Manager, IT Service

Centene Corporation • Tampa, FL

1d • $102,900 - $190,500 • Onsite

About The Position

The Manager, IT Service provides leadership and direction for planning, developing, and maintaining Centene’s IT service operations function. The role oversees enterprise system management and event management tools and their maintenance, and leads IT service management (ITSM) strategies, including collaboration with disaster recovery and business continuity teams. The manager is accountable for the performance and reliability of the ITSM team, establishing technical and operational performance standards that support Centene’s IT strategic objectives.

This role manages support for Centene’s Tampa, Florida location and directly leads a team. It is 100% onsite in Tampa, with work in the office five days per week.

Requirements

• Bachelor’s degree and 5+ years of related experience, or equivalent experience acquired through applicable knowledge, duties, scope, and skills reflective of the position’s level.
• ITIL Foundations v3 certification is required.
• Ability to lead and manage others.
• Collaboration and team-building skills.
• Ability to coach effectively and deliver constructive feedback.
• Ability to instill commitment to organizational goals.
• Ability to communicate and make recommendations to upper management.
• Effective conflict-management skills.
• Ability to develop and deliver effective presentations.
• Demonstrated negotiation skills.

Nice To Haves

• Experience with Linux and Windows operating systems.
• Experience with MacOS, Android, and iOS.
• Experience applying Agile methodology in a customer service environment.
• Previous leadership experience.
• Exposure to ServiceNow, automation, diagnostic tools, AI, and/or reporting tools.

Responsibilities

• Develop strategies and plans for implementing and developing policies and procedures that ensure consistently high levels of quality and availability.
• Define and maintain service operations key performance indicator (KPI) metrics.
• Oversee planning, hosting, and deployment of operational activities for IT service and support teams to reduce service volume, decrease unexpected network impact, and ensure consistent response practices.
• Oversee operational activities under standard operating procedures, including batch processing, backup and recovery jobs, system health checks, system reboots, user account management, and system patching.
• Oversee enterprise event management tools, including their maintenance, configuration, integration, and related strategies.
• Manage hiring and training of new and existing staff, conduct performance reviews, and provide leadership, technical guidance, and coaching to IT Service team members.
• Lead the team to help ensure stable operation of ITSM activities.
• Share knowledge and develop staff capabilities to strengthen understanding of service operations, business issues, and best practices; evaluate and define implications for IT.
• Manage the service operations budget and support reporting and forecasting activities.
• Mentor and guide staff.
• Develop and communicate organizational objectives, and inspire and motivate team members to achieve results.
• Perform other duties as assigned.
• Comply with all policies and standards.

Benefits

• Competitive pay
• Health insurance
• 401(k) and stock purchase plans
• Tuition reimbursement
• Paid time off and holidays
• Flexible work approach, with remote, hybrid, field, or office schedules available where applicable

What This Job Offers

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