Humana · 20 hours ago
Director - Incident, Problem, Event Management
United States
Full-time
Remote
Senior Level, Lead/Staff
$157K/yr - $215K/yr
8+ years expHumana Inc. is committed to putting health first and is seeking a Director of Incident, Problem, and Event Management to lead technical support teams during service disruptions. The role involves overseeing operations of the IT Service Desk, managing teams and suppliers, and driving strategic initiatives to improve service delivery and operational efficiency.
Health CareHealth InsuranceInsuranceVenture Capital
Responsibilities
Lead and oversee day-to-day operations of the Enterprise IT Service Desk, managing internal teams and multiple suppliers
Ensure service stability, consistency, and performance in alignment with defined SLAs and KPIs (e.g., First Contact Resolution, Mean Time to Resolve, Onboarding Readiness)
Partner with Incident and Problem Management teams to continuously improve incident resolution quality and speed
Maintain operational readiness for key business events (e.g., annual enrollment period, acquisitions, integrations) through structured planning and governance
Monitor trends in incidents and issues to identify opportunities for proactive improvement
Define and execute the IT Service Desk and Incident Management strategy in alignment with ATX vision and enterprise objectives
Implement strategic plans, drive organizational goals, and provide input into functional strategy
Drive a “shift-left” approach through automation, self-service, and knowledge enablement initiatives
Collaborate with Service Management & Service Integration and Management (SIAM) practice owners to deliver scalable, integrated service experiences across platforms (e.g., ServiceNow)
Lead readiness & onboarding integration activities for newly acquired entities to ensure seamless transitions
Enable security awareness & governance within ITSD operations
Manage performance and relationships with managed service providers, ensuring contractual compliance and service excellence
Partner with Procurement, VMO, and Legal to negotiate, govern, and optimize contracts and Statements of Work
Track and report operational efficiencies, cost savings, and return on investment from improvement initiatives
Lead, develop, and coach a diverse team of leaders, specialists, and analysts focused on delivering exceptional end-user experiences
Foster a collaborative, high-performance culture that values accountability, transparency, and continuous learning
Partner with internal and supplier leadership to align goals, drive engagement, and support professional development
Champion the “Voice of the Associate” to identify friction points and improve overall technology experience
Leverage analytics, automation, and artificial intelligence (e.g., Genesys Cloud, chatbots, self-service portals) to enhance efficiency and user satisfaction
Collaborate with Service Management, Experience Design, Automation, and Platform teams to continuously improve service delivery and employee enablement
Establish and refine policies, processes, and systems for quality L1 service & support
Monitor incident trends and issues, ensuring alignment with long-term functional goals
Advise leadership on policy development and strategic planning, contributing to department budget and resource allocation
Make decisions related to implementation of new/updated programs or large-scale projects, with significant impact on the function or segment
Qualification
Required
Bachelor's or Master's Degree in Information Technology, Computer Science, or related field (or equivalent experience)
8+ years of technical experience, including progressive IT service management responsibilities
5+ years of management/people leadership
Comprehensive knowledge of Microsoft Office applications (Word, Excel, Visio)
Experience in problem analysis, process documentation, process design and cross-functional collaboration
Proven success driving ITSM transformation and measurable improvements in service performance
Experience with Software Development Lifecycle and Waterfall or Agile methodologies
Strong background managing multi-supplier environments and large-scale IT support operations
Excellent communication, leadership, and stakeholder management skills with the ability to influence across technical and business areas
Passion for contributing to an organization focused on continuously improving consumer experiences
Preferred
Previous experience in the health care industry
ITIL v4, SIAM
Experience with ServiceNow, and Genesys Cloud
Experience leading service integration during mergers or acquisitions
Demonstrated success driving automation, AI, or self-service initiatives
Benefits
Medical
Dental and vision benefits
401(k) retirement savings plan
Time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
Short-term and long-term disability
Life insurance
Company
Humana
Humana is a health insurance provider for individuals, families, and businesses.
10001+ employees
H1B Sponsorship
Humana has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (282)
2024 (246)
2023 (284)
2022 (274)
2021 (212)
2020 (84)
Funding
Current Stage
Public CompanyTotal Funding
$13.07B2025-05-30Post Ipo Debt· $5B
2025-03-03Post Ipo Debt· $1.25B
2024-03-11Post Ipo Debt· $2.25B
Leadership Team
Jim Rechtin
CEO and President
Colin Drylie
Senior Vice President, Experience Transformation
Recent News
2026-01-14
2026-01-13
2026-01-09
Company data provided by crunchbase