Senior Manager - Systems Engineering

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

The successful candidate will be responsible the health and stability of environments by ensuring potential changes meet the highest standards of quality. They commonly work with a team of software and quality engineers and other professionals to develop and implement quality control measures for change implementation consistency. The candidate will oversee all technology-related release and change activities within the organization, with extreme focus on architectural interactions, risk mitigation, success criteria. This leader will interact with all levels of the IT organization to drive accountability of all teams involved as well as simplify and automate processes to make it easier for IT partners to use.

Primary Responsibilities include:

• Accountable for the overall change quality of each Aetna Tech LOB and related applications.

• Responsible for team of subject matter experts (SMEs) to review and analyze specific change details to ensures quality and fidelity of changes within their segment

• Assess related architectural solutions and integrations to flush out impacts and interactions to key applications and systems

• Review Change Plans to confirm thoroughness of detail and instructions and certify teams implementing the change understand timing and instructions.

• Collaborate with internal teams (App Development, QA, Infra, Security etc.) to review impact and outage analysis to confirm potential risks to stability or performance and risk mitigation actions

• Aid the change submitters in assessing the change severity (High/Medium/Low) as well as assessing the proper business impact and blast radius of a change.

• Ability and authority to immediately stop any change from moving forward based on risk level and quality considerations

• Confirm teams executing the change understand their responsibilities, risks / impacts, and criticality of the change

• Collaborate with Enterprise Change and Release Management to develop and implement standard operating procedures (SOPs) and quality control measures to ensure consistent quality throughout the change process

• Together with peers, develop internal audits of quality control measures to ensure consistent execution of model across other business segments

• Analysis to determine areas of risk due to process subversion or quality execution concerns with immediate development and execution of improvement plans to reduce incidents caused by change

• Collaborate with IT teams and Business teams on defect remediation and continuous improvement initiatives initiated from standard Incident & Problem Management Process and/or initiated from Lessons Learned / Postmortems related to critical business periods for the enterprise

• Collaborate with Problem Management to review, analyze, and provide solutions

Required Qualifications​

• 7+ years IT professional experience as well as experience with Creation of Processes & Procedures

• 7+ years in a senior leadership role, leading multiple complex teams

Preferred Qualifications

• Highly motivated, positive, detailed oriented and responsible

• Master’s/MBA degree

• PMP / Safe Agile

• Experience with ServiceNow

• Detailed understanding of what is needed to validate changes, including identification of all resources to confirm functionality post deploy

• Knowledge of specific expected results to declare change complete and successful

• Release, Change, Incident Management expertise

• Service Management and ITIL Experience

• Strong driver for innovation

• Process Improvement expertise

• Strong Customer Service mindset

• Highly flexible with ability to quickly adapt to changing business objectives

• Forward thinker with ability to execute / drive implementations

• Excellent negotiation, relationship, and interpersonal skills

• Strong ability to communicate with IT users and business leaders to understand requirements, expectations, and value measures