Lead Director, IMS Program Transformation

CVS Health•Columbia, DC

About The Position

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary The Lead Director, IMS Program Transformation provides accountable leadership for transforming CVS Health managed service programs from broad, large-scale provider models toward a more focused portfolio of specialized, outcome-based engagements. The role will initially lead transformation across Infrastructure Managed Services (IMS) and is expected to expand its scope across ISTS managed service programs as the model matures. This leader will define and execute the transformation roadmap across governance, service tower assessment, sourcing and vendor strategy, operating model redesign, workforce planning, AI and automation enablement, transition execution, and future-state organizational design. The role will work in tight partnership with the Technology Performance Team and ISTS stakeholders to align business outcomes, service accountability, financial performance, risk management, and measurable value delivery. The Lead Director will establish a repeatable model for selecting, governing, and evolving boutique and strategic partners based on clearly defined outcomes, while protecting service continuity and strengthening internal ownership of technology services.

Requirements

10+ years of experience in vendor management, strategic sourcing, supplier governance, or large-scale managed service delivery.
10+ years of experience leading complex technology service transformations, managed service transitions, supplier changes, or operating model redesign within a large enterprise.
10+ years of experience defining and managing outcome-based service agreements, performance measures, governance routines, financial commitments, and executive escalations.
7+ years of understanding of infrastructure and technology operations, including service management, operational risk, resilience, and cross-tower dependencies.
7+ years of experience with the ability to influence and align senior leaders and cross-functional stakeholders without relying solely on direct authority.
7+ years of experience building business cases and using financial, operational, and service performance data to guide decisions and measure realized value.
7+ years of experience with executive communication, negotiation, program leadership, problem-solving, and organizational change management skills.

Nice To Haves

Experience transforming a single-provider managed services construct into a multi-partner, specialist, or capability-based delivery ecosystem.
Experience with infrastructure managed services, IT service management, ServiceNow, cloud and data center operations, automation, AIOps, or observability.
Experience working in a highly regulated industry, preferably health care, financial services, or another environment with significant security and operational resilience obligations.
Experience leading global delivery models and balancing onshore, offshore, nearshore, internal, and partner capabilities.
Working knowledge of commercial models such as fixed price, consumption-based, managed capacity, build-operate-transfer, and outcome-based pricing.
Advanced degree or relevant professional certification is preferred.

Responsibilities

Own the multi-year IMS Program Transformation strategy, roadmap, governance model, and integrated execution plan, with clear milestones, outcomes, dependencies, risks, and decision points.
Lead the transition from large, broad-scope managed service provider arrangements to a focused ecosystem of specialized partners and outcome-based engagements aligned to defined technology and business needs.
Assess IMS service towers, capabilities, delivery performance, labor models, dependencies, automation opportunities, and transition readiness to determine the appropriate future-state delivery model for each service.
Define reusable principles, standards, and playbooks that can extend the transformation model from IMS to other ISTS managed service programs.
Partner closely with the Technology Performance Team to establish financial baselines, value cases, productivity expectations, performance measures, outcome scorecards, and benefits realization tracking.
Build strong alignment across ISTS stakeholders, including technology owners, engineering and operations leaders, architecture, finance, procurement, legal, cyber defense, risk, human resources, and enterprise governance teams.
Develop and maintain a fact-based vendor and sourcing strategy that evaluates provider specialization, capability fit, delivery risk, geographic coverage, knowledge retention, economics, and long-term flexibility.
Translate desired outcomes into clear scopes, service levels, operating measures, accountability mechanisms, incentives, and governance expectations for partner engagements.
Lead procurement, contracting, negotiation, due diligence, and transition planning activities in partnership with the appropriate CVS Health functions.
Design governance that creates clear service ownership, transparent decision rights, effective escalation paths, and disciplined performance management across CVS Health and partner teams.
Direct complex service transitions while maintaining operational stability, regulatory compliance, security, business continuity, and a positive stakeholder experience.
Identify opportunities to use AI, automation, observability, analytics, and modern engineering practices to reduce manual effort, improve service resilience, and increase productivity.
Create executive-ready communications and recommendations that clearly articulate status, decisions, financial implications, operational risks, tradeoffs, and required actions.
Establish change management, communications, and stakeholder engagement plans that prepare impacted teams for new roles, responsibilities, processes, and partner models.
Build the internal capabilities, knowledge transfer practices, and succession plans required to reduce dependency on external providers and strengthen CVS Health accountability for technology outcomes.
Ensure all transformation activities comply with CVS Health policies, contracting standards, code of conduct, and applicable security, privacy, safety, quality, and regulatory requirements.
Model CVS Health values through inclusive leadership, transparent decision-making, constructive challenge, disciplined follow-through, and accountability for results.