Description
Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. *Position Summary* The Lead Director of Product Delivery is responsible for leading the strategic planning, implementation, and management of ServiceNow products to optimize IT service delivery across the organization. Collaborate with the internal ServiceDesk team, business partners, and ServiceNow development team to maintain, administer, and develop ServiceNow products. Collaborate with the ServiceNow engineering team on upgrade and release processes as well as to align with established standard and best practices to maintain the overall health, stability, and performance of the platform. This role requires a deep understanding of the ServiceNow platform and ITSM (Information Technology Service Management) processes, a clear alignment with the CVS Health's IT strategy, and the ability to address tactical challenges within its technology operations. Collaborate with cross-functional teams, manage resources, and drive initiatives to streamline processes, enhance user experiences, and achieve business objectives. This position is responsible for engaging with executive management and other stakeholders, to ensure the ServiceNow products align with platform guidelines and business objectives. Primarily responsible for serving as the IT Subject Matter Expert (SME) for the ServiceNow products, and for supporting, operating, and maintaining the CVS Health ServiceNow instances. *Primary Duties and Responsibilities:* * *Team Leadership and Mentoring: *Lead the Product Delivery teams, drive technical governance, delivery, communication, maintenance, and prioritization of enhancements, and other responsibilities for the ServiceNow products. Provide guidance and leadership to the ServiceNow product engineers; this involves mentoring and supporting junior team members, assigning tasks, and ensuring projects are on track. Foster collaboration and knowledge sharing within the team. Provide strong leadership to a team of professionals, setting clear goals, providing guidance, and facilitating professional development to ensure a high-performing and motivated team. Provide technical guidance, mentorship, and support to ensure the teams productivity and professional development. Allocate resources effectively to meet project timelines and deliverables. Lead a group of product engineers to support the sustainment of the product along with managing releases and regular business requests utilizing SAFe Agile Methodology. * *Business Alignment: *Partner with the technology, process, and business stakeholders to define, analyze, and document requirements for ServiceNow product improvements in alignment with established standards. Ensure the product delivery team is aligned to ServiceNow guidelines and leading practice. Monitor product backlogs to ensure quality deliver for business partners. * *Product Delivery:* Deliver incredible tools and experiences by combining your knowledge of ServiceNow products, processes and the ServiceNow platform. Modifying and extending the ServiceNow platform to meet the unique needs and requirements of CVS Health. This involves supporting the team as the work on, designing, and implementing complex solutions, configuring workflows, scripting, and making other adjustments to optimize the platform for specific business processes, and ensuring that the platform aligns with the organization's goals. * *Platform Optimization and Maintenance: *Continuously monitor and assess the performance and efficiency of the ServiceNow products, identifying areas for improvement and optimization. Lead efforts to implement enhancements, upgrades, and new features in line with industry trends and emerging technologies. Ensure all ServiceNow implementations comply with relevant industry regulations, standards, and security protocols. Collaborate with the security and compliance teams to implement robust security measures and protocols. * *Project Management: *Engage executives, department heads, and IT teams to plan, execute, and oversee project management projects. This includes planning, coordinating, and overseeing ServiceNow projects, managing project timelines and resources, and confirming that project deliverables are met within budget and scope. May also involve communicating project progress to stakeholders. *Required skills:* * 3 years of experience in leading an enterprise service management function with a heavy focus in ServiceNow. * 10+ years' experience working within IT organizations, leading IT delivery teams. * 5 years of experience delivering ITSM transformations based on the the ITIL Framework supported by the ServiceNow platform. * 3 years of experience leading a service availability and management organization. *Preferred Skills:* * Strong leadership skills with the ability to inspire and motivate teams. * In-depth knowledge of IT infrastructure, including hardware, software, networking, and security. * Solid understanding of ITIL practices, incident management, and problem resolution. * Familiarity with regulatory requirements and industry best practices related to data security and compliance. * Excellent analytical, problem-solving, and decision-making abilities. * Effective communication and interpersonal skills, with the ability to collaborate with stakeholders at all levels. * Proven track record in driving operational efficiency and process improvements. * Strong project management skills, with the ability to prioritize and manage multiple initiatives simultaneously. * Experience with agile methodologies and Test-Driven Development (TDD). * Knowledge of business concepts tools and processes that are needed for making sound decisions in the context of the company's business. * Ability to learn new skills and knowledge on an on-going basis through self-initiative and tackling challenges. * Excellent problem solving, communication and collaboration skills. * Collaborate with team members in a virtual setting. ** *Education-* Bachelor degree from accredited university or equivalent work experience(HS diploma + 4 years relevant experience) *BUSINESS OVERVIEW* Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected 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 *Pay Range* The typical pay range for this role is: $144,200.00 - $288,400.00 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company's equity award program. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company's 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit [jobs.CVSHealth.com/benefits](https://jobs.cvshealth.com/benefits) We anticipate the application window for this opening will close on: 06/01/2024
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