Manager, Field Technology Services

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

CVS Health is recruiting for a Manager, Field Service and Infrastructure. This role reports to the Director, Field Technical Services and will support the Field Technical Service Team. The IT Manager, Field Service and Infrastructure will oversee field service team operations, manage IT infrastructure, ensure service level agreements (SLAs) are met, and drive technical projects using a variety of tools and platforms. This role requires a blend of technical expertise, project management, and strong communication skills to collaborate with cross-functional teams, vendors, and stakeholders. The ideal candidate will have hands-on experience with IT service management tools, coding security practices, and modern data and automation platforms.

A successful candidate in this role will work in a cross functional team in a large matrix organization. This candidate will need to build relationships within the organization to understand needs and deliver results.

Key Responsibilities:

• Field Service Team Management: Lead and coordinate the field service team to ensure timely resolution of customer issues and efficient deployment of technical solutions.

• Customer Service: Act as a point of escalation for customer inquiries, ensuring high satisfaction levels and proactive communication.
• Service Level Agreements (SLAs): Monitor and enforce SLAs, ensuring compliance and continuous improvement of service delivery metrics.
• Ticket Handling: Oversee ticket management in Oracle Siebel and ServiceNow, ensuring accurate prioritization, tracking, and resolution of incidents and requests.
• IT Infrastructure Management: Maintain and optimize IT infrastructure, ensuring reliability, scalability, and security across systems.
• IT Code Security: Enforce coding best practices to safeguard applications and data integrity.
• Project Management: Plan, execute, and deliver IT projects on time and within budget, utilizing strong organizational and leadership skills.
• Technical Expertise:
  • Develop and maintain DAX formulas, Power Query, and Power BI dashboards for data analysis and reporting.
  • Leverage Power Platform and Power Automate to design and automate business workflows.
  • Work with JSON, XML, Python, and APIs to integrate systems and enhance functionality.
• Cross-Functional Collaboration: Facilitate interdepartmental communication and lead cross-functional teams to align IT initiatives with business goals.
• Vendor and Contractor Management: Negotiate with vendors, oversee contractors and developers, and ensure deliverables meet quality standards.
• Oracle Siebel Administration: Manage and support Oracle Siebel systems, ensuring seamless operation and integration.
• Azure Cloud Management: Administer and optimize cloud-based solutions on Microsoft Azure to support business applications and services.

Required Qualifications

• 5+ years of experience in IT management, including Field Service operations and infrastructure oversight.
• Proven expertise in ServiceNow, Power BI, Power Platform, Power Automate, DAX, Power Query, and Python.
• Strong understanding of JSON, XML, API usage, and Azure Cloud environments.
• Experience with Oracle Siebel and IT code security practices.

Preferred Qualifications

• Exceptional project management skills with a track record of delivering complex initiatives.
• Excellent verbal and written communication skills, with the ability to engage technical and non-technical stakeholders.
• Demonstrated ability to manage vendors, contractors, and cross-functional teams effectively.
• Certifications such as PMP, ITIL, Microsoft Power Platform, or Azure Fundamentals are a plus.
• Strong leadership and team management
• Analytical problem-solving and decision-making
• Interdepartmental collaboration and stakeholder engagement
• Vendor negotiation and contractor oversight
• Technical proficiency across multiple platforms and languages<