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Join Our Team: Do Meaningful Work and Improve People’s Lives

Our purpose, to improve customers’ lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare.

To better serve our customers, we’re creating a culture that promotes employee growth, collaborative innovation, and inspired leadership. We are committed to creating an environment where employees can do their best work and where best-in-class talent comes, stays, and thrives! As a result of these efforts we are proud to share that Forbes ranked Premera among America’s 2023 Best Midsize Employers (https://www.forbes.com/lists/best-midsize-employers/?sh=58210f5e210f) and America's 2023 Best Employers By State (https://www.forbes.com/lists/best-employers-by-state/?sh=21c7c3d1983b) .

Learn how Premera supports our members, customers and the communities that we serve through our Healthsource blog: https://healthsource.premera.com .

As the Manager, IT Service Management , you will lead a team of IT Service Managers focused on making IT services valuable, observable and operate with reliability. You will own and mature Live Site Culture and practice with a dedicated focus on Service Improvement Plans and the customer and user experience. You will lead the management of end-to-end IT service health, identify critical service offerings, and drive end-to-end improvement. Your impact will include reducing our hardware and software spend while continuing to drive reduction in incident volume and time to restore.

This is a hybrid position with weekly onsite days required at our Mountlake Terrace, WA campus.

What you’ll do:

• Manage the IT Service Management strategy; develop plans, organizational change management, and align leaders across the company to improve the Return on Investment of IT Services and ITSM platforms (eg ServiceNow)

• Lead team of IT Service Managers, mentor and coach team to enhance their skills and performance

• Develop, Manage and contribute to Vendor Contract Negotiations with a focus on ITIL (IT Information Library) Metrics and Service Level Agreements (SLAs) with data driven decision making

• Continuous monitoring of Premera IT Service Health Metrics and regularly report to Executive Leadership in regular Service Health Events and on an as needed basis

• Maintain High Profile Customer Performance Guarantee metric/results and Continuous Improvement. Identify and track Service Improvement Plans to meet or mitigate Performance Guarantees

• In Partnership with Product Management, contribute to the ServiceNow roadmap by supporting functional and non-functional requirements, adoption of new modules and maturity of existing modules (ITSM, ITOM, ITAM, APM, SPM, Demand Management, etc)

• Own, Facilitate and Continuously Improve Service Health Events such as Weekly Live Site reviews, Monthly Engineering Reviews and Quarterly Service Reviews

• Ensure compliance of IT Controls surrounding ITIL policies and security including Asset Inventory (HAM/SAM/CMDB)

• Create, Develop, mature and own ITIL Policies and Standard work including but not limited to CMDB (Configuration Management Database), Incident, Problem, Change, Service Catalog, Application Availability and Performance

• Measure and regularly report on Vendor Performance Management. Coach and train vendors of Premera Standard work and Service Level Agreements

• Maintain the Configuration Management Database (CMDB) compliance, completeness and Correctness including Asset Inventory and Version management

• Participate in Major Incident Technical Bridges for identification, prioritization and resolution. Own and maintain Post Incident Review processes and policies

• Own and maintain Policies and ensure audit compliance.

• Perform other duties as assigned.

    What you’ll bring:

• Bachelor's Degree in Computer Science or related field or four (4) years’ experience in information technology ( Required)

• 6 years’ experience in information technology, application development, system administration/engineering, or systems development which includes previous program or team leadership experience (Required)

• Experience implementing and maturing ServiceNow Modules such as ITSM, IT Asset management (ITAM), IT Operations Management (ITOM), Event Management, CMDB and Common Service Data Model (CSDM) (Strongly Preferred)

• Data Driven with demonstrated ability to create, measure and report on metrics across the Division in both detailed and executive level summaries

• Knowledge of Azure/AWS/GCP (Azure preferred)

• 3+ years managing end-to-end IT services delivery and operations

• Third-party vendor management experience

What we offer

• Medical, vision and dental coverage

• Life and disability insurance

• Retirement programs (401K employer match and pension plan)

• Wellness incentives, onsite services, a discount program and more

• Tuition assistance for undergraduate and graduate degrees

• Generous Paid Time Off to reenergize

• Free parking

Equal employment opportunity/affirmative action:

Premera is an equal opportunity/affirmative action employer. Premera seeks to attract and retain the most qualified individuals without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender or gender identity, sexual orientation, genetic information or any other protected characteristic under applicable law.

If you need an accommodation to apply online for positions at Premera, please contact Premera Human Resources via email at careers@premera.com or via phone at 425-918-4785.

Premera is hiring in the following states, with some limitations based on role or city: Alaska, Arizona, Arkansas, California, Colorado, Florida, Georgia, Idaho, Iowa, Kansas, Kentucky, Maine, Michigan, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Mexico, North Carolina, