Manager - Enterprise Observability Strategy and Governance

CVS Health•Woonsocket, IL

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 Enterprise Observability Strategy and Governance Manager is responsible for the execution and delivery of Observability products that support the reliability, performance, and operational excellence of Observability platforms. We are seeking a highly driven and delivery-focused Manager to lead the implementation of observability initiatives across infrastructure, application, and service domains. This role translates established observability strategy, requirements, standards, and priorities into actionable product roadmaps and initiatives, working closely with engineering, IT operations, and service management teams to drive adoption and measurable outcomes. The Manager focuses on day-to-day product leadership, governance execution, and continuous improvement of observability capabilities while ensuring alignment with enterprise standards, financial targets, and regulatory requirements. The ideal candidate will bring a strong background in product management, observability tooling, and enterprise IT governance, with a passion for enabling data-driven operations and service excellence. What we expect of you – Enterprise Observability Program Execution: Lead the planning, tracking, reporting, and delivery of observability products across infrastructure, application, and service domains, ensuring initiatives are delivered on time, within scope, and aligned to established Observability and business strategies. Roadmap Execution & Delivery Planning: Translate approved Observability strategies and multi-year roadmaps into executable plans, managing milestones, dependencies, and delivery risks to support platform evolution and service maturity goals. Cross-Functional Delivery Partnership: Partner closely with Observability engineering, operations, service management, and business teams to coordinate delivery activities, resolve execution issues, and drive consistent adoption of Observability capabilities. Governance & Standards Implementation: Implement and enforce established Observability standards, instrumentation practices, and platform usage policies, ensuring adherence to regulatory requirements, vulnerability management and internal governance frameworks. Financial Management & Cost Control: Manage assigned Observability budgets, track platform consumption and spend, and support cost optimization and recovery initiatives in alignment with defined financial targets. Risk & Compliance Execution: Identify, manage, and escalate risks related to Observability platforms, including data integrity, security, and operational continuity, and support compliance reporting and remediation activities. Performance Tracking & Reporting: Monitor platform performance and operational OKRs/KPIs, analyze trends, and report on delivery progress, adoption, and business value to stakeholders and leadership. Change Enablement & Adoption: Execute change management and adoption plans, including training, documentation, and communications, to support effective rollout and sustained use of Observability tools and practices. Operational Continuous Improvement: Stay current on observability, telemetry, and AIOps trends, identifying incremental improvements and optimization opportunities to enhance platform effectiveness and operational efficiency.

Requirements

5+ years of experience in program, product, or project management supporting IT infrastructure, observability, or enterprise technology platforms
2+ years of experience using Atlassian Jira to manage governed product or program backlogs, including intake tracking, demand evaluation, prioritization, workflow management, epic/feature/story development, and delivery status reporting within Agile environments
2+ years of experience translating governance standards, policies, and requirements into actionable product requirements, and developing decision‑support artifacts such as options analysis and impact assessments to enable leadership decision‑making
2+ years of experience applying observability concepts (metrics, logs, and traces), platform architecture, and service instrumentation, with working knowledge of observability tools such as Splunk, AppDynamics, Dynatrace, Grafana, Prometheus, and OpenTelemetry
2+ years of experience working with ITSM/ITOM platforms such as ServiceNow, including CMDB integration and dashboard/reporting capabilities
2+ years of experience managing budgets, tracking spend, and supporting financial governance and cost‑optimization initiatives for technology services
Bachelor’s degree from accredited university or equivalent work experience (HS diploma + 4 years relevant experience).

Nice To Haves

Professional certifications such as PMP (Project Management Professional), SAFe or other Agile delivery certifications, Certified Scrum Product Owner (CSPO) or equivalent product management credentials
IT service and cloud foundations, including ITIL v4 Foundation and cloud certifications across AWS, Azure, or GCP
Experience working in healthcare or other highly regulated industries, with exposure to governance, compliance, and control requirements
Experience using Atlassian tools (Jira, Confluence) to support product, program, or delivery management activities
Excellent communication and stakeholder engagement skills, with the ability to influence and collaborate across technical and business domains
Strong analytical and problem‑solving capabilities, including proficiency with data analysis and visualization tools
Familiarity with risk management and compliance frameworks and tools (e.g., Archer), including experience supporting compliance, audit, or vulnerability management initiatives

Responsibilities

Enterprise Observability Program Execution: Lead the planning, tracking, reporting, and delivery of observability products across infrastructure, application, and service domains, ensuring initiatives are delivered on time, within scope, and aligned to established Observability and business strategies.
Roadmap Execution & Delivery Planning: Translate approved Observability strategies and multi-year roadmaps into executable plans, managing milestones, dependencies, and delivery risks to support platform evolution and service maturity goals.
Cross-Functional Delivery Partnership: Partner closely with Observability engineering, operations, service management, and business teams to coordinate delivery activities, resolve execution issues, and drive consistent adoption of Observability capabilities.
Governance & Standards Implementation: Implement and enforce established Observability standards, instrumentation practices, and platform usage policies, ensuring adherence to regulatory requirements, vulnerability management and internal governance frameworks.
Financial Management & Cost Control: Manage assigned Observability budgets, track platform consumption and spend, and support cost optimization and recovery initiatives in alignment with defined financial targets.
Risk & Compliance Execution: Identify, manage, and escalate risks related to Observability platforms, including data integrity, security, and operational continuity, and support compliance reporting and remediation activities.
Performance Tracking & Reporting: Monitor platform performance and operational OKRs/KPIs, analyze trends, and report on delivery progress, adoption, and business value to stakeholders and leadership.
Change Enablement & Adoption: Execute change management and adoption plans, including training, documentation, and communications, to support effective rollout and sustained use of Observability tools and practices.
Operational Continuous Improvement: Stay current on observability, telemetry, and AIOps trends, identifying incremental improvements and optimization opportunities to enhance platform effectiveness and operational efficiency.

Benefits

Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

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