IT Triage Director

Profile

Description

The Director, Service Offering Management enables and assures the management and abilities of the service offering system are controlled, balanced and aligned to the mission and needs of the whole enterprise. The Director, Service Offering Management requires an in-depth understanding of how organization capabilities interrelate across the function or segment.

Responsibilities

The Director, Service Offering Management assesses the impact of change on service quality and SLAs. The service-level management process is in close relation with the operational processes to monitor and control their activities by establishing metrics that can be monitored against a benchmark. Decisions are typically related to the implementation of new/updated programs or large-scale projects for the function and supporting technical/operational procedures and processes, and implements strategic plans, drives goals and objectives, and improves performance. Provides input into functions strategy.

Required Qualifications

Bachelors Degree

8 or more years of technical experience

5 or more years of management experience

Experience assessing the impact of change on service quality and SLAs.

Experience establishing metrics that can be monitored against a benchmark

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Required Skills and Experience:

Running an enterprise help desk

Creating on call processes

Creating or standing up a network operations center

Experience with monitoring tools such as Splunk, App Dynamics, Solarwinds

Experience running incident command teams and organizing operational support processes across several disparate teams with a focus on uptime

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com