Lead Director, IT Service Delivery

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 Overview:

We are seeking a strategic and results-driven Lead Director of Service Delivery to accelerate the maturity and performance of our IT Services organization.

In this role, you will lead the governance and implementation strategy of critical delivery platforms (e.g. Jira and Jira Align), provide structure and input to annual and ongoing planning cycles, drive cross-functional change initiatives that optimize execution, enhance service delivery, and support innovation such as AI-driven automation.

You will serve as a key strategic partner to IT and business leadership, influencing how work is prioritized, executed, and optimized across the organization.

⸻

Key Responsibilities:

Enterprise Governance and Tooling Leadership

• Own the Jira and Jira Align platform strategy, governance, and ensuring the Atlassian tools are optimized to support portfolio management, execution transparency, and delivery excellence.

• Chair and evolve the Jira Governance Group, driving alignment across technical, service, and business teams.

• Champion adoption of best practices in project and service delivery tooling, balancing flexibility with operational consistency.

Planning Strategy and Execution

• Assist in the creation and maintenance of the IT Services roadmap, ensuring strategic priorities are translated into actionable, measurable execution plans.

• Partner closely with senior technical leaders, service owners, and program managers to align cross-team initiatives, manage dependencies, and forecast delivery capacity.

Process Optimization and Change Leadership

• Lead strategic change initiatives focused on streamlining service delivery processes, improving operational efficiency, and driving scalable execution frameworks.

• Act as a change agent for transformation efforts, building coalitions across departments, influencing without authority, and ensuring successful adoption of new processes and practices.

Innovation and Emerging Technology Implementation

• Explore and implement AI agents and automation tools to enhance service management, project execution, and knowledge management.

• Lead pilots and proof-of-concept initiatives for emerging technologies, continuously scanning for innovation opportunities that improve the IT Services operating model.

Cross-Functional Leadership and Influence

• Serve as a trusted advisor to any necessary stakeholders, through executive leadership level, on matters related to tooling strategy, service delivery optimization, and change readiness.

• Lead with influence across a matrixed environment, aligning diverse stakeholder groups toward common goals and driving execution without direct authority.

• Provide thought leadership on best practices for scaling service and program management in a dynamic, rapidly evolving IT landscape.

⸻

Qualifications:

• 10+ years of experience in program management, service delivery leadership, or enterprise tooling governance roles, with at least 3+ years at a manager or director level.

• Deep expertise in Jira platform administration and governance; familiarity with Jira Align or similar portfolio management tools.

• Demonstrated success implementing ongoing planning or large-scale portfolio management practices across technology organizations.

• Proven experience leading process transformation, change management, and enterprise adoption efforts.

• Experience managing AI tool implementations, digital automation projects, or emerging technology pilots.