Senior Manager, Incident Management

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.

As a Senior Manager, Incident Management for CVS Health, you will be a strategic leader responsible for overseeing the end-to-end incident management process across critical clinical prior authorization business systems and services. You will ensure rapid restoration of normal operations during service disruptions, minimize business impact, and drive continuous improvement in incident response practices. You’ll manage a team of incident managers and analysts, collaborate with cross-functional stakeholders, and implement best-in-class frameworks such as ITIL.

Your Key Responsibilities

• Strategic Leadership: Define and execute the incident management strategy aligned with organizational goals. Lead and mentor a team of managers and individual contributors, fostering a high-performance culture.
• Incident Oversight: Own the lifecycle of major incidents (P1/P2), ensuring timely detection, categorization, prioritization, and resolution. Coordinate technical and business teams during critical incidents, including hosting war rooms and bridge calls.
• Stakeholder Communication: Serve as the primary point of contact for executives during major incidents. Provide clear, timely updates to internal and external stakeholders throughout the incident lifecycle.
• Process Improvement: Conduct post-incident reviews to identify root causes and implement preventive measures. Develop and refine incident management policies, workflows, and reporting standards. Manage a capital budget for support of process improvement.
• Metrics & Reporting: Monitor KPIs such as Mean Time to Resolution (MTTR), incident frequency, and trend analysis. Present incident performance reports to leadership and recommend improvements.
• Compliance & Governance: Ensure adherence to regulatory requirements and internal security standards. Maintain accurate documentation for audits and knowledge base updates.

Needed Skills & Competencies

• Excellent problem-solving and decision-making under pressure.
• Advanced communication and stakeholder management skills.
• Ability to lead cross-functional teams and influence at all organizational levels.
• Strategic thinking combined with operational execution.

**This is a remote role. Candidates can live anywhere in the U.S.***

Required Qualifications

• 7+ years of experience in IT Service Management or Operations, with at least 5 years in leadership roles.
• Proven track record managing major incidents in complex enterprise environments.
• Experience with ITIL and ITSM frameworks.
• Technical proficiency in incident management tools (e.g., ServiceNow, PagerDuty).

Preferred Qualifications

• Experience in healthcare, insurance, or regulated industries.
• Familiarity with automation tools, workflow platforms, and analytics (e.g., Power BI).
• Certifications in ITIL Foundation or higher; PMP or equivalent.
• Background in risk management and disaster recovery planning.

Education

• Bachelor’s degree in information technology, Computer Science, or related field.
• Master’s degree preferred.

Pay Range

The typical pay range for this role is:

$75,400.00 - $182,549.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.  This position also includes an award target in the company’s equity award program. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be