Director - ITSM Operations and Reporting

Company :

enGen

Job Description : 

JOB SUMMARY

CANDIDATE MUST BE US Citizen (due to contractual/access requirements)

The Director - ITSM Operations and Reporting will lead and oversee core ITSM best practice process areas supporting all Highmark Platforms and Business Units. This pivotal role is responsible for the strategic development, execution, and continuous improvement of Incident Management (including Major Incident Management), Problem Management (including Root Cause Analysis), and Change Enablement. Additionally, this Director will lead our ITSM Reporting Center of Excellence, oversee ITSM data governance, drive Robotic Process Automation (RPA) initiatives, and cultivate our Data Analytics capabilities to foster continuous improvement outcomes. This role is critical in shaping and implementing a significant component of Highmark's multi-year ITSM strategy and roadmap, ensuring optimal resource capacity and capability management to achieve both strategic initiatives and operational excellence. The ideal candidate will have extensive experience managing global teams in a complex enterprise environment to achieve value-based outcomes. This role requires proven experience leveraging Generative AI and agentic AI technologies to automate and augment ITSM operations, accelerate insights through analytics, and improve service reliability and outcomes at enterprise scale.

• Strategy & Leadership: Develop, communicate, and execute the ITSM strategy and roadmap, ensuring alignment with Highmark's overall business and technology objectives.
• Process Ownership: Own and continually mature core ITSM processes including Incident Management (with a focus on Major Incident Management), Problem Management (including Root Cause Analysis (RCA)), and Change Enablement across all Highmark platforms.
• Reporting & Analytics: Lead the ITSM Reporting Center of Excellence, defining key performance indicators (KPIs), metrics, and reporting standards. Leads the Data Analytics capability for ITSM, connecting insights directly to continuous improvement outcomes.
• Data Governance & Architecture: Oversees ITSM data governance, ensuring data quality, integrity, and compliance. Responsible for how data architecture supports strategic Platform and Service Management (P&SM) initiatives, ensuring data can be leveraged effectively for reporting, analytics, and automation.
• Automation: Identify, prioritize, and lead the implementation of Robotic Process Automation (RPA) opportunities within ITSM processes to enhance efficiency and effectiveness.
• Team Management: Recruit, develop, and lead a high-performing global team of ITSM professionals, fostering a culture of continuous improvement, accountability, and collaboration.
• Operational Excellence: Oversee day-to-day ITSM operations, ensuring processes are executed effectively, meet service level agreements (SLAs), and contribute to overall service stability and performance.
• Stakeholder Engagement: Collaborate effectively with IT leadership, business unit leaders, and other stakeholders to understand needs, manage expectations, and ensure ITSM services support business goals.
• Resource Management: Manage resource capacity and capability to effectively support strategic initiatives and achieve operational targets.
• Continuous Improvement: Drive a culture of continuous process improvement within ITSM, leveraging industry best practices, tools, and methodologies.

ESSENTIAL RESPONSIBILITIES

• Provides oversight of one or more aspects of the application product life cycle (Planning and Design, Architecture, Product Development and Management, Product Maintenance, Platform Operations) to ensure operational