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:

Preferred Job Qualifications:

#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.