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.

• Enterprise ITSM Strategy & Governance
  • Define and execute the enterprise ITSM strategy, roadmap, and governance framework supporting 10+ business units, technology domains, and delivery organizations
  • Establish and maintain end-to-end ownership of ITIL processes, ensuring standardized execution, compliance, and accountability across all service teams
  • Design governance models, process standards, and operating procedures that improve consistency, reduce operational risk, and enable scalable service delivery
  • Lead enterprise Major Incident Management (MIM) practices, directing executive communications, war-room operations, root cause analysis, and service restoration activities
  • Develop and maintain ITSM maturity roadmaps with measurable improvement milestones and adoption targets
• Operational Excellence & Service Performance
  • Drive enterprise service performance by establishing and governing SLA, OLA, KPI, and customer experience frameworks supporting thousands of business-critical services and end users
  • Lead initiatives to reduce incidents and request backlogs, improve service responsiveness, and increase operational efficiency across multiple delivery organizations
  • Partner with Service Level Owners, Technical Owners, and Business Owners to ensure service readiness, operational supportability, and CMDB accuracy
  • Deliver weekly, monthly, and quarterly operational reviews highlight trends, risks, and opportunities for service improvement
  • Improve key operational metrics including MTTR, First Contact Resolution, Change Success Rate, Incident Recurrence, and Customer Satisfaction scores
• Service Now & Intelligent Automation
  • Own enterprise Service Now ITSM strategy, governance, and optimization initiatives supporting incident, request, change, problem, knowledge, and CMDB functions
  • Lead implementation of automation, AI-driven workflows, predictive analytics, virtual agents, and AIOps capabilities that reduce manual effort and improve resolution times
  • Oversee integration of Service Now with monitoring, observability, and infrastructure platforms to enable proactive event management and automated incident creation
  • Develop executive dashboards and operational reporting solutions that provide actionable visibility into service health and business outcomes
• Executive Leadership & Stakeholder Management
  • Serve as the senior ITSM leader and escalation point for systemic service issues affecting business operations, customers, and technology services
  • Influence executive stakeholders, technology leaders, and client-facing teams by translating operational metrics into strategic recommendations and business decisions
  • Facilitate executive governance forums, service reviews, and strategic planning sessions with senior leadership
  • Build solid partnerships across engineering, infrastructure, operations, cybersecurity, portfolio management, workforce management, and business delivery teams
• Continuous Improvement & Talent Development
  • Lead enterprise Continuous Service Improvement (CSI) programs with quantifiable targets for process maturity, automation adoption, and operational performance
  • Champion AI-first service operations, leveraging analytics, predictive insights, and automation to improve service quality and reduce operational risk
  • Develop training programs, onboarding…