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IT Managed Services Operations Manager
IT Managed Services Operations ManagerCVS Health • Hartford, CT, US
IT Managed Services Operations Manager

IT Managed Services Operations Manager

CVS Health • Hartford, CT, US
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IT Managed Services Operations Manager

Join our team as an IT Managed Services Operations Manager, where you'll serve as the Managed Services Statement of Work (SOW) Governance Manager for Aetna Technology Production Support. In this pivotal role, you'll help ensure the integrity and efficiency of our Application Production Support services by managing contract governance, auditing compliance, and supporting the full contract lifecycle.

You'll collaborate with internal stakeholders and vendor partners to maintain high standards of service delivery, mitigate risks, and ensure alignment with governance controls. If you thrive in a structured, fast-paced environment and enjoy working at the intersection of technology, operations, and vendor managementthis role is for you.

Responsibilities :

  • Conduct regular audits to ensure vendor adherence to operational standards, processes, and reporting requirements, address any gaps, and recommend mitigation strategies for potential contract-related risks.
  • Prepare materials for governance reviews with vendors and participate in regular governance meetings, ensure any issues are addressed effectively, and ensure stakeholder compliance with governance processes.
  • Manage change request process ensuring effective and timely completion of changes; monitor vendor allocation consumption and ensure accurate reporting; support preparation of amendments.
  • Serve as a liaison between Aetna Technology and vendor Managed Services resources. Respond to internal inquiries and help resolve service-related issues.
  • Maintain an organized and centralized repository of governance records ensuring accuracy and accessibility.
  • Identify opportunities to streamline contract management governance and operational workflows. Collaborate with vendors to enhance scope estimation processes.
  • Manage Network and Email Groups; ensure compliance with security and governance standards and support optimal vendor resource alignment.

Required Qualifications :

  • 5+ years of production support experience or related support role in technology preferably for a major Healthcare company.
  • 3+ years of experience in contract administration or related role.
  • 3+ years of data analysis and reporting using tools like QuickBase, Excel, and PowerPoint. Able to manage sensitive information with discretion.
  • 2+ years experience validating compliance with contract terms and operational processes.
  • 2+ years experience with process auditing, documentation, and coordination.
  • 5+ years experience and proficiency with Microsoft Office Suite and SharePoint.

    • Preferred Qualifications :

  • Adept at understanding terms of the Statement of Work and articulating contract terms in a manner that is easily understood.
  • Experience drafting and reviewing contract documents to ensure all necessary clauses and details are included and unambiguous.
  • Familiarity with Managed Services operating models within an Information Technology Production Support healthcare organization.
  • 1-5 years of experience building applications in QuickBase, with an emphasis on automation and pipelines.
  • Commitment to maintaining confidentiality and integrity. Strong interpersonal and emotional intelligence skills. Proactive approach to learning and professional development.
  • Familiarity with ServiceNow APM and basic contract lifecycle management.
  • Detail-oriented, organized, and adaptable.
  • Able to manage multiple priorities and build strong relationships in a collaborative, fast-paced environment.
  • Relevant certifications (e.g., ITIL, PMP, Six Sigma, CCMA, GRCP) are desirable.

    • Education :

    Bachelor's degree or equivalent experience (HS diploma + 4 years relevant experience)

    Business Overview :

    At CVS Health, we bring our heart to every moment of your health. Our single clear purpose is to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand with heart at its center our purpose emphasizes that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors support this purpose, empowering every employee to play a vital role in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient, and affordable. We are committed to promoting and sustaining a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex / gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists, and National Guard) as well as military spouses to apply for CVS Health job opportunities. Our commitment to diversity and inclusion is demonstrated through various initiatives and programs that ensure every employee feels valued and empowered to contribute to our mission.

    Anticipated Weekly Hours : 40

    Time Type : Full time

    Pay Range : The typical pay range for this role is : $66,330.00 - $145,860.00

    This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

    Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

    Great benefits for great people : We take pride in our comprehensive and competitive mix of pay and benefits investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include :

    Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

    No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

    Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

    Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

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