Director - ITSM Operations and Reporting

Highmark Health • Pittsburgh, PA

3d • Onsite

About The Position

JOB SUMMARY CANDIDATE MUST BE US Citizen (due to contractual/access requirements) The Director - ITSM Operations and Reporting will lead and oversee core ITSM best practice process areas supporting all Highmark Platforms and Business Units. This pivotal role is responsible for the strategic development, execution, and continuous improvement of Incident Management (including Major Incident Management), Problem Management (including Root Cause Analysis), and Change Enablement. Additionally, this Director will lead our ITSM Reporting Center of Excellence, oversee ITSM data governance, drive Robotic Process Automation (RPA) initiatives, and cultivate our Data Analytics capabilities to foster continuous improvement outcomes. This role is critical in shaping and implementing a significant component of Highmark's multi-year ITSM strategy and roadmap, ensuring optimal resource capacity and capability management to achieve both strategic initiatives and operational excellence. The ideal candidate will have extensive experience managing global teams in a complex enterprise environment to achieve value-based outcomes. This role requires proven experience leveraging Generative AI and agentic AI technologies to automate and augment ITSM operations, accelerate insights through analytics, and improve service reliability and outcomes at enterprise scale. Strategy & Leadership: Develop, communicate, and execute the ITSM strategy and roadmap, ensuring alignment with Highmark's overall business and technology objectives. Process Ownership: Own and continually mature core ITSM processes including Incident Management (with a focus on Major Incident Management), Problem Management (including Root Cause Analysis (RCA)), and Change Enablement across all Highmark platforms. Reporting & Analytics: Lead the ITSM Reporting Center of Excellence, defining key performance indicators (KPIs), metrics, and reporting standards. Leads the Data Analytics capability for ITSM, connecting insights directly to continuous improvement outcomes. Data Governance & Architecture: Oversees ITSM data governance, ensuring data quality, integrity, and compliance. Responsible for how data architecture supports strategic Platform and Service Management (P&SM) initiatives, ensuring data can be leveraged effectively for reporting, analytics, and automation. Automation: Identify, prioritize, and lead the implementation of Robotic Process Automation (RPA) opportunities within ITSM processes to enhance efficiency and effectiveness. Team Management: Recruit, develop, and lead a high-performing global team of ITSM professionals, fostering a culture of continuous improvement, accountability, and collaboration. Operational Excellence: Oversee day-to-day ITSM operations, ensuring processes are executed effectively, meet service level agreements (SLAs), and contribute to overall service stability and performance. Stakeholder Engagement: Collaborate effectively with IT leadership, business unit leaders, and other stakeholders to understand needs, manage expectations, and ensure ITSM services support business goals. Resource Management: Manage resource capacity and capability to effectively support strategic initiatives and achieve operational targets. Continuous Improvement: Drive a culture of continuous process improvement within ITSM, leveraging industry best practices, tools, and methodologies.

Requirements

• CANDIDATE MUST BE US Citizen (due to contractual/access requirements)
• Bachelor's Degree in Business Administration, Management Information Science, or related field, or relevant experience and/or education as determined by the company in lieu of bachelor's degree
• 7 years in technology services
• 5 years in a management role
• Outstanding customer focus, results orientation, strategic thinking, change advocate, continuous improvement, talent development
• Excellent written and spoken communications skills
• Strong leadership and interpersonal skills
• Analytical and problem solving skills
• Deep technology product life-cycle knowledge
• Track record of driving transformational change, leading teams, developing talent, and building relationship
• Strong leadership, coaching, and mentoring skills; ability to inspire and motivate global teams.
• Ability to develop and articulate a clear vision and strategy for ITSM, aligning with organizational goals.
• Deep understanding and practical application of ITIL frameworks and ITSM best practices, particularly in Incident, Problem, and Change Management.
• Excellent analytical skills with the ability to define metrics, analyze data, and present insights to drive decision-making. Experience with ITSM reporting tools and platforms.
• Strong capability in data analysis and linking data insights to actionable continuous improvement initiatives.
• Solid understanding of data governance principles, data quality management, and data architecture concepts, particularly as they apply to P&SM data.
• Exceptional verbal and written communication skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences.
• Strong problem-solving abilities, capable of tackling complex operational and strategic challenges.
• Proven ability to build and maintain strong relationships with diverse internal and external stakeholders.
• Understanding of automation principles and experience identifying and implementing automation solutions (e.g., RPA) within ITSM.
• Proficiency with ITSM platforms (ServiceNow preferred) and reporting/analytics tools (Microsoft Fabric).

Nice To Haves

• Master's Degree in Business Administration, Management Information Science, or related field
• 10+ years of progressive experience in Information Technology Service Management (ITSM) roles.
• 7+ years of experience in a leadership or management position overseeing ITSM operations and/or process areas.
• Proven experience leading and managing global teams.
• Experience within the healthcare or insurance industry.
• Experience with large-scale enterprise IT transformations.
• ITIL 4 Managing Professional (MP) or Strategic Leader (SL) designation.
• Project Management Professional (PMP) or other relevant project management certifications.
• Lean Six Sigma certification.
• Data Governance or Data Management certifications (e.g., CDMP).

Responsibilities

• Provides oversight of one or more aspects of the application product life cycle (Planning and Design, Architecture, Product Development and Management, Product Maintenance, Platform Operations) to ensure operational excellence and continuous improvement of processes.
• Contributes thought leadership and industry expertise to strategic planning and execution for current and future products.
• Actively engages and builds relationships with delivery and maintenance teams to align strategy, leverage resources, and maximize value.
• Ensures the implementation and adherence of government regulations, mandates, corrective action plans, and process improvement initiatives.
• Owns profit and loss accountability for product area, manages budget, seeks opportunity for profitable growth.
• Performs management responsibilities to include, but are not limited to: involved in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity.
• Plans, organizes, staffs, directs and controls the day-to-day operations of the department; develops and implements policies and programs as necessary; may have budgetary responsibility and authority.
• Other duties as assigned or requested.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level