Senior Manager - SRE - RunOps - PBM-IT

Position Summary

PBM-IT Service Delivery - Senior Manager is a highly visible role within the Member & Client Services Engineering (MCSE) group at CVS Health. This role supports enterprise‑level, mission‑critical services, including applications used by CVS Health members and call‑center agents, as well as call‑center vendor and clinical systems. The Senior Manager leads a team of technical vendor resources, maintains the production application ecosystem, works closely with managed‑services vendors to achieve application SLAs, and partners with core infrastructure and application teams to resolve defects and drive stability.

The manager is responsible for driving strategic decision‑making, championing SDLC & ITIL best practices, and ensuring quality standards across all assigned platforms. The role includes overseeing production maintenance, incident and problem management, and continuous improvement activities.

Execute the enterprise SRE strategy, establishing SLOs, SLIs, error budgets, and reliability roadmaps. Build reliability standards and practices across applications, backend services, APIs, data platforms, and AI workloads, fostering a culture of reliability-by-design and operational excellence.

Lead the 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, integrating LLMs and ML models into operational workflows.

Own the enterprise observability strategy across metrics, logs, traces, and user‑experience monitoring. Standardize tooling using App Dynamics, Dyna Trace, Datadog, Splunk, Prometheus, Grafana, and 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 with blameless post‑mortems. 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 and managers. Define SRE career paths, skill frameworks, and training programs, fostering a culture of learning, accountability, and continuous improvement.

Bachelor's degree in Computer Science or equivalent work experience (required years of experience based on college years not completed).

10+ years of production support or service delivery experience.

Experience working with managed services vendors.

ITIL Qualified and expert knowledge of ITIL disciplines.

Experience managing 3rd parties and 3rd‑party delivered services.

Service management or support in a large‑scale, diverse environment (incident management, escalation procedures).

Demonstrated self‑motivation in a fast‑paced dynamic environment.

Strong communication skills to facilitate meetings with technical and business audiences across multiple departments.

Understanding of technologies such as Java/J2EE, .NET, MQ, Mainframe, Telephony systems.

Experience with major database systems (DB2, Oracle, SQL Server).

Ability to debug complex system problems across the hosting stack and deliver problem determination and restoration.

Experience supporting proprietary and vendor‑developed or supported applications.

Proven record of completing technical projects and proficiency in all phases of SDLC.

$130295.00 – $260590.00 (annual base salary; may vary by experience, geography, and other factors). The position is eligible for bonus, commission, short‑term incentive program, and equity award program.

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