Lead Director Systems Support

Job DescriptionThe successful candidate will lead the Enterprise wide IT Change and Release Management functions, The Lead Director is responsible for overseeing the coordination of all technology-related release and change activities, and supporting environment integrity through incident management best practices. This leader will interact with all levels of the IT organization to drive accountability of all teams involved as well as simplify and automate processes to make it easier for IT partners to use.Primary Responsibilities include: Define and Implement Transformational strategy for Release and Change Management aligned with software lifecycle and Agile processes Drive Release and Change Quality, Simplification and Automation Benchmark industry-leading measures Oversee the Development and Delivery of integrated implementation strategy and plan for Enterprise Maintenance releases Ensure standard ITIL best practice methods and procedures are used to review and manage all technology changes including application, database, infrastructure, and networking Oversee the partnership with IT teams and Business teams on defect remediation and continuous improvement initiatives initiated from standard Incident & Problem Management Process and/or initiated from Lessons Learned/Post Mortems related to critical business periods for the enterprise. Collaborate with Problem Management to review, analyze, and provide solutions Collaborate with IT Capacity and Modeling Teams to review and identify potential risks to stability or performance Collaborate with IT Development Teams and Shared Services Teams to ensure stability and performance of key applications and systems Manage a team of Managers and Analysts Release, Change, Incident Management expertise Service Management and ITIL Experience Strong driver for innovation Process Improvement expertise Strong Customer Service mindset Highly flexible with ability to quickly adapt Release/Change/Incident processes to changing business objectives Forward thinker with ability to execute/drive implementations Excellent negotiation, relationship, and interpersonal skills Strong ability to communicate with IT users and business leaders to understand requirements, expectations, and value measures Advanced knowledge of software development lifecycle Organizational management experience Senior Executive interaction experience Highly motivated, positive, detailed oriented and responsibleRequired Qualifications 10+ years IT professional experience as well as experience with Creation of Processes & Procedures 7+ years in a senior leadership role, leading multiple complex teamsCOVID RequirementsCOVID-19 Vaccination RequirementCVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.Preferred Qualifications Master's/MBA degree ITIL Certified Experience with ServiceNowEducation Bachelor's degree in Information Technology or equivalent combination of education and experienceBusiness OverviewBring your heart to CVS HealthEvery one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Created: 2025-09-06