Director Service Management Program

CVS Health Hartford , CT 06183

Posted 2 months ago

Job Description:

The Director for the Service Management Application Delivery team drives the transformation and delivery of IT Service Management for the enterprise. You will lead the delivery of solutions on a service management platform, in a highly collaborative manner, that will require managing relationships across IT and the business. As a member of the Service Management Office leadership team, you will support the business by providing an outstanding data platform to ensure end-to-end lifecycle of IT services, applications, and assets. This organization serves as a center of excellence to deliver services to all colleagues with a positive customer experience.

  • Manage the design and development of solutions within the ServiceNow platform.

  • Manage a team of ServiceNow developers, business analysts, and Scrum Masters to deliver features and services.

  • Manage the functional resources of the delivery team regarding resource planning, demand management, and the prioritization of workload.

  • Create and adjust plans in response to essential program metrics and analytics. Work with colleagues to guide cross functional teams to generate, communicate, and execute ideas in a usable, useful, and compelling form.

  • Partner with internal stakeholders to support delivery of value.

  • Facilitate discussions, with recommendations and conflict resolution, and escalate to ensure delivery program success.

Required Qualifications

  • Minimum 8 years' experience with IT Service Management delivery.

  • Minimum 5 years managing Application Delivery

  • Experience with ITIL processes.

  • Program management with experience in driving delivery of multi-million-dollar technical programs.

  • Experience with complex enterprise-wide initiatives.

  • Experience developing analysis, presentations, and support material to implement strategy or change initiatives.

Preferred Qualifications

  • Change Leadership.

  • Strategic & Critical thinking.

  • Executive presence.

  • Experienced relationship builder.

  • Problem Solving / Process Improvement.

  • SAFe Certification

  • Knowledge of ServiceNow platform and technologies

  • Relationship management skills at senior levels within an origination and external constituents.

  • Strong ability to work in a matrixed environment.


  • Bachelor's degree or equivalent work experience.

Business Overview

At CVS Health, we are joined in a common purpose: helping people on their path to better health. We are working to transform health care through innovations that make quality care more accessible, easier to use, less expensive and patient-focused. Working together and organizing around the individual, we are pioneering a new approach to total health that puts people at the heart.

We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an equal opportunity and affirmative action employer. We do not discriminate in recruiting, hiring or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Management & Program Analyst (Project Manager) Temp NTE 1 Year

