Senior Manager, IT Service

You could be the one who changes everything for our 28 million members by using technology to improve health outcomes around the world.  As a diversified, national organization, Centene's technology professionals have access to competitive benefits including a fresh perspective on workplace flexibility.
 

Position Purpose:
Oversees the change and release process.  Responsible for the release of updates to technical systems, including developing release schedules, provides support during the technical release process, and ensures that production systems are functional following a successful release. Supports the deployment of the code to the test and production environments.

• Oversee and coordinate the change management and release management processes for Centene ensuring that IT system changes and software releases are conducted in a controlled and authorized manner.
• Develop and execute comprehensive change management and release plans that encompass timelines, resource allocation, and budget management, while ensuring effective communication and collaboration with key stakeholders.
• Analyze the potential impact of changes on business operations, systems, and processes, identifying and mitigating risks to minimize disruptions during IT changes and software releases.
• Conduct meetings with the Change Advisory Board (CAB) for higher-risk changes, track the progress of changes and releases, and ensure timely and budget-compliant delivery.
• Perform post-implementation and post-release reviews to assess the success of changes and releases, continuously identifying areas for improvement to enhance future processes.
• Engage and communicate effectively with stakeholders throughout the change and release process, providing clear and timely updates, addressing concerns, and ensuring stakeholder involvement.
• Strive for continuous improvement by evaluating outcomes, gathering feedback, and systematically reviewing failed changes to implement lessons learned and enhance change practices.
• Embrace automation and rethink approval models to streamline processes, reduce manual tasks, and develop a shift-left approach, while also creating and maintaining a training program for users and tracking key performance indicators (KPIs) to ensure success.
• Detailed understanding of change, configuration, and release management processes based on ITIL.
• Good understanding of incident and problem management processes based on ITIL.
• Good understanding of agile development methodology and DevOps and experience communicating with both management and engineering.
• Performs other duties as assigned.
• Complies with all policies and standards.

Education/Experience:
Requires a Bachelor's degree and 6+ years of related experience, including prior management experience.

Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.

Technical Skills:

• Knowledge of ITIL change management, service management and/or project management, IT security, patching, compliance, and best practices
• Experience with IT Service Management; Microsoft Office
• Experience with an ITIL-based support environment and with IT Service Management (ITSM) systems such as ServiceNow
• Experience with one or more of the following Other: ITIL Foundation or ITIL certificate in release, control and validation
• Understanding of SDLC and release management core principals
• JIRA, ServiceNow, Confluence, SharePoint, Microsoft Teams

Soft Skills:

• Ability to lead/manage others
• Collaboration and team building skills
• Effectively coaches and delivers constructive feedback
• Instills commitment to organizational goals
• Ability to communicate and make recommendations to upper management
• Effective conflict management skills
• Develops and delivers effective presentations
• Demonstrated negotiation skills

License/Certification:

• ITIL Foundations v3 preferred

Pay Range: $119,100.00 - $220,500.00 per year

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules.  Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.  Total compensation may also include additional forms of incentives.

Centene is an equal opportunity employer that is committed to diversi