Senior Manager Infrastructure Service Delivery

At HCSC, our employees are the cornerstone of our business and the foundation to our success. We empower employees with curated development plans that foster growth and promote rewarding, fulfilling careers. Join HCSC and be part of a purpose-driven company that will invest in your professional development. Job Summary This position is responsible for leading 24x7 operations infrastructure support services of all non-production and production environments in the area of responsibility.

Driving the use of analytics to improve service, availability, and customer interactions; driving incident resolution and issues escalated by vendors. Transitioning knowledge from design / build teams; driving operational vendor performance management. Job Description: _Identify and implement continuous improvement opportunities to drive efficiencies in the service delivery processes. _Review and analyze performance against established service levels. _Collaborate with Infrastructure Engineering to improve self-service via automation.

_Drive ongoing continuous improvement in first call resolution, incident and problem management activities related to Infrastructure. _Ensure monitoring, alerting, measuring, reporting and continuous improvement of operations and service performance against service level objectives, customer satisfaction and financial goals. _Work with vendors and other Infrastructure areas to coordinate Service Introduction and Service Change activities for Infrastructure. _Identify chronic production incidents and escalate to Problem Management and participate in problem management / RCA.

_Work with vendors and IT product managers to prioritize tickets in aggregate. _Execute HCSC performance cycle including all Human Capital management activities and provides guidance/training to staff for current duties. _Enterprise Infrastructure Leadership: Accomplished technology leader with extensive experience formulating enterprise infrastructure strategy, operations, and modernization across complex environments.

Expertise in leading large-scale infrastructure transformations, hybrid cloud initiatives, data center modernization, virtualization, end-user computing and operational efficiency while delivering measurable business value, cost savings, and improved service reliability. Required Job Qualifications: _ Bachelor's degree and 7 years' Information Technology experience OR 11 years' Information Technology experience. _ 3 years in IT Infrastructure and Operations management and/or leadership. _ Experience in of ITIL v3 framework. _ Experience in ITSM systems. _ Customer service oriented.

_ Adaptability and ability to introduce / manage change. _ Drive conflict management in high pressure situations. _ Performance / metrics-driven decision making. _ Problem solving / analytical thinking. _ Experience in supplier management. _ Decision making and negotiation. _ Employee development. _ Incident management. _ Problem Management / RCA. Preferred Job Qualifications: _ Bachelor degree in Information Technology or Engineering. _ Continuous improvement. _ Knowledge of required technologies (including 3rd party solutions). _ Oral/written communication skills.

_ Experience with Service Desk technologies (e.g. self-service / automation technologies). _ Experience with Operations Center technologies (e.g., monitoring and event management, job scheduling, infrastructure device installation and configuration, technical troubleshooting). _ Experience with EUC / Collaboration and Executive Support technologies (e.g., mobile devices, VDI, Integrated App Stores, email servers, IM, Presence, Integrated Web, Audio, Video, SharePoint and Document Management). _ Experience with Compute, DBMS, Storage, Middleware technologies (e.g.

server, OS, virtualization, container, cloud as a service, Converged, Hyper-converged, Digital, etc.). \* Experience with Network, Voice, Call Center technologies (e.g. AVD, Nuntanix, IVR, ACD, CTI, Call Recording , Call Management, Call Routing, Authentication / Access Management, Cloud Deployment, Load Balancing and Firewall Technologies, etc.). #LI-NV1 #LI-Hybrid This hybrid role will be in-office 3x a week. Are you being referred to one of our roles? If so, ask your connection at HCSC about our Employee Referral process!

Pay Transparency Statement: At Health Care Service Corporation, you will be part of an organization committed to offering meaningful benefits to our employees to support their life outside of work. From health and wellness benefits, 401(k) savings plan, pension plan, paid time off, paid parental leave, disability insurance, supplemental life insurance, employee assistance program, paid holidays, tuition reimbursement, plus other incentives, we offer a robust total rewards package for employees. Learn more about our benefit offerings by visiting https://careers.hcsc.com/totalrewards.

The compensation offered will vary depending on your job-related skills, education, knowledge, and experience. This role aligns with an annual incentive bonus plan subject to the terms and the conditions of the plan. Flex employees are expected to be in the office a minimum of three days a week. Management will have discretion to modify an employee's weekly schedule for exigent circumstances. HCSC Employment Statement: We are an Equal Opportunity Employment employer dedicated to providing a welcoming environment where the unique differences of our employees are respected and valued.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristics. We are a drug-free and smoke-free workplace. Employment may be contingent upon successful completion of drug screening in accordance with applicable law. Base Pay Range $112,200.00 - $202,600.00 Exact compensation may vary based on skills, experience, and location.

Join our talent community and receive the latest HCSC news, content, and be first in line for new job opportunities. Join our Talent Community. For more than 80 years, HCSC has been dedicated to expanding access to high-quality, cost-effective health care and equipping our members with information and tools to make the best health care decisions for themselves and their families. As an industry leader, HCSC also has been helping to make the health care system work better for all Americans.

To remain a leader, we offer compelling careers that encourage resourcefulness, strategic thought and empower you to make a difference in the lives of our members and their communities. Today, with the industry at an important crossroad, HCSC is reimagining health care and looking for original thinkers who aren’t afraid to make innovative contributions. We are an Equal Opportunity Employment employer dedicated to workforce diversity and a drug-free and smoke-free workplace.

Learn more about HCSC, our commitment to our members and the opportunity you’ll have to improve health care delivery in an open, collaborative environment. HCSC is committed to diversity in the workplace and to providing equal opportunity to employees and applicants. If you are an individual with a disability or a disabled veteran and need an accommodation or assistance in either using the Careers website or completing the application process, you can call us at 1-866-977-7378 to request reasonable accommodations.

Please note that only requests for accommodations in the application process will be returned. All applications, including resumes, must be submitted through HCSC's Career website on-line application process. If you have general questions regarding the status of an existing application, navigate to "candidate home" to view your job submissions.

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