Manager, IT Service

You could be the one who changes everything for our 28 million members by using technology to improve health outcomes around the world. As a diversified, national organization, Centene's technology professionals have access to competitive benefits including a fresh perspective on workplace flexibility.

*This role is primarily remote with periodic onsite work in Orlando office for collaboration, planning or support activities*

Position Purpose: Provides leadership and direction in planning, developing, and maintaining AcariaHealth’s application and data support operations. Oversees the management of incident, problem, and service request processes within ServiceNow to ensure timely resolution, transparency, and communication with business stakeholders. Partners closely with product, development, and operations teams to maintain stability, improve efficiency, and align with enterprise ITSM standards and Centene’s strategic objectives

• Develops strategy and plan for the implementation and development of policies and procedures to ensure consistently high levels of quality and availability
• Develops and maintains monthly service performance scorecards to measure trends, SLA compliance, and continuous improvement opportunities
• Oversees daily support operations for application and data-related issues, ensuring proactive monitoring, escalation management, and stakeholder communication
• Oversees operational activities per standard operating procedures such as batch processing, backup/recovery jobs, system health checks, system reboots, user account management, system patching, etc.
• Partners with development and release teams to ensure operational readiness for new system launches and enhancements, and drives knowledge-sharing and documentation improvements within the team
• Oversees enterprise event management tools and their respective maintenance, configuration, integration, and strategies
• Manages the hiring and training of new and existing staff, conduct performance reviews, provide leadership, technical guidance and coaching to IT Service team members
• Leads team to help ensure the stable operation of ITSM activities
• Shares knowledge and develop staff capabilities to strengthen understanding of service operations, business issues and best practices; evaluate and define implications to IT
• Manages the budget for service operations, support reporting and forecasting activities
• Mentors and guides staff
• Manages the hiring and training of new and existing staff, conducts performance reviews, and provides leadership, technical guidance and coaching
• Shares knowledge and develops staff capabilities to strengthen understanding of business issues and best practices
• Develops and communicates organizational objectives; inspires and motivates team members to achieve results
• Performs other duties as assigned
• Complies with all policies and standards

Education/Experience: Requires a Bachelor's degree and 5+ years of related experience.

Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position.

Technical Skills:

One or more of the following skills are desired.

• Experience leading application or data support operations, preferably in a healthcare or pharmacy services environment.
• Proficiency with ServiceNow (or comparable ITSM platforms) for managing incidents, problems, and service requests.
• Working knowledge of SQL, data validation, and reporting tools (Excel, Power BI, etc.) for support analytics and performance tracking.
• Understanding of application environments, interfaces, and data workflows across enterprise systems.
• Experience with Other: Windows Server, Active directory, UNIX/Linux, Data Domain Storage, NetBackup and their uses in application hosting architecture, tools such as SolarWinds, Microsoft System Center or equivalent, current networking systems, ITIL framework and practices

Soft Skills:

• Ability to lead/manage others
• Collaboration and team building skills
• Effectively coaches and delivers constructive feedback
• Instills commitment to organizational goals
• Ability to communicate and make recommendations to upper management
• Effective conflict management skills
• Develops and delivers effective presentations
• Demonstrated negotiation skills

License/Certification:

• ITIL Foundations v3 preferred

Pay Range: $100,900.00 - $186,800.00 per year

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status. Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act