Senior Manager, Enteprise IT Problem Management

Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver.
 
Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.

Position Summary

The Senior Manager, Enterprise IT Problem Management is responsible for the strategic oversight of the problem management function, ensuring alignment with ITIL principles and organizational objectives. This role involves leading the problem management team, driving process improvements, and collaborating with senior leadership to enhance IT service quality.

The IT Problem Management team seeks to determine the underlying, or root cause of Incidents, as well as their subsequent resolution and prevention. You will integrate closely with other organizational unit including the IT Incident Management, Reporting, and IT Change Management teams to ensure encompassing information is shared and transitioned into the problem analysis process.
 

Key Responsibilities

• Define and implement the strategic vision for IT problem management.
• Lead and mentor the problem management team, fostering a culture of continuous improvement.
• Drive the development and refinement of problem management processes and tools.
• Collaborate with senior leadership to align problem management activities with business goals.
• Monitor and report on the effectiveness of the problem management process.
• Ensure adherence to ITIL best practices and drive organizational adoption.
   

The Ideal Candidate for This Role Will Have

• Excellent communication skills (oral, auditory, and written), including experience in Smart Brevity writing.
• Experience in root cause analysis and data collection within IT environments.
• Knowledge of problem process management, 5 Why’s and other methodologies of root cause analysis.
• The drive to pursue and navigate through difficult conversations and engagements while maintaining a positive, professional demeanor.
• Knowledge of network and infrastructure systems, including infrastructure management and process methodologies.
• The ability to understand and absorb technical information in a large-scale enterprise environment, and to use that knowledge to correlate patterns.
• Experience with ServiceNow, ServiceNow reporting and other analysis and reporting tools and skills.
• Proactive mindset driving sustainable solutions and addressing root cause and take preventive action to reduce potential Problems.

Required Qualifications

• 7+ years of experience in IT problem management
• 3+ years in a senior leadership role which included people management

Preferred Qualifications

• Deep understanding of ITIL framework and its practical application in problem management.
• Strong strategic planning, leadership, and organizational skills.
• Excellent communication, negotiation, and stakeholder management skills.
• Strong Problem Management Experiencing leading a team in a large complex environment. 

Education

• Bachelor’s degree or equivalent experience (High School Diploma and 4 years relevant experience)

Pay Range

The typical pay range for this role is:

$67,900.00 - $149,328.00

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. 
 
In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company