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Senior Director, IT Service Management - Plymouth, MN

Applied: No

Date Posted: Wednesday, January 17th, 2024
Job Location: Plymouth, MN
Pay Rate: Competitive
Employment Type: Full-time
Job Duration: Permanent
Required Skills: Analysis, Change Management, Configuration Management, Development, Director, Foundation, Genetic, Management, Metrics, Project, Project Management, Project Manager, Product Manager

Job Description:

This position is responsible for the corporation's IT Service Management, (ITSM), discipline. This position drives the more of the process side of ITSM and communication of the IT Service Management strategy, and policies. Optum is splitting this position out from a Development of ITSM leadership position and having one leader for the development side of the operation and another new position for the process side of ITSM as we continue to grow and mature. The purpose of this position is to champion the additional efforts that we have underway to be able to further mature ITSM and improve our overall communication for this group. The team is taking on additional responsibilities and we need to have someone who is able to work with the team to drive those efforts forward.

Primary Responsibilities:

Act as the champion, and provide governance, for the ITSM processes within the organization. These include: Incident Management, Problem Management, Change Management, Configuration Management, Service Request, etc.
Manage a team of Process Owners including responsibility for recruiting, hiring, motivating, coaching, and development of team members necessary to deliver for ITSM
Gather voice of the customer from primary stakeholders and users to inform and drive process maturation projects
Stay informed of industry best practices like ITIL and leverage to drive innovation to existing practices
Act as the business owner for all tool requirements associated with ITSM
Develop key performance indicators (KPIs) and metrics to measure process effectiveness and facilitate process improvement
Participate in process audits and drive the rapid resolution of any findings
Ensure alignment of processes to the corporate and IT strategy

Required Qualifications:

Experience in a large-scale and diverse IT environment
Proven leadership experience with a team larger than 30 individuals.
Extensive experience with IT operations, business analysis, and/or process design
Outstanding communication, facilitation and influencing skills - ability to present ideas clearly and concisely - ability to communicate with all levels of management, both business and IT
Self-starter, energizing, results oriented and able to multi-task
Strong decision making skills to take proactive steps to generate results, use data and other inputs to make decisions, own decisions, and takes accountability for work
Proven ability to solve challenging problems and deliver timely and high quality design solutions when presented with conflicting requirements, business demands, and technical risks
Extremely influential with a track record of successfully guiding organizations through change efforts
Ability to quickly establish relationships and earn the trust/respect of clients
Strong leadership attributes with a fearless approach to ambiguous situations, able to mediate conflicts - recognize options - propose and implement solutions
Able to handle rapidly changing priorities, high visibility-high stress situations
Undergraduate Degree or equivalent work experience
10+ years of professional IT experience
Prior experience leading distributed teams

Preferred Qualifications:

ITIL v2 or v3 Foundation Certification with proven ability to apply this knowledge in real-world environments
Familiarity with the ServiceNow platform
Six Sigma Black Belt or Lean process optimization experience
Project management certification
Healthcare industry experience
Graduate degree
Management experience in managing other managers and directors
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, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Job Keywords: IT, Information Technology, Optum, Senior Director, Service Management, General Management, Project Manager, Product Manager, Plymouth, MN, Minnesota

Job Title: Senior Director, IT Service Management - Plymouth, MN
Shift: Day Job
Travel: No
Business: Optum Tech Enterprise Tech
Family: Information Technology
Telecommuter Position: No
Job Level: Director
Overtime Status: Exempt
City: Plymouth
State: MN
Country: United States
Department: Infrastructure & Network Ops

About UnitedHealth Group:

We have modest goals: Improve the lives of others. Change the landscape of health care forever. Leave the world a better place than we found it. Such aspirations tend to attract a certain type of person. Crazy talented. Compassionate. Driven. To these individuals, we offer the global reach, resources and can-do culture of a Fortune 14 company. We provide an environment where you’re empowered to be your best. We encourage you to take risks and in return, offer a world of rewards and benefits for performance. Exceeding your limits is an exceptional start to your life's best work.(SM) Just like you, we are driven by a set of fundamental principles that are guiding our way forward. Our values of integrity, compassion, relationships, innovation, and performance serve as a foundation to transform health care. Are you in? Learn more about your future at UnitedHealth Group at

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