IT Service Manager

Position Overview

The job profile for this position is for an IT Service Manager.

This is a Band 4 Career Track Role.

The IT Service Manager will be responsible for managing multiple vendor relationships and for providing oversight for CMS delegated provider groups.

This includes managing the contracts, change management, SLA management and driving Service Levels and metrics.

The Service Manager will partner with vendors, business and IT partners to manage end to end vendor lifecycle.

In addition, responsibilities will include analyzing and identifying opportunities for process improvements and workflow efficiencies and ensure standards are performed and aligned to the larger Cigna corporate standards.

The ideal candidate will have a strong technical background, excellent and open communicator, well organized and be an outstanding collaborator.

Key Responsibilities


* Establish KPIs through work with matrix teams.


* Oversee relationship with vendors in adherence to KPIs


* Communicate and interface with matrix teams, IT leadership, business leadership, and external vendors/partners to execute on responsibilities


* Organize/Schedule/Attend/Participate in vendor QBR/EBR to ensure vendors are adhering to agreed standards


* Manage technical oversight for (CMS) delegated provider groups, ensures compliance with established contract, regulatory requirements, and monitors provider/subcontractor performance.


* Partner with Network Operations teams as technical liaison during the implementation and support of fully delegated entities


* Support IT Senior Management by maintaining high service standards aligned with ITSM Principles


* Analyze and Report out on partner performance across all defined metrics and identify trends, opportunities, issues and successes


* Work with vendors and business to improve performance through creative process improvement and implementation of new strategies


* Facilitate regular business review with all partners and provide performance summary analysis, gap analysis to ensure that the right tools and processes are available to deliver the best customer experience


* Ensure applicable team members maintain alignment to standards, following The Way We Get Work Done and meeting documentation needs in support of all internal and external audits


* Partner with application teams and vendors, when appropriate, to deliver projects


* May manage one or more project teams in their tower and may partner with other delivery teams across IT


* Ensure team resources required for project work are allocated correctly across projects.


* Ensure team projects are delivered on time and within budget, adhere to high quality standards, and meet stakeholder expectations


* Keep teams informed about project scheduling needs and upcoming key dates


* Manage team attendance, absences and training


* Encourage and facilitate team member development


* Lead team t...