Director – ITIL Framework Master – 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 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.

 

We are seeking an experienced and certified ITIL Framework Master, to guide and optimize our IT Service Management (ITSM), IT Business Management (ITBM), and IT Operations Management (ITOM) practices. The ideal candidate will possess deep expertise in ITIL frameworks and demonstrate a proven ability to align IT services with business goals. In this Director position, you will drive strategic initiatives, mentor teams, and ensure the continuous improvement of Services across the organization. Successful candidates must possess a blend of ITIL, operating model design, and shared service operations experience.

 

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

 

Primary Responsibilities:

Strategic ITIL Leadership:

• Design and implement ITIL-aligned service, business, and operations management strategies that support healthcare delivery and operational efficiency

Process Optimization:

• Lead the continuous improvement of ITIL processes such as Idea, Request, Demand, Project, Incident, Problem, Change, and Service Level Management, with a focus on minimizing clinical and business disruptions

Healthcare Compliance & Governance:

• Ensure processes align with healthcare regulations (e.g., HIPAA, HITECH) and support audit readiness

Stakeholder Engagement:

• Collaborate with clinical, administrative, and IT teams to align IT services with patient care priorities. hospital, and shared services workflows

Training & Mentorship:

• Educate IT and other stakeholders on ITIL best practices and foster a culture of service excellence

Service Operations Monitoring:

• Participate with shared service capability areas to help define and monitor KPIs and SLAs specific to healthcare IT services, ensuring high availability and reliability of critical systems (e.g., EHR, PACS, ERP)

Tool Integration:

• Leverage ServiceNow (and other common platforms) to support ITIL frameworks, automate workflows, and enhance service

 

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 Master Certification 
• 10+ years in IT Service Management roles
• 3+ years of experience driving transformational strategies within ITSM
• Ability to travel up to 20% of time

 

Preferred Qualifications: 

• Bachelor’s degree in Information Technology, Informatics, or related field or Master’s degree
• Additional Certifications (CHIT, PMP, ISO/IEC2000, COBIT) 

 

Skills and Competencies:

• In-depth knowledge of ITIL framework and healthcare IT operations
• Familiarity with EHR systems, clinical workflows
• Solid leadership and project management skills
• Excellent communication and stakeholder engagement abilities
• Analytical mindset with a focus on patient safety and service reliability
• Proficiency with ServiceNow tools and healthcare IT compliance standards

 

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

 

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $132,200 to $226,600 annually based on full-time employment. We comply with all minimum wage laws as applicable. 

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.