IT Service Manager

Position Description

As an IT Service Manager, you will be responsible for managing a team of resources who are responsible for supporting a large number of applications within our Solution, Support and Services part of the organization.
Primary Responsibilities:
  • Manage the relationship (relative to Operations & Maintenance (OM)) between the business customers and IT partners for assigned applications
  • Manage application-specific production support processes
  • Provide second level application support, coordinating the involvement of business and/or development resources in problem resolution as necessary
  • Continually develop support skills to minimize dependency on development resources
  • Assist OM team with problem triage, categorization (break/fix vs. enhancement), root cause analysis and ability to duplicate a problem
  • Work with business partners to ensure appropriate prioritization for scheduled maintenance, including coordination of priorities across applications when required
  • Coordinate business approval of production migrations (release entry framework)
  • Provide leadership in critical issue resolution during war room process
  • Facilitate the hand-off of new release functionality from the development team to the OM team
  • Facilitate the gathering of business requirements to support OM activities as necessary
  • Identify enhancements to improve supportability, operability or performance of applications (and develop supporting business cases for suggested enhancements)
  • Collect, analyze and report SLA and OM metrics data (and take corrective actions as warranted)
  • Resolve issues with application-level service performance
  • Identify, sponsor and implement continuous improvement initiatives within the OM unit
  • Manage a staff of direct and indirect resources for their assigned applications and manage established budgets and forecasts
  • Participate in the budget setting process including justification of planned staffing levels
  • Optimize the mix of resources to obtain maximum results at the lowest cost
  • Manage the release calendar for all OM activity (code fixes and work orders)
  • Ensure compliance with all Sarbanes-Oxley and other audit / security requirements
  • Manage the proper level of OM engagement in development processes to ensure that new applications/functionality are supportable following transition to OM
  • Participate in on-call responsibilities 24x7x365
  • Manage the relationship (relative to SSS) between the business customers, and IT infrastructure and Development partners
  • Develop and maintain application-specific production support processes
  • Develop SSS capabilities to minimize dependency on Development resources
  • Coordinate with Business and Development partners to ensure appropriate prioritization of ticket work, scheduled maintenance, Metrics that matter, Vital Business Function's, Maturity Model and Business Plans
  • Provide incident resolution communication to Business and Senior Management (Incident Communicator)
  • Participate in REF activities and post production support as it relates to new production functionality
  • Evaluate and implement infrastructure initiatives for your applications
  • Collect, analyze and report Service Level Agreements and SSS metrics data for assigned applications
  • Respond timely to Senior Leadership inquiries as required
  • Work on SSS defined initiatives (Ex: technical documentation, ASK, PLM, Server Moves)



  • Bachelors degree or higher level of education
  • Minimum of 5 years of application development (or support) experience in a large enterprise environment
  • Minimum of 5 years or more of experience managing direct reports with full HR responsibilities (performance reviews, setting goals, coaching, etc)
  • Ability and willingness to hold on-call responsibilities to respond to system issues 24x7x365
  • Prior experience leading development and/or support for large, critical applications (preferably on multiple platforms)


  • Previous experience managing a remote team of resources including offshore team members
  • Previous budgeting experience
  • Previous Healthcare industry experience
  • .NET, Java and/or Web Services experience




Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

What makes your technology career greater with UnitedHealth Group? You'll have the most opportunities to grow and develop. We invest in rich technology resources and talented people to help glean and use intelligence in ways that drive quality and affordability of healthcare for millions of people worldwide. It's your chance to be a transformational force in the industry and within UnitedHealth Group. If you believe there is always a better way, take the next step in exploring your potential with UnitedHealth Group.

Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.SM

Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. In addition, employees in certain positions are subject to random drug testing.


Job Details
Contest Number: 558757
Job Title: IT Service Manager
Job Family: Information Technology
Business Segment: Optum Technology
Job Location Information:
Region: North America
Country: United States
City: Cypress
State - Province: California
Other States where Job(s) is Located: MN,NJ,AZ,CT,
Other Cities where job(s) is Located: Plymouth,Basking Ridge,Phoenix,Hartford,
Additional Job Detail Information:
Employee Status: Regular
Schedule: Full-time
Job Level: Manager
Shift: Day Job
Travel: Yes, 25 % of the Time
Telecommuter Position: No
Overtime Status: Exempt