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The Director, Problem, Incident and Event Management drives technical support teams to recover services during periods of service disruption or outages to key technology platforms/applications. The Director, Problem, Incident and Event Management requires an in-depth understanding of how organization capabilities interrelate across the function or segment.

Key Responsibilities

_Operational Excellence_

+ 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.

_Strategic Leadership_

+ 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.

_Supplier and Financial Management_

+ 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.

_People Leadership and Development_

+ 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.

_Experience and Continuous Improvement_

+ 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.

_Policy & Process Development_

+ 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.

Use your skills to make an impact

Required Qualifications

+ 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 Qualifications

+ 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

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Additional Information

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:

At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.

Satellite, cellular and microwave connection can be used only if approved by leadership.

Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.

Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.

Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$156,600 - $215,400 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides 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 and many other opportunities.

Application Deadline: 01-21-2026

About us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

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Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.