Position OverviewThe 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 ResponsibilitiesEstablish KPIs through work with matrix teams.Oversee relationship with vendors in adherence to KPIsCommunicate and interface with matrix teams, IT leadership, business leadership, and external vendors/partners to execute on responsibilitiesOrganize/Schedule/Attend/Participate in vendor QBR/EBR to ensure vendors are adhering to agreed standardsManage 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 entitiesSupport IT Senior Management by maintaining high service standards aligned with ITSM PrinciplesAnalyze and Report out on partner performance across all defined metrics and identify trends, opportunities, issues and successesWork with vendors and business to improve performance through creative process improvement and implementation of new strategiesFacilitate 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 experienceEnsure 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 auditsPartner with application teams and vendors, when appropriate, to deliver projectsMay manage one or more project teams in their tower and may partner with other delivery teams across ITEnsure 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 expectationsKeep teams informed about project scheduling needs and upcoming key datesManage team attendance, absences and trainingEncourage and facilitate team member developmentLead team through shifting priorities and maintain organized work logRequired Experience/ Qualifications5+ years of related work experience as a manager, including 3 or more years in a project leadership position, or an equivalent combination of education and experienceDemonstrated ability to manage high performing teamsProven track record of executive level presentation strategies and materials (Project, PowerPoint, Excel)Strong critical thinking, analytical, technical, communication, teamwork and interpersonal skillsSolid written and verbal communication skills; ability to present complex technical ideas to cross-functional audiences, business implications/priorities to technical teams, and able to bring project challenges to senior management’s attention effectivelyAbility to foster effective working relationships with the vendors, project team, and partner IT and business departmentsProven ability to develop solid working relationships and establish a high level of credibility across functions and lines of business and infrastructure domains (voice and data networks, contact and service center, data center infrastructure and operations, information security and protection)If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.About The Cigna GroupDoing something meaningful starts with a simple decision, a commitment to changing lives. At The Cigna Group, we’re dedicated to improving the health and vitality of those we serve. Through our divisions Cigna Healthcare and Evernorth Health Services, we are committed to enhancing the lives of our clients, customers and patients. Join us in driving growth and improving lives.Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
