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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.

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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.