable data privacy practices and laws.

Preferred Qualifications

• MS or higher in an engineering discipline is preferred

• Prior experience with cloud transformation in a large organization (F500) is highly desirable.

• Management and leadership experience of large technology teams (minimum 50 FTEs – employees & contractors)

Additional Information

• Confidence around Sr. Leaders

• Organizational Navigation

• Transformational Leadership

• Influential

• Integrity

• Negotiating Conflict

• Display consistent executive presence, professionalism, and good judgment

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$168,800 - $232,300 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

About us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or veteran status. It is also the policy of Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.