Sr Mgr,IT Account Mgt (IC)

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
As a Senior Manager of Client Operations within the Pharmacy Services (PS) Digital, Data, Analytics & Technology (DDAT) organization, you will lead a high-performing team that bridges client needs with enterprise technology solutions. This role is pivotal in ensuring operational excellence across all Lines of Business—Commercial, Medicare, Medicaid, and affiliated clients—by acting as a strategic liaison between Technology, Account Management, and Product teams. You will serve as the voice of the client, championing their needs internally while driving innovation, issue resolution, and service delivery. Your leadership will directly impact member satisfaction, client retention, and the successful execution of complex digital initiatives. You will have the opportunity to use your management, organizational skills, and logic to lead various efforts for the client team, which will have a profound impact on the company.

Required Qualifications

Client Advocacy & Relationship Management

• Manage and extend the IT client relationship by acting as a single liaison and advocate between IT and the Account Management Team.
• Provide ongoing IT support and analysis to both the client and business by demonstrating a thorough knowledge of clients’ architecture and custom IT work.
• Communicate scheduled and unscheduled application outages to assigned client(s).
• Facilitate meetings with both technical and business audiences, often across multiple functional departments.
• Prepare materials and presentations for the client team in a way that adds value and is easily understood by others who may not have the same background or expertise.
• Contribute to various levels of client reporting and presentations.
• Manage highly escalated member and client issues to ensure consistent, data-driven communications and sustainable resolutions.

Technology & Operations Support

• Lead client support and triaging efforts for both production and lower-level environments.
• Act as a lead for the production support team and manage stakeholder communications, including client-facing communications and SLAs.
• Drive ticket escalations to address concerns in a timely manner through the appropriate channels. Partner with other enterprise teams like infrastructure, engineering, quality, change management, incident management, etc. for issue resolution.
• Oversee annual Welcome Season activities on 1/1 and monthly Go-Lives by attending business and IT calls, speaking on behalf of the IT organization, and making sure all tickets are resolved in the applicable SLAs. Provide and maintain on-call support plans for the team.
• Promote internal CVS Health procedures around testing, release, and change management.
• Other duties as requested

Portfolio & Risk Management

• Manage initiatives and team members that span across all technology teams and require communication and influence at all levels of the organization.
• Track, manage, and validate that project and action commitments are being met across all business units, as well as the internal and client teams.
• Evaluate technology impacts on a global landscape to identify gaps and manage associated risks.
• Engage with the service warranty and CAP (corrective action plan) process when impact requires a technology solution.
• Provide client IT Account Management and contractual guidance, including to ensure that client Service Level Agreements (SLAs), PGs, and IT commitments are understood and met.

Innovation & Enablement

• Partner with Account and Product teams on new offerings and how best to position them with the CVS and client teams.
• Serve and education others as a CVS application SME for core applications to help continually improve processes and remove inefficiencies across all client support teams and areas. 
• Engage all key players involved to drive efforts internally until the client’s IT needs and requests are identified and addressed throu