IT Service Manager III

Workforce Classification:

Join Our Team: Do Meaningful Work and Improve People’s Lives 

Our purpose, to improve customers’ lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare.

To better serve our customers, we are fostering a culture that emphasizes employee growth, collaborative innovation, and inspired leadership. We are dedicated to creating an environment where employees can excel and where top talent is attracted, retained, and thrives. As a testament to these efforts, Premera has been recognized on the 2025 America's Dream Employers list. In 2024, Newsweek honored Premera as one of America's Greatest Workplaces, America's Greatest Workplaces for Diversity, and America's Greatest Workplaces for Mental Wellbeing. Additionally in 2024, Forbes ranked Premera among America’s Best Midsize Employers for the fourth time.

Learn how Premera supports our members, customers and the communities that we serve through our Healthsource blog:  https://healthsource.premera.com/.

As an IT Service Manager III, you sustain the framework for how IT services become valuable, observable, and operate well. The Service Manager III ensures effective measurement, monitoring, and reporting of service outcomes, and builds and sustains Live Site culture and practice with a dedicated focus on the customer experience. This role owns the management of end-to-end IT service delivery and operations.

This is a hybrid role on our campus in Mountlake Terrace, WA.

What you’ll do:

• Own, manage, maintain, and represent KPIs for your respective services/function in regards to service availability, delivery, security, and restoration.

• Identify critical service offerings and drive end-to-end service improvements.

• Communication management with stakeholders during outages.

• Promote, maintain, enhance, and institutionalize service improvement plan (SIP).

• Manage and track the implementation of the SIP activities.

• Report and escalate SIP implementation issues as needed.

• Participate in forums such as Operational Acceptance, Change Accountability Board, Live Site (& RCA) and Quarterly Service Reviews.

• Understand the costs related to services such that service goals satisfy business needs at a price the business can afford.

• Proactively build and sustain strong and effective relationships with stakeholders, engineering teams, and senior management.

• Support teams with knowledge management, run books, and visualization of service performance.

What you’ll bring:

Required Qualifications

• High School Diploma.

• 3+ years of experience using ServiceNow Configuration Management Database and Service Mapping or comparable data workflow system.

• Knowledge of any one public cloud like Azure/AWS/GCP (Azure preferred).

• 3+ years managing end-to-end IT service delivery and operations.

• ITIL certification or comparable ITIL/ITSM related work experience.

• Contract review, documentation, and negotiation experience.

Preferred Qualifications

• Exposure to Azure technologies: working knowledge with AZ-900 level.  Azure AZ-900 Certificate preferred.

• Experience with Web technologies and service health metrics/measurements for Web.  Experience driving the Non-Functional requirements for critical services.

• Understanding of network protocols and configurations including SNA/SNI and TCP/IP.  Experience monitoring equipment and software to ensure network and data security. 

• Experience with vendor management (driving SLO/SLA conversati