Dir, IS Service Mgmt

This position can be filled in Cranberry Twp, PA or Scottsdale, AZ.

GENERAL SUMMARY

Provides strategic leadership to implement industry best practices for the key processes and operating discipline in IT service management, with focus on ensuring IT service reliability and continuity. Provides enterprise-wide leadership in IT change management, incident and problem management, service level management, and other related enterprise processes key to ensuring world-class IT service delivery.

ESSENTIAL RESPONSIBILITIES

Assesses gaps in Coventry’s service management processes versus industry best-practices. Develops strategy and plans to drive implementation of ITIL-based best practices. Provides effective change leadership across the IS organization working in a matrix model. Develops and manages policies and processes to support change and release management for all components of the infrastructure and applications, within the Data Center and across the various Coventry sites. Drives incident and problem management processes, including root cause analysis. Follows through to prevent problem reoccurrence. Responsible for service level agreements, performance monitoring and metrics. Develops strategies to continuously improve service delivery performance and service levels. Facilitates communication to key clients during service disruptions or system outages. Responsible for notification strategy used during service incidents. Takes the lead role in forming cross-functional teams to diagnose, resolve, and communicate status throughout problem periods. Recruits, develops, and motivates staff. Initiates and communicates a variety of personnel actions including employment, termination, performance reviews, salary reviews, and disciplinary actions. Perform other duties and responsibilities as required.
REQUIREMENTS
Bachelor’s degree in Computer Science or equivalent experience. Master’s degree preferred.

Knowledge of the healthcare industry is a plus.

Familiarity with ITIL best-practice service management standards is a significant plus.

Extensive experience (usually 8+ years) at the senior manager level in a large Data Center environment.

Extensive background in operational processes and procedures, methodologies, change/problem management.

Significant knowledge and experience in hardware and operating system and infrastructure software systems evaluations.

Experience with strategic planning processes.

Demonstrated record of enterprise change leadership; strategic change agent.

In-depth knowledge of various systems technologies and support systems such as DBMS (Oracle and CACHE), data networks and server infrastructure.

Excellent consultative and communication skills, analytical ability, and judgment.

Ability to work effectively with technical staff and clients including plan management and executives, collaborating and presenting strategies and plans.

Ability to work independently in a matrixed fashion within a growing Fortune 500 organization.

Important Application Instructions:
To apply for this opening and any others at Coventry Health Care, please visit our online Career Center at http://careers.cvty.com. For this position, please refer to req#17952. AA/EOE