Director - ITSM Operations and Reporting

Company :

enGen

Job Description :

JOB SUMMARY

CANDIDATE MUST BE US Citizen (due to contractual/access requirements)

The Director - ITSM Operations and Reporting will lead and oversee core ITSM best practice process areas supporting all Highmark Platforms and Business Units. This pivotal role is responsible for the strategic development, execution, and continuous improvement of Incident Management (including Major Incident Management ), Problem Management (including Root Cause Analysis ), and Change Enablement . Additionally, this Director will lead our ITSM Reporting Center of Excellence , oversee ITSM data governance , drive Robotic Process Automation (RPA) initiatives, and cultivate our Data Analytics capabilities to foster continuous improvement outcomes. This role is critical in shaping and implementing a significant component of Highmark's multi-year ITSM strategy and roadmap , ensuring optimal resource capacity and capability management to achieve both strategic initiatives and operational excellence. The ideal candidate will have extensive experience managing global teams in a complex enterprise environment to achieve value-based outcomes . This role requires proven experience leveraging Generative AI and agentic AI technologies to automate and augment ITSM operations, accelerate insights through analytics, and improve service reliability and outcomes at enterprise scale.

• Strategy & Leadership : Develop, communicate, and execute the ITSM strategy and roadmap , ensuring alignment with Highmark's overall business and technology objectives.
• Process Ownership : Own and continually mature core ITSM processes including Incident Management (with a focus on Major Incident Management ), Problem Management (including Root Cause Analysis (RCA) ), and Change Enablement across all Highmark platforms.
• Reporting & Analytics : Lead the ITSM Reporting Center of Excellence , defining key performance indicators (KPIs) , metrics, and reporting standards. Leads the Data Analytics capability for ITSM , connecting insights directly to continuous improvement outcomes.
• Data Governance & Architecture : Oversees ITSM data governance , ensuring data quality, integrity, and compliance. Responsible for how data architecture supports strategic Platform and Service Management (P&SM) initiatives, ensuring data can be leveraged effectively for reporting, analytics, and automation.
• Automation : Identify, prioritize, and lead the implementation of Robotic Process Automation (RPA) opportunities within ITSM processes to enhance efficiency and effectiveness.
• Team Management : Recruit, develop, and lead a high-performing global team of ITSM professionals , fostering a culture of continuous improvement, accountability, and collaboration.
• Operational Excellence : Oversee day-to-day ITSM operations , ensuring processes are executed effectively, meet service level agreements (SLAs) , and contribute to overall service stability and performance.
• Stakeholder Engagement : Collaborate effectively with IT leadership , business unit leaders, and other stakeholders to understand needs, manage expectations, and ensure ITSM services support business goals.
• Resource Management : Manage resource capacity and capability to effectively support strategic initiatives and achieve operational targets.
• Continuous Improvement : Drive a culture of continuous process improvement within ITSM , leveraging industry best practices, tools, and methodologies.

ESSENTIAL RESPONSIBILITIES

• Provides oversight of one or more aspects of the application product life cycle (Planning and Design, Architecture, Product Development and Management, Product Maintenance, Platform Operations) to ensure operational excellence and continuous improvement of processes.
• Contributes thought leadership and industry expertise to strategic planning and execution for current and future products.
• Actively engages and builds relationships with delivery and maintenance teams to align strategy, leverage resources, and maximize value.
• Ensures the implementation and adherence of government regulations, mandates, corrective action plans, and process improvement initiatives.
• Owns profit and loss accountability for product area, manages budget, seeks opportunity for profitable growth.
• Performs management responsibilities to include, but are not limited to: involved in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity.
• Plans, organizes, staffs, directs and controls the day-to-day operations of the department; develops and implements policies and programs as necessary; may have budgetary responsibility and authority.
• Other duties as assigned or requested.

EDUCATION



Required

Bachelor's Degree in Business Administration, Management Information Science, or related field, or relevant experience and/or education as determined by the company in lieu of bachelor's degree

PREFERRED EDUCATION

• Master's Degree in Business Administration, Management Information Science, or related field

EXPERIENCE

Required

• 7 years in technology services
• 5 years in a management role

Preferred

• 10+ years of progressive experience in Information Technology Service Management (ITSM) roles.
• 7+ years of experience in a leadership or management position overseeing ITSM operations and/or process areas.
• Proven experience leading and managing global teams.
• Experience within the healthcare or insurance industry.
• Experience with large-scale enterprise IT transformations.

LICENSES or CERTIFICATIONS

Required

• None

Preferred

• ITIL 4 Managing Professional (MP) or Strategic Leader (SL) designation.

• Project Management Professional (PMP) or other relevant project management certifications.
• Lean Six Sigma certification. Data Governance or Data Management certifications (e.g., CDMP).
  

SKILLS

• Outstanding customer focus, results orientation, strategic thinking, change advocate, continuous improvement, talent development
• Excellent written and spoken communications skills
• Strong leadership and interpersonal skills
• Analytical and problem solving skills
• Deep technology product life-cycle knowledge
• Track record of driving transformational change, leading teams, developing talent, and building relationship

Additional Skills:

• Leadership & Management: Strong leadership, coaching, and mentoring skills; ability to inspire and motivate global teams.
• Strategic Thinking: Ability to develop and articulate a clear vision and strategy for ITSM, aligning with organizational goals.
• Process Expertise: Deep understanding and practical application of ITIL frameworks and ITSM best practices, particularly in Incident, Problem, and Change Management.
• Analytical & Reporting: Excellent analytical skills with the ability to define metrics, analyze data, and present insights to drive decision-making. Experience with ITSM reporting tools and platforms. Strong capability in data analysis and linking data insights to actionable continuous improvement initiatives.
• Data Management: Solid understanding of data governance principles, data quality management, and data architecture concepts, particularly as they apply to P&SM data.
• Communication: Exceptional verbal and written communication skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences.
• Problem-Solving: Strong problem-solving abilities, capable of tackling complex operational and strategic challenges.
• Stakeholder Management: Proven ability to build and maintain strong relationships with diverse internal and external stakeholders.
• Automation: Understanding of automation principles and experience identifying and implementing automation solutions (e.g., RPA) within ITSM.
• Tooling: Proficiency with ITSM platforms (ServiceNow preferred) and reporting/analytics tools (Microsoft Fabric).

Language (Other than English):

None

Travel Requirement:

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Occasionally

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required

Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.



Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.


As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.


Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

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