Director Technology Service Excellence

JOB REQUIREMENTS: Description Medica is a nonprofit health plan withmore than a million members that serves communities in Minnesota,Nebraska, Wisconsin, Missouri, and beyond. We deliver personalizedhealth care experiences and partner closely with providers to ensuremembers are genuinely cared for. We're a team that owns our work withaccountability, makes data-driven decisions, embraces continuouslearning, and celebrates collaboration - because success is a teamsport. It's our mission to be there in the moments that matter most forour members and employees. Join us in creating a community of connectedcare, where coordinated, quality service is the norm and every memberfeels valued. The Director of Tech Service Excellence leads operationalsupport functions including ServiceDesk, Level 1 & 2 operations,monitoring, and performance engineering. This role oversees workflowmanagement and data exchange between partners and business units,ensuring secure and accurate documentation. Additional responsibilitiesinclude managing Service Management operations-covering incident,problem, request, change, and resource tracking-and overseeing AssetManagement and End User Computing. The Director collaborates acrossbusiness lines and executive leadership to define support standards andalign with strategic initiatives. The role also manages vendorrelationships and drives departmental strategy to enhance customersatisfaction. Strong leadership, communication, and problem-solvingskills are essential, especially in high-pressure situations. Performsother duties as assigned. Key Accountabilities Management and LeadershipThese responsibilities involve oversight of teams, platforms, andvendors, ensuring operational excellence and continuous improvement:ServiceNow Platform Leadership Service Desk & VIP Support End UserComputing & Asset Management Collaboration & Productivity Tools DataExchange & Integration Strategy and Organization Management Lead thedesign, implementation, and continuous improvement of ITIL-basedprocesses (e.g., Incident, Problem, Change, Request, Knowledge, andConfiguration Management). Ensure process compliance, efficiency, andalignment with business goals. Drive service maturity and performancethrough KPIs, SLAs, and customer satisfaction metrics. Lead the strategyfor end-user devices and desktop engineering. Ensure platformscalability and integration with enterprise systems. Customer ServiceManagement & Process Excellence Ensure high-quality, responsive supportfor all users. Provide tailored services for executive and VIP users.Drive service maturity and performance through customer satisfactionmetrics. Promote adoption and effective use of collaboration toolsacross the organization. Required Qualifications Bachelor's degree orequivalent experience in related field 10 years of... For full infofollow application link. Equal Opportunity Employer including Veteransand Disabled Individuals APPLICATION INSTRUCTIONS: ApplyOnline: ipc.us/t/EB62C87D04E54DDD

Created: 2025-09-29