Senior Manager - RunOps - PBM-IT

CVS Health•Work At Home-Illinois, IL

About The Position

PBM-IT Service Delivery - Senior Manager is a highly visible role within the Member & Client Services Engineering (MCSE) group at CVS Health supporting enterprise level, mission critical services. These services include applications used directly by CVS Health members or by call center agents to provide world-class member experience, call center technology applications, services provided by 3rd party call center vendors, clinical & benefit coding applications, Clinical Prior Authorization systems etc. The Senior Manager leverages proven leadership skills to manage a team of technical vendor resources maintaining applications central to the operations of CVS Health. The Senior Manager leads strategic decision making, influences change, and drives results. The Senior Service Delivery Manager is proficient in all critical functions for the applications assigned and is expected to champion SDLC & ITIL methods and best practices on the team to ensure that quality standards are met. The role includes being accountable for maintaining the production application ecosystem, working with managed services vendor closely on achieving application SLAs, stability, partnering with core infrastructure & application development teams to resolve defects, execute defect elimination plans and identify actions to ensure overall service stability. The role includes being accountable for working closely with managed services vendor on production maintenance, incident management, problem management, and identifying opportunities for continuous improvement for the applications assigned. The Senior Manager is proficient with all the platforms assigned and is expected to be a platform leader with responsibility and accountability for the tactical and strategic directions of the production platforms. The manager contributes to the development and design of technical solutions adhering to all established methodologies, standards and guidelines. The candidate must have a sharp focus on platform stability, quality of service, continuous improvement and risk mitigation. The ideal candidate can influence behavior to achieve the right outcomes to support the business.

Requirements

Bachelor's degree in Computer Science or equivalent work experience required, one additional year of experience is required for each year of college not attained.
10+ or more years of production support or service delivery experience.
Experience working with a managed services vendor.
ITIL Qualified & Expert knowledge of ITIL disciplines.
Experience of managing 3rd parties and 3rd party delivered services.
Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.

Nice To Haves

High degree of self-motivation to work in a fast-paced dynamic environment.
Strong communication skills are required to facilitate meetings with both technical and business audiences, often across multiple functional departments.
Demonstrated understanding of various technologies (Java/J2EE, .Net, MQ, Mainframe, Telephony systems etc.)
Experience with major database management systems, e.g. DB2, Oracle, and SQL Server.
Experience creatively debugging complex system problems spanning entire hosting stack (application, server, communication channels, networking components, etc), resulting in problem determination and restoration through thorough research and fact finding.
Be able to exhibit decisiveness and good judgment, even in ambiguous circumstances.
Experience supporting both proprietary and vendor developed or supported applications.
Demonstrated successful completion of technical projects.
Demonstrated proficiency working on all phases of SDLC.
Able to exhibit decisiveness and good judgment, even in ambiguous circumstances.

Responsibilities

Execute the enterprise SRE strategy, including SLOs, SLIs, error budgets, and reliability roadmaps.
Establish reliability standards and practices across the applications, backend services, APIs, data platforms, and AI workloads.
Drive a culture of reliability-by-design and operational excellence across engineering teams.
Lead adoption of AIOps capabilities for proactive issue detection, alert noise reduction, and predictive failure prevention.
Implement AI-assisted incident triage, automated runbooks, root-cause analysis, and self-healing systems.
Partner with the AI Platform team to integrate LLMs and ML models into operational workflows (log summarization, anomaly detection, remediation).
Own enterprise observability strategy across metrics, logs, traces, and user experience monitoring.
Standardize tooling and practices using platforms such as AppD, DynaTrace, Datadog, Splunk, Prometheus, Grafana, OpenTelemetry.
Deliver real-time dashboards and executive reporting on uptime, performance, latency, and error budgets.
Lead enterprise incident response, escalation, and post-incident learning (blameless postmortems).
Reduce MTTR, MTTD, and incident frequency through automation and preventive engineering.
Establish runbooks, on-call models, and operational readiness reviews.
Build, mentor, and lead global SRE teams & managers.
Define SRE career paths, skill frameworks, and training programs.
Foster a culture of learning, accountability, and continuous improvement.