Vice President, Information Technology

Centene Corporation

1d•Hybrid

About The Position

Centene is transforming the health of our communities one person at a time. As an Executive on our team, you could be the one who changes everything for our 28 million members. Position Purpose: Oversee department staff including hiring, performance management and career development to ensure alignment with defined goals. Develop budgets and priorities, ensuring plans and resource allocations are consistent with those budgets and priorities. Coordinate for the plans and activities of the organization with senior leaders inside and outside IT, as well as strategic suppliers. Anticipate and analyze the needs of customers and recommend and develop priorities for feasibility studies, systems design, and implementation to develop new and modify the company’s information processing systems and policies and procedures. Define and execute the enterprise strategy for End User Service Desk, Support modernization, Advanced Support and 3rd party Level 1 service desk delivery. Drive modernization initiatives including automation, AI enabled support, and proactive digital experience capabilities. Lead long term planning for workforce, tools, service capabilities, and financial investments across Service Desk, Advanced Support, Support Relations, Technology Currency and Tech Ops Power Business Intelligence strategies. Integrate AI driven automation into operations, improving efficiency, resolution accuracy, and service outcomes. Advise executive leadership on technology experience, operational risk, and modernization opportunities for responsible areas. Lead end-to-end delivery of all end user technology services (Service Desk, advanced support, technology currency, TechOps compliance and Power BI governance. Set operational KPIs, dashboards, service health reporting, and continuous improvement programs. Build a culture focused on customer experience, accountability, and continuous improvement. Drive cultural evolution and maturity. Drive talent development, succession planning, and organizational readiness for AI enhanced operating models. Develop talent through coaching, succession planning, and workforce strategy. Align organizational structure to support scale, modernization, and service. Partner cross functionally with Security, Infrastructure, HR, Enterprise Architecture, and business units to ensure service transition and adoption. Communicate service performance, AI adoption outcomes, risks, and strategic initiatives to senior leadership. Govern major vendor partnerships (service desk providers and currency technology vendors). Review performance and hold partners accountable for SLAs and experience outcomes, proactively work with partners to avoid end user interruptions. Integrate partner capabilities into operational and strategic roadmaps. Lead adoption of AI powered support, automation, and digital experience monitoring technologies. Evaluate emerging technologies and develop business cases for adoption in the Service Desk, Advance Support and Technology Currency space. Ensure compliance with regulatory, security, and operational standards. Drive cost optimization through automation, vendor management, and lifecycle planning. Manage partnerships with AI technology providers, ensuring alignment with enterprise objectives and governance requirements. Integrate partner AI capabilities into the operational and strategic roadmap. Lead the design, development, and deployment of AI agents, copilots, and automated workflows supporting all teams within your organization. Identify and prioritize AI use cases, ensuring measurable value, reduced manual effort, and improved user experience. Lead the modernization of workforce tools, self-service capabilities, and digital experience monitoring. Ensure agents produce consistent, compliant, and reliable responses based on authoritative content sources. Manage business continuity, resiliency planning, and audit readiness. Demonstrated leadership of enterprise end user technology ecosystems including experience with emerging technologies like AI and AI Agents. Deep experience with ITIL/ITSM, large service desk operations, and major incident management. Proven success leading cross functional engineering, support, and operations teams. Strong financial acumen and vendor management experience. Ability to drive culture evolution in a large enterprise organizations and drive maturation of individuals in the large enterprise Experience with enterprise digital experience management (e.g., Nexthink). Experience with enterprise customer support platforms, integrating AI agents and maintaining accuracy and relevance of information delivered. Background in automation, AI assisted support, ServiceNow development/governance. Executive level communication and stakeholder alignment skills. Success leading modernization efforts in a distributed, hybrid workforce environment. Apply process and business expertise to impact business results.

Requirements

Demonstrated leadership of enterprise end user technology ecosystems including experience with emerging technologies like AI and AI Agents.
Deep experience with ITIL/ITSM, large service desk operations, and major incident management.
Proven success leading cross functional engineering, support, and operations teams.
Strong financial acumen and vendor management experience.
Ability to drive culture evolution in a large enterprise organizations and drive maturation of individuals in the large enterprise
Executive level communication and stakeholder alignment skills.
Success leading modernization efforts in a distributed, hybrid workforce environment.
Apply process and business expertise to impact business results.
Bachelor's Degree in Computer Science, MIS, related field or equivalent experience required.
10+ years of diverse IT experience required.
Previous experience managing staff, including hiring, training, managing workload and performance.

Nice To Haves

Experience with enterprise digital experience management (e.g., Nexthink).
Experience with enterprise customer support platforms, integrating AI agents and maintaining accuracy and relevance of information delivered.
Background in automation, AI assisted support, ServiceNow development/governance.

Responsibilities

Oversee department staff including hiring, performance management and career development to ensure alignment with defined goals.
Develop budgets and priorities, ensuring plans and resource allocations are consistent with those budgets and priorities.
Coordinate for the plans and activities of the organization with senior leaders inside and outside IT, as well as strategic suppliers.
Anticipate and analyze the needs of customers and recommend and develop priorities for feasibility studies, systems design, and implementation to develop new and modify the company’s information processing systems and policies and procedures.
Define and execute the enterprise strategy for End User Service Desk, Support modernization, Advanced Support and 3rd party Level 1 service desk delivery.
Drive modernization initiatives including automation, AI enabled support, and proactive digital experience capabilities.
Lead long term planning for workforce, tools, service capabilities, and financial investments across Service Desk, Advanced Support, Support Relations, Technology Currency and Tech Ops Power Business Intelligence strategies.
Integrate AI driven automation into operations, improving efficiency, resolution accuracy, and service outcomes.
Advise executive leadership on technology experience, operational risk, and modernization opportunities for responsible areas.
Lead end-to-end delivery of all end user technology services (Service Desk, advanced support, technology currency, TechOps compliance and Power BI governance.
Set operational KPIs, dashboards, service health reporting, and continuous improvement programs.
Build a culture focused on customer experience, accountability, and continuous improvement.
Drive cultural evolution and maturity.
Drive talent development, succession planning, and organizational readiness for AI enhanced operating models.
Develop talent through coaching, succession planning, and workforce strategy.
Align organizational structure to support scale, modernization, and service.
Partner cross functionally with Security, Infrastructure, HR, Enterprise Architecture, and business units to ensure service transition and adoption.
Communicate service performance, AI adoption outcomes, risks, and strategic initiatives to senior leadership.
Govern major vendor partnerships (service desk providers and currency technology vendors).
Review performance and hold partners accountable for SLAs and experience outcomes, proactively work with partners to avoid end user interruptions.
Integrate partner capabilities into operational and strategic roadmaps.
Lead adoption of AI powered support, automation, and digital experience monitoring technologies.
Evaluate emerging technologies and develop business cases for adoption in the Service Desk, Advance Support and Technology Currency space.
Ensure compliance with regulatory, security, and operational standards.
Drive cost optimization through automation, vendor management, and lifecycle planning.
Manage partnerships with AI technology providers, ensuring alignment with enterprise objectives and governance requirements.
Integrate partner AI capabilities into the operational and strategic roadmap.
Lead the design, development, and deployment of AI agents, copilots, and automated workflows supporting all teams within your organization.
Identify and prioritize AI use cases, ensuring measurable value, reduced manual effort, and improved user experience.
Lead the modernization of workforce tools, self-service capabilities, and digital experience monitoring.
Ensure agents produce consistent, compliant, and reliable responses based on authoritative content sources.
Manage business continuity, resiliency planning, and audit readiness.

Benefits

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules.

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