IT Service Manager - Cigna Healthcare

About Cigna Healthcare

Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries, we serve more than 180 million customers and patients worldwide. Ranked 13th on the Fortune 500 in 2025, Cigna is recognized as one of the most trusted and influential names in the industry.

Our mission is to improve the health, well-being, and peace of mind of those we serve.

You'll join a globally recognized organization where trust, clear communication, and a positive culture shape how we work. Our leaders are consistent, approachable, and supportive, helping you maintain balance while doing meaningful work.

We look for people who thrive in collaborative environments, care about meaningful change, and want to grow in a company that puts people first. At Cigna Healthcare, your work contributes to better care experiences and supports customers through important moments in their lives.

About the Role

As the Head of Service Management & Operational Readiness, you will lead the International Health (IH) Technology Service Management function supporting the Production Support operating model. You will be accountable for embedding consistent service management practices across operational readiness, service performance, problem management, and change enablement.

You will lead a specialist team and work closely with technology and business stakeholders to ensure new and changed services transition into support with the appropriate ownership, governance, documentation, monitoring, and operational controls in place. Success in this role requires balancing governance discipline with practical delivery and sustainable operational outcomes.

What You'll Do

• Lead the IH Service Management function and establish governance, standards, priorities, and operating routines that support the Production Support model.
• Manage and develop a team responsible for Service Performance, Problem Management, and Change Enablement, providing coaching, prioritization, and performance leadership.
• Define and maintain operational readiness standards, ensuring services transition into production support only when ownership, documentation, monitoring, support processes, and controls are established.
• Partner with Application Support, Engineering, Infrastructure, Security, Compliance, and business stakeholders to coordinate service readiness and operational improvements.
• Lead service management reviews and use performance, problem, and change insights to drive continuous improvement and address recurring issues.
• Escalate operational risks, ownership gaps, and readiness concerns to the appropriate accountable stakeholders.
• Maintain a service management improvement roadmap and ensure governance remains outcome-focused, scalable, and aligned to enterprise standards.

What You'll Bring

• Significant experience leading IT Service Management, service operations, production support governance, or operational readiness functions.
• Experience managing specialist teams, setting objectives, developing capability, and balancing competing priorities.
• Experience defining service onboarding standards, readiness criteria, support models, runbooks, and transition controls.
• Strong practical understanding of ITIL-aligned practices, including Incident, Request, Problem, Change, Service Transition, and Continual Improvement.
• Experience partnering with senior technology leaders, application owners, engineering teams, and business stakeholders.
• Ability to balance governance, risk management, and operational delivery in complex technology environments.

Skills

Soft Skills

• Leadership and people development
• Stakeholder management and influencing
• Communication and presentation skills
• Strategic thinking and decision-making
• Collaboration and relationship building
• Coaching and mentoring
• Continuous improvement mindset

Technical / Functional Skills

• IT Service Management (ITSM)
• Operational readiness and service transition
• Service performance management
• Problem management
• Change enablement
• Production support governance
• Service ownership and support models
• ITIL-aligned service management practices
• Governance and operational risk management
• Service improvement planning and execution

Nice to Have

• Experience with ServiceNow processes, reporting, and operational data.
• Experience in healthcare, insurance, financial services, or other regulated industries.
• Experience implementing service management improvements or operating model transformations within production support environments.
• Exposure to complex application portfolios, legacy platforms, batch operations, and integration-heavy environments.

Why Join Us

• Competitive salary and comprehensive benefits package.
• Multicultural and hybrid working environment with opportunities to collaborate across global teams.
• Private Medical Insurance and Employee Wellbeing Benefits that support you and your family.
• Educational Development Program to help you continue learning and growing throughout your career.
• Opportunity to lead service management maturity initiatives that improve operational effectiveness and support business-critical healthcare technology services at a global scale.

About The Cigna Group