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 successful candidate will lead the Enterprise IT Change and Release Management functions. The Lead Director is responsible for overseeing the coordination of all technology-related release and change activities and supporting environment integrity through incident management best practices. This leader will interact with all levels of enterprise to drive accountability of all teams involved as well as simplify and automate processes to make it easier for IT partners to use.

Primary Responsibilities include:

• Ensure standard ITIL best practice methods and procedures are used to review and manage all technology changes including application, database, infrastructure, and networking.
• Define and implement the Greenfield project, a transformational strategy and platform enhancement for Change and Release Management aligned with ITIL and industry standards.
• Oversee the partnership with IT and business teams on defect remediation and continuous improvement efforts initiated from standard Incident & Problem Management Process and/or initiated from lessons learned.
• Oversee the development and delivery of integrated implementation strategy and plan for Enterprise Maintenance releases.
• Collaborate with IT development teams and shared services teams to review and identify potential risks to stability or performance of key applications and systems.
• Collaborate with Pharmacy Services and Aetna Technology teams to plan, communicate, and manage annual change freeze periods in support of Annual Enrollment Period, Open Enrollment, and Welcome Season.
• Drive Change and Release quality, simplification, and automation.
• Collaborate with Problem Management to review, analyze, and provide solutions to improve change quality.
• Drive reporting simplification and automation through dashboards and Key Performance Metrics.
• Regularly examine data reporting mechanisms to maintain accuracy, efficiency, and simplification of communicating data-driven best practices.
• Monitor data to identify changes with Incident Caused by Change trends.
• Participate in special projects and ad-hoc reporting requests, as needed.
• Manage a team of Senior managers, Managers, and Senior Analysts.

Required Qualifications

• 10+ years IT professional experience including the creation of processes and procedures.
• 7+ years in people management including oversight of multiple cross-functional teams.
• 5+ years of experience with Change, Release, Incident and Problem Management.
• 3+ years of experience with ServiceNow, Service Management and/or ITIL

Preferred Qualifications

• Strong ability to communicate with IT users and business leaders to understand requirements, expectations, and value measures.
• Advanced knowledge of software development lifecycle
• Highly flexible with ability to quickly adapt ITSM processes to changing business objectives.
• Forward thinker with ability to execute implementations.
• Excellent negotiation, relationship, and interpersonal skills
• ITIL v4 Certification.

Education

• Bachelor’s degree or equivalent experience (High School Diploma and 4 years relevant experience)

Pay Range

The typical pay range for this role is:

$100,000.00 - $231,540.00

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 Benefits | CVS Health

We anticipate the application window for this opening will close on: 10/28/2024

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.