Director, IT Service Management - ITSM and ITIL Governance - Remote

Director, It Service Management (Itsm) & Itil Governance

Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives?

Join us to start Caring. Connecting. Growing together.

The Director, IT Service Management (ITSM) & ITIL Governance is responsible for defining, leading, and continuously advancing enterprise-wide IT service management capabilities across Optum Technology. This role serves as the strategic owner of the ITIL framework, ensuring consistent governance, operational excellence, automation, and measurable service outcomes across a complex, matrixed environment.

This leader will drive standardization across Incident, Major Incident, Request, Change, Problem, Knowledge, and Configuration Management while leveraging Service Now, AI-enabled operations, and data-driven insights to improve service reliability, customer experience, and operational efficiency. The ideal candidate combines deep ITIL expertise, executive influence, and large-scale service management leadership to transform IT operations and establish a culture of accountability and continuous improvement.

You'll enjoy the flexibility to work remotely
* from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.

Primary Responsibilities:

• Enterprise ITSM Strategy & Governance
• Operational Excellence & Service Performance
• Service Now & Intelligent Automation
• Executive Leadership & Stakeholder Management
• Continuous Improvement & Talent Development
• Vendor & Cross-Functional Leadership

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, or related field
• 10+ years of experience in IT Service Management (ITSM), IT Operations, Service Delivery, or Technology Operations, including responsibility for enterprise service management processes and operational governance
• 5+ years of people leadership experience managing enterprise-scale ITSM, ITIL, Service Management, or Operations teams supporting multiple business units, technology platforms, and geographically dispersed organizations
• 5+ years of direct ownership and governance of core ITIL practices, including Incident, Major Incident, Request, Change, Problem, Knowledge, and Configuration Management
• 5+ years of hands-on experience with Service Now ITSM, including workflow configuration, service catalog management, CMDB administration, reporting, dashboard development, integrations, and platform optimization
• 5+ years of experience designing and governing SLA, OLA, KPI, and service measurement frameworks, with demonstrated success improving operational performance, service reliability, and customer satisfaction
• 5+ years of experience presenting operational performance, service metrics, and technology strategy recommendations to executive leadership, including VP, SVP, CIO, or equivalent stakeholders
• Experience managing service operations supporting 5,000+ users, 100+ business-critical applications, or multi-million-dollar technology service portfolios
• Demonstrated success leading large-scale technology transformation, operational excellence, automation, or service modernization initiatives impacting enterprise operations and delivering measurable business outcomes
• Proven ability to influence and drive outcomes across large, matrixed organizations without direct authority, partnering effectively with engineering, infrastructure, delivery, security, and business leadership teams

Preferred Qualifications:

• Master's degree or MBA
• ITIL v4 Managing Professional, ITIL Expert, or equivalent advanced ITSM certification
• Service Now CSA, CIS-ITSM, CIS-CMDB, or related Service Now certifications
• Six Sigma, Lean, Agile, Dev Ops, Site Reliability Engineering (SRE), or Operational Excellence certifications
• Experience supporting healthcare, highly regulated, or large enterprise technology environments
• Experience deploying AI, machine learning, automation, or AIOps solutions within service management environments

* All employees working remotely will be required to adhere to United Health Group's Telecommuter Policy

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and…