Senior Manager of Systems Management

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

We are seeking an experienced IT Service Management (ITSM) Expert with a strong background in continuous improvement and hands-on expertise in developing AI tools to streamline ITSM functions. The ideal candidate will play a key role in optimizing our IT service delivery, driving process enhancements, and implementing solutions that improve efficiency, reliability, and user satisfaction.

Primary Responsibilities:

• Identify opportunities for continuous improvement across ITSM functions, including Incident, Problem, Change, Configuration, and Service Request Management
• Develop, customize, and integrate tools and automation solutions to enhance ITSM workflows and reporting capabilities
• Collaborate with cross-functional teams to gather requirements, design process improvements, and deliver effective ITSM solutions
• Monitor IT service metrics, analyze trends, and recommend corrective actions to improve service quality and efficiency
• Provide training and guidance to IT staff on ITSM processes, tool usage, and best practices
• Stay current on the latest ITSM frameworks, technologies, and industry trends to drive innovation within the organization
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

• Bachelor's degree in information technology, Computer Science, or related field; advanced degree preferred
• 10+ years of experience in IT Service Management roles with a proven track record in process improvement
• Hands-on experience building, customizing, and integrating ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell, Jira Service Management)
• Demonstrated experience leading process improvement initiatives and driving organizational change
• Expert knowledge of ITSM frameworks such as ITIL, COBIT, or similar
• Proven solid analytical and problem-solving skills with the ability to translate business requirements into technical solutions
• Proven excellent communication, collaboration, and stakeholder management skills

• Relevant certifications (e.g., ITIL Expert, Six Sigma, PMP)
• Experience with trend analysis and creating dashboards for real-time metrics and operational visibility
• Experience negotiation, conflict resolution, and demonstrating customer empathy
• Familiarity with cloud-based ITSM solutions and integrations
• Familiarity and experience with using AI/ML tools
• Ability to manage multiple projects simultaneously and adapt to changing priorities