Senior Manager - RunOps - PBM-IT

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

PBM-IT Service Delivery - Senior Manager is a highly visible role within the Member & Client Services Engineering (MCSE) group at CVS Health supporting enterprise level, mission critical services. These services include applications used directly by CVS Health members or by call center agents to provide world‑class member experience, call center technology applications, services provided by 3rd‑party call center vendors, clinical & benefit coding applications, Clinical Prior Authorization systems, etc.

The Senior Manager leverages proven leadership skills to manage a team of technical vendor resources maintaining applications central to the operations of CVS Health. The Senior Manager leads strategic decision making, influences change, and drives results. The Senior Service Delivery Manager is proficient in all critical functions for the applications assigned and is expected to champion SDLC & ITIL methods and best practices on the team to ensure that quality standards are met.

The role includes being accountable for maintaining the production application ecosystem, working with managed services vendor closely on achieving application SLAs, stability, partnering with core infrastructure & application development teams to resolve defects, execute defect elimination plans and identify actions to ensure overall service stability.

• Execute the enterprise SRE strategy
  , including SLOs, SLIs, error budgets
  , and reliability roadmaps.
• Establish reliability standards and practices across the applications, backend services, APIs, data platforms, and AI workloads
  .
• Drive a culture of reliability‑by‑design and operational excellence across engineering teams.

• Lead adoption of AIOps capabilities for proactive issue detection, alert noise reduction, and predictive failure prevention.
• Implement AI‑assisted incident triage
  , automated runbooks, root‑cause analysis, and self‑healing systems.
• Partner with the AI Platform team to integrate LLMs and ML models into operational workflows (log summarization, anomaly detection, remediation).

• Own enterprise observability strategy across metrics, logs, traces, and user experience monitoring
  .
• Standardize tooling and practices using platforms such as AppD, Dyna Trace, Datadog, Splunk, Prometheus, Grafana, Open Telemetry
  .
• Deliver real‑time dashboards and executive reporting on uptime, performance, latency, and error budgets.

• Lead enterprise incident response, escalation, and post‑incident learning (blameless postmortems).
• Reduce MTTR, MTTD
  , and incident frequency through automation and preventive engineering.
• Establish runbooks, on‑call models, and operational readiness reviews.

• Build, mentor, and lead global SRE teams & managers.
• Define SRE career paths, skill frameworks, and training programs.
• Foster a culture of learning, accountability, and continuous improvement.

• Bachelor's degree in Computer Science or equivalent work experience required, one additional year of experience is required for each year of college not attained.
• 10+ years of production support or service delivery experience.
• Experience working with a managed services vendor.
• ITIL Qualified & Expert knowledge of ITIL disciplines.
• Experience of managing 3rd parties and 3rd‑party delivered services.
• Service Management or Support in a large‑scale and diverse environment of incident management, escalation procedures and related disciplines.

• High degree of self‑motivation to work in a fast‑paced dynamic environment.
• Strong communication skills to facilitate…