Director, ITSM Managed Service Lead – Remote

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.

The Director, ITSM Managed Services Lead is accountable for mobilization and ongoing operations of the ITSM functions within the Market Performance Partnership organization. This role involves developing and implementing ITSM processes, managing a team of ITSM professionals, and ensuring that our ITSM processes align with industry standards, best practices and client expectations. The position is also responsible for leading efforts to standardize, optimize, and drive efficiencies. Successful candidates must possess a blend of ITIL, operating model design, and managed services operations experience including:

• Service Strategy: Defining the services that will be offered and how they will be delivered to meet business objectives
• Service Design: Designing the IT services, including the processes, policies, and documentation needed to support them
• Service Transition: Managing changes to IT services, ensuring they are implemented smoothly and with minimal disruption
• Service Operation: Overseeing the day-to-day delivery of IT services, ensuring they meet agreed-upon service levels
• Continual Service Improvement: Continuously evaluating and improving IT services and processes to enhance quality and efficiency

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. 

Primary Responsibilities:

• Develop and Implement ITSM Processes: Design and establish ITSM processes based on industry standards such as ITIL, ensuring they are tailored to meet the needs of our organization and clients
• Team Leadership: Lead and mentor a team of ITSM professionals, fostering a culture of continuous improvement and excellence
• Service Delivery Management: Oversee the delivery of IT services, ensuring they meet agreed-upon service levels and client expectations
• Process Improvement: Continuously evaluate and improve ITSM processes to enhance efficiency, effectiveness, and client satisfaction
• Stakeholder Engagement: Collaborate with internal and external stakeholders to understand their needs and ensure ITSM processes support business objectives
• Performance Monitoring: Establish and monitor key performance indicators (KPIs) to measure the effectiveness of ITSM processes and drive improvements
• Training and Development: Develop and implement training programs to upskill team members and promote best practices in ITSM
• Risk Management: Identify and mitigate risks associated with ITSM processes, ensuring compliance with industry standards and regulations

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• ITIL Certification 
• 10+ years of experience in IT Service Management, with at least 5 years in a leadership role
• 5+ years of experience in developing and implementing ITSM/ITIL frameworks and processes including TSM best practices, frameworks (e.g., ITIL), and tools
• 5+ years of leadership and team management skills, with the ability to lead a globally-dispersed team

Preferred Qualifications:

• In-depth knowledge of ITSM best practices, frameworks (e.g., ITIL), and tools
• Proven excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels
• Proven ability to work in a fast-paced, dynamic environment and manage multiple priorities
• Willing and able to travel up to 25%  

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy 

The salary range for this role is $124,500 to $239,400 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.