Director - ITSM Operations and Reporting

Job description

Company: enGen Job Description: JOB SUMMARY CANDIDATE MUST BE US Citizen (due to contractual/access requirements) The Director - ITSM Operations and Reporting will lead and oversee core ITSM best practice process areas supporting all Highmark Platforms and Business Units. This pivotal role is responsible for the strategic development, execution, and continuous improvement of Incident Management (including Major Incident Management ), Problem Management (including Root Cause Analysis ), and Change Enablement . Additionally, this Director will lead our ITSM Reporting Center of Excellence , oversee ITSM data governance , drive Robotic Process Automation (RPA) initiatives, and cultivate our Data Analytics capabilities to foster continuous improvement outcomes. This role is critical in shaping and implementing a significant component of Highmark's multi-year ITSM strategy and roadmap , ensuring optimal resource capacity and capability management to achieve both strategic initiatives and operational excellence. The ideal candidate will have extensive experience managing global teams in a complex enterprise environment to achieve value-based outcomes . This role requires proven experience...