Department Of The Treasury

Posted 4 weeks ago

VIEW JOBS 9/28/2021 12:00:00 AM 2021-12-27T00:00 * Duties Help Duties Summary Click on "Learn more about this agency" button below to view Eligibilities being considered and other IMPORTANT information. WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? Visit us on the web at Learn more about this agency Responsibilities WHAT IS THE TAXPAYER ADVOCATE SERVICE (TAS)? A description of the business units can be found at: The following are the duties of this position at the full working level. WHAT DOES A SENIOR PROGRAM ANALYST DO? As a Senior Management and Program Analyst, you will serve as a Project Manager responsible for accomplishing major analytical studies and/or projects relating to the substance of key programs of the Internal Revenue Service. The assignments are usually carried out on behalf of the EDCA Office and involve some of the most complex programs, systems, or issues that are EDCA or Servicewide in scope and are of critical importance to the mission of the Service. The studies are of such breadth and scope that they often require input from other analysts and subject-matter experts. As a Senior Program Analyst you will: * Represent the Taxpayer Advocate Service program for which you are responsible in the performance of a variety of top liaison assignments and contacts with representatives of other Taxpayer Advocate (TAS) and Internal Revenue Service (IRS) officials and industry associations. * Serve as a liaison with Local, Area and other Advocate staffs, operating divisions, and the Service's industry specialists. * Assist in the implementation of the Taxpayer Advocate's administrative management and technical decisions, and ensure accomplishment of the desired results. Advises on and oversees the general management of operations, including utilization of resources. * Provides technical advice on the overall management of programs under the purview of the Taxpayer Advocate program for which they are assigned. * Performs independently, or provides leadership to ad-hoc groups, in the conduct of special studies, investigations, or projects. * Collect, analyze and consolidate data and status reports to determine impact on resources, effectiveness, and compliance with established goals and objectives. Analyze program areas to discern trends in program delivery, to measure effectiveness in meeting baseline, or the degree to which program goals support strategic initiatives. * Review and assess the impact of new and/or proposed guidance or legislation relative to their assigned programs or systems on the Operating Division's processes or systems. * Coordinates and leads on-site visits to Taxpayer Advocate Operating Division operations to evaluate effectiveness and review compliance with TAS program goals and objectives. * Identify complex procedural or systemic issues impacting broad areas of operations, consider the impact of system changes on other Service functions and negotiates the implementation of recommendations or corrective actions to those issues. * Provide advice and feedback to the National Taxpayer Advocate on critical, sensitive, or confidential matters and participate with management in addressing significant labor-management issues and concerns. Travel Required Occasional travel - You may be expected to travel for this position. Supervisory status No Promotion Potential 14 * Job family (Series) 0343 Management And Program Analysis Similar jobs * Administrative Services Managers * Analysts, Business Management * Analysts, Management * Analysts, Program * Business Management Analysts * General Managers * Requirements Help Requirements Conditions of Employment STANDARD POSITION DESCRIPTIONS (SPD): PD91600 Visit the IRS SPD Library to access the position descriptions. * We may select from this announcement or any other source to fill one or more vacancies. * This is a non bargainingunit position * Tour of Duty: Monday - Friday 8am - 430pm * Alternative work schedule, staggered work hours or telework may be available. * If you are in a telework eligible position, you may be directed to temporarily telework on a full-time basis due to COVID 19. Employees must be within a 150-mile radius of their official assigned post-of-duty (POD) while in a telework status. Once normal operations resume, employees may be directed back to the office to perform the duties of their position. Telework eligibility does not guarantee telework; employees must meet and sustain IRS telework eligibility requirements and supervisor's approval to participate in the IRS Telework Program. As a reminder - If you are selected for a position, you are responsible for reporting to your designated POD (location) on the negotiated start date or as directed by management. * Relocation expenses: No * Obtain and use a Government-issued charge card for business-related travel. * Temporary NTE 1 Year, May be extended and May be made permanent. Qualifications You must meet the following requirements by the closing date of this announcement: SPECIALIZED EXPERIENCE GS-14: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-13 grade level in the Federal service. Specialized experience for this position includes: Experience with a wide range of analytical and evaluative methods and techniques, qualitative and quantitative; sufficient to accomplish complex projects or studies broad in scope and magnitude. Experience applying management principles and processes to perform project management duties and to effectively coordinate and integrate project objectives and recommendations; Experience working with others to prioritize and meet program goals, maintaining relationships with all parties, and communicating effectively both orally and in writing. Experience with the operations, policies, local program objectives, and procedures in taxpayer advocacy; Experience working with various management information systems used in an advocacy organization, i.e., TAMIS, SAMS, and IDRS; Experience in technically accurate and effective case resolution and analyses, based on Internal Revenue Manuals (IRMs), Interim Guidance Memorandums (IGMs) and written communications directed to Taxpayer Advocate; Experience in establishing controls and identifying risks and advocacy improvement opportunities and training needs, effectively communicating those observations/recommendations, based on analyses and/or case examples, to support the organization's Program and advocacy goals. AND TIME-IN-GRADE REQUIREMENTS: Under merit promotion procedures, Federal applicants must have served 52 weeks at the next lower grade to satisfy time-in-grade restrictions contained in 5 CFR 300, Subpart F. Time is credited based on calendar time served in a grade, regardless of the number of days or hours worked. If you currently hold or have previously held a position at the same (or equivalent) or higher grade/level in the Federal government as of this announcement, you will meet the TIME IN GRADE REQUIREMENTS. * Federal experience is not required. The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-time work; part-timework is considered on a prorated basis. * To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume. For more information on qualifications please refer to OPM's Qualifications Standards. Education For positions with an education requirement, or if you are qualifying for this position by substituting education or training for experience, submit a copy of your transcripts or equivalent. If the position has specific education requirements and you are currently (or have previously been) in the Federal job series to be filled, there is no need to submit a transcript or equivalent at this time, but you must provide an SF-50 documenting you held this job series. An official transcript will be required if you are selected. * Note: If substituting Superior Academic Achievement (SAA) for experience at the GS-7 level, please note that grade-point averages are rounded to one decimal place. For example, 2.95 will round to 3.0 and 2.94 will round to 2.9. The Qualifications requirements above will reflect if SAA is accepted for this position and the online questionnaire will offer the option to select SAA as a qualifying response. A college or university degree generally must be from an accredited (or pre-accredited) college or university recognized by the U.S. Department of Education. For a list of schools which meet these criteria, please refer to Department of Education Accreditation page. FOREIGN EDUCATION: Education completed in foreign colleges or universities may be used to meet the requirements. You must show proof the education credentials have been deemed to be at least equivalent to that gained in conventional U.S. education program. It is your responsibility to provide such evidence when applying. Click here for Foreign Education Credentialing instructions. Department Of The Treasury Hartford CT

Director Service Management Program

CVS Health