Manager, IT Service

Position Purpose: Provides leadership and direction in planning, developing, and maintaining Centene's IT service operations function. Provides oversight to the major enterprise system management and event management tools, and their respective maintenance. Leads ITSM strategies, including collaborating with disaster recovery and business continuity teams. Also manages the overall performance and reliability of the ITSM team by establishing and implementing technical and operational performance standards as defined for core functions that are essential to supporting Centene's established IT strategic objectives.

Key Details: This role is 100% onsite in Tampa, FL and requires working in the office five days per week. This role offers an opportunity to manage support for Centene's Tampa, FL location and directly lead a team.

• Develops strategy and plan for the implementation and development of policies and procedures to ensure consistently high levels of quality and availability
• Defines and maintains service operations key performance indicators (KPI) metrics
• Oversees the planning, hosting, and deployment of key operational activities for IT service and support teams to reduce service volume activity, decrease unexpected network impact activity and ensure consistent response practices
• Oversees operational activities per standard operating procedures such as batch processing, backup/recovery jobs, system health checks, system reboots, user account management, system patching, etc.
• Oversees enterprise event management tools and their respective maintenance, configuration, integration, and strategies
• Manages the hiring and training of new and existing staff, conduct performance reviews, provide leadership, technical guidance and coaching to IT Service team members
• Leads team to help ensure the stable operation of ITSM activities
• Shares knowledge and develop staff capabilities to strengthen understanding of service operations, business issues and best practices; evaluate and define implications to IT
• Manages the budget for service operations, support reporting and forecasting activities
• Mentors and guides staff
• Manages the hiring and training of new and existing staff, conducts performance reviews, and provides leadership, technical guidance and coaching
• Shares knowledge and develops staff capabilities to strengthen understanding of business issues and best practices
• Develops and communicates organizational objectives; inspires and motivates team members to achieve results
• Performs other duties as assigned
• Complies with all policies and standards

Education/Experience:

• Requires a Bachelor's degree and 5+ years of related experience
• Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position

Technical Skills:

• One or more of the following skills are desired:
• Experience with Linux and Windows Operating System
• Experience with MacOS, Android and iOS, Agile methodology applied in a customer service environment
• Previous leadership experience
• Exposure to Service Now, automation, diagnostic tools, AI and/or reporting tools

Soft Skills:

• Ability to lead/manage others
• Collaboration and team building skills
• Effectively coaches and delivers constructive feedback
• Instills commitment to organizational goals
• Ability to communicate and make recommendations to upper management
• Effective conflict management skills
• Develops and delivers effective presentations
• Demonstrated negotiation skills

License/Certification:

• ITIL Foundations v3 required

At Centene, we connect people to the care they need to live healthier lives - and the work you do here makes that impact real every day. You’ll take on meaningful challenges that directly support individuals, families, and communities, building your skills while making healthcare more accessible and effective. It’s work with a purpose you can see, backed by a team committed to improving lives well beyond the workday.

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. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status. Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act