Associate Director, Incident Management Practice

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The Associate Director, Incident Management Practice (Service Offerings Management) leads the strategy, design, governance, and maturity of Humana's enterprise Incident Management capabilities in the Service Operations Organization. You will lead the Incident Management practice end to end including standards, tooling, metrics, workforce capability, and continuous improvement ensuring consistent, predictable, and scalable incident response across all technology domains.

Incident Management Practice Leadership

* Lead the Incident Management Practice, establishing a clear vision, operating model, and roadmap for enterprise adoption.

* Define practice standards, policies, strategies and governance models to ensure execution across teams.

* Be an authoritative owner for Incident Management capabilities, frameworks, and methodologies.

* Develop a multi-year practice maturity roadmap, aligned with Humana's priorities and digital transformation goals.

* Lead the Service Now Incident Management Practice and guide Service Now maturity through automation, AI‑driven insights, self‑healing workflows, and advanced reporting.

* Ensure vendors and suppliers align with enterprise Incident Management practice standards.

Enterprise Incident & Major Incident Governance

* Govern incident priority models, escalation frameworks, and executive communication standards.

* Oversee Incident Management governance in partnership with the 6 Incident sub‑process owners and teams.

* Ensure reliable, repeatable execution of incident response practices across platforms and teams.

AI Enablement & Intelligent Operations

* Champion the integration of AI and AIOps capabilities into the Incident Management Practice. Increase adoption of AI‑assisted detection, correlation, triage, prioritization, and root‑cause analysis.

* Partner with data, automation, and platform teams to shift from reactive to predictive and preventative incident management.

Process Development & Governance

* Ensure understanding of ITIL(Information Technology Infrastructure Library) and organizational risk, compliance, and audit requirements.

* Lead governance forums and Incident Practice meetings to manage policy adherence and continuous improvement.

People, Capability & Community Leadership

* Lead a team of Incident Management Practice subject matter experts.

* Mature enterprise‑wide capability through training, coaching, and practice enablement.

* Lead the Incident Management community of practice to share knowledge, lessons learned, and innovations.

Performance Metrics, Analytics & Insights

* Ensure enterprise KPIs and standard metrics for incident response, availability and customer experience.

* Use analytics and AI insights to identify trends, systemic risks, and improvement opportunities.

* Deliver executive‑level dashboards, insights, and recommendations.

Use your skills to make an impact

Required Qualifications

* Bachelor's degree in computer science, information technology, engineering, or a related discipline.

* 10+ years of progressive IT experience within Service Management, Operations, or Reliability Engineering.

* 5+ years of leadership experience in IT.

* Expertise in Incident Management, Major Incident Management, and Service Desk Management in complex enterprises.

* Working knowledge of ITIL frameworks and service governance models.

* Demonstrated experience leading teams through transformation and operating model change.

* Experience using data, analytics, and automation to improve operational outcomes.

* Proven experience delivering clear, confident, and effective communication to senior leadership and key stakeholders.

* Strategic thinker with the ability to align operational practices to business and customer outcomes.

Preferred Qualifications

* Advanced degree (MBA, MS) or relevant certifications such as ITIL Managing Professional, PMP, Service Now certifications, or SRE training.

* Hands‑on experience implementing AI‑enabled IT operations (AIOps), intelligent alerting, or predictive incident solutions.

* Experience serving as platform owner or executive sponsor for Service Now or similar enterprise ITSM platforms.

* Background in…