At HCSC, we consider our employees the cornerstone of our business and the foundation to our success. We enable employees to craft their career with curated development plans that set their learning path to a rewarding and fulfilling career.

Come join us and be part of a purpose driven company who is  invested in your future!

Job Summary

This position will lead the efforts and provide oversight for system reliability and performance maximizing business value by minimizing system disruption that impacts key business processes. The role with manage operations teams that support proactive and preventative processes that reduce operational risk and improve the member experience. This leadership role will be expected to direct and influence key stakeholders across infrastructure, security, and operational to support the company’s growth and operational efficiencies goals. It is responsible for working in collaboration with all Technology and Security teams to develop and lead ITSM processes to support transformational change; maintaining process information for select IT processes, including mapping and measuring business objectives to IT process outputs; driving conversations with IT and business partners to define updates to process requirements, and create process flows and metrics to measure success for the following processes: major incident, incident, problem, service request, configuration, knowledge, and asset. This role is responsible for utilizing analytics and automation to plan, implement and continually improve processes by building high performing teams, maturing capabilities, and leveraging best practices in the ITIL framework. This person will manage $60 million in software spend and tooling that support system monitoring, ticketing, and service request workflow (Dynatrace and ServiceNow). This person is also responsible for implementing AIOps, automation, tool rationalization across the infrastructure portfolio; as well as responsible for all tooling and dashboards in multiple command centers across the organization (including security operations, digital, and infrastructure).

Please note, this role may require travel up to 10%.
This role is hybrid/flex requiring in-office visibility three days per week.

Responsibilities include:

• Oversee development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives in collaboration with enterprise process design team.
• Lead and manage a team of employees, providing guidance, coaching, and support as needed.
• Collaborate with other departments and stakeholders to ensure that business needs are being met.
• Analyze data and make recommendations for improvements to processes, procedures, and systems.
• Stay up-to-date with industry trends and best practices, and apply this knowledge to drive innovation and growth.
• Communicate effectively with employees, stakeholders, and customers, both verbally and in writing.
• Lead the implementation of a new ITSM suite by assisting in defining and implementing foundational data for the tool in such a way as to enhance process functionality across all ITIL processes.
• Use a metric driven approach to work with all IT stakeholders in order to bring about continuous process improvements, create plans to bridge process gaps, and produce data driven analyses to measure critical success factors and key performance indicators across IT processes. Metrics will be provided to the Enterprise Process Design team on an agreed upon frequency.
• Maintain knowledge of IT systems, tools, and stays abreast of new developments in IT Service Management.
• Lead IT Asset Management function and its integration with IT Finance and Configuration Management functions.
• Execute HCSC performance cycle including all Human Capital mgmt. activities and provides guidance/training to staff for current duties.
• In collaboration with the Enterprise Process Design team, establish a process governance structure.
• Effectively balance technical, managerial, and short-term strategy.
• Reduce risk exposure and misalignment between strategy and technology as well as business objectives.
• In charge of hiring decisions within the team and improving team capabilities
• Develop product strategy and short-term roadmaps.
• Support day-to-day activities and operations to support member and employee experiences.
• Execution on project deliverables and milestones while reducing risk and issues.
• Lead multiyear / multi-phase project execution.
• Proactive approach to training and professional development of team members in anticipation of future needs.
• Execute of mid-term roadmaps and mid-term capability maturity models
• Develop and execute strategic multi-year / multi-phase cost containment.
• Develop, execute and influence direct tea