Key skills
ServiceNowAIAnalyticsLeadershipCommunication
About this role
Role Overview
- lead the strategy, design, governance, and maturity of Humana's enterprise Incident Management capabilities
- lead the Incident Management practice end to end including standards, tooling, metrics, workforce capability, and continuous improvement
- establish a clear vision, operating model, and roadmap for enterprise adoption
- define practice standards, policies, strategies and governance models
- develop a multi-year practice maturity roadmap
- lead the ServiceNow Incident Management Practice and guide ServiceNow maturity through automation, AI‑driven insights, self‑healing workflows, and advanced reporting
- govern incident priority models, escalation frameworks, and executive communication standards
- champion the integration of AI and AIOps capabilities into the Incident Management Practice
- ensure understanding of ITIL and organizational risk, compliance, and audit requirements
- lead governance forums and Incident Practice meetings
Requirements
- 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.
Tech Stack
- ServiceNow
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
- many other opportunities