Capability Manager

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together. 

Position in this functions is responsible for specific services, functions, and solutions available internally or as a supporting element of a product, typically not sold stand-alone externally. Positions in this function play a critical role in ability to deliver products to market and/or manage internal business functions. Capability management requires alignment to business and/or product strategy, effective design and development, and ongoing management of capability portfolio across the full lifecycle to ensure business-specific or cross-enterprise impact. Market insights are leveraged to monitor trends and external landscape, and to inform capability strategies and customer use case scenarios. Positions in this function are accountable for delivering sustainable, financially sound solutions that solve a specific problem and enable successful external product delivery and/or internal business function performance, while driving adoption with internal business clients and define future capability direction that supports business strategy and new opportunities. Generally work is self-directed and not prescribed.

Primary Responsibilities:

• Works with less structured, more complex issues
• Serves as a resource to others
• Consulting, Delivery, and Implementation of ITIL Processes using ServiceNow tool (Incident Management, Problem Management, Knowledge Management, Change Management, Asset Management, Service Request Management processes and Service Desk function)
• Collaborate with cross-functional teams to assess & analyze the existing IT environment, conduct formal Service management assessment, identify gaps, defining to-be state processes in line with ITIL 4/ industry best practices. Design, Implement & Optimize the  ITSM processes and recommend service improvements to enhance service delivery
• Provides subject matter expertise on CMDB to process Owners and process working group members & Service Now development team
• Gathers requirements on ITIL V4 aligned service management processes
• Facilitate on process definition and process flows
• Finalizes service management process architecture and process assets
• Create and update Training material for various ITIL processes and conduct process trainings
• Regularly review and update Process documentation, including SOPs, workflows & process maps, and include requisite training of all impacted parties and stakeholders
• Ensure efficient and effective integration between assigned process areas and other related ITSM process areas (e.g., Knowledge, Change, Configuration Management, etc.)
• Drive the improvement of our ServiceNow implementation and service offerings based on user feedback to ensure maximum effectiveness with respect to process execution and reporting
• Drive efforts for integration of ServiceNow platform to other Applications and enable process automations
• In partnership with Service Delivery Managers, ensure support teams are operating in adherence with all ITSM Processes and with associated contractual Service Level Agreements
• Define CSFs/KPIs to evaluate the effectiveness and efficiency of the process, review measures/metrics and initiate actions required following the analysis of reporting data
• Ontime escalating issues related to process /work stream to the service manager and stream owner
• Lead ITSM transformation initiatives for potential clients, including assessing their current state processes, designing target state processes, and overseeing the implementation with a standard ITSM tool
• Providing thought leadership and strategic guidance to clients on ITSM process improvements and transformation strategies
• Ensure successful ITSM projects delivery by managing project scope, timelines, milestones, resources, and client expectations
• Facilitate implementation & analysis of metrics/Key Performance Indicators at various levels based on ITSM goals & client’s expectations
• Facilitate Continuous Process Improvement by analyzing performance metrics, identifying trends & assessing effectiveness of various capabilities performed
• Identify opportunities for Process standardization, maturity and automation using Lean and Six Sigma methodologies
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Undergraduate degree or equivalent experience
• A versatile and skilled professional with 12+ years of experience in IT and ITSM
• Experience in setting up Operation Level Agreements, Key Performance Indicators, Service Level Agreements, Critical Success Factors, and Key Measures
• Worked with cross functional teams
• Knowledge of Infrastructure technology and processes
• Solid knowledge of IT Service Management and ITIL Processes & hands-on experience in Process Design, definition & implementation
• Expertise in assessing & analyzing the current IT environment and defining processes at organization level in line with ITIL industry standards
• Proven leader to drive design, implementation & continuous service improvements for external potential clients
• Proven excellent communication, interpersonal and problem-solving skills with ability to work in multi-cultural environment
• Proven ability to adapt in designing and implementing ITIL Processes & Tools along with a Solid focus on Quality & Service Improvements
• Successfully overseen large and complex projects & deployments with multiple clients across various phases of service lifecycle (Solution Design, Transition and Steady State)
• Proven excellent command over MS Visio, Excel, Word, PowerPoint etc.
• Proven excellent training and presentation skills
• Proven solid Analytical, Problem Solving, Leadership, Negotiation, and liaising skills
• Proven solid client engagement and Presentation skills
• Proven excellent team player

Preferred Qualification:

• Experience with ITSM tools (e.g. ServiceNow, JIRA, Manage Engine, Remedy etc.), workflow automation

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.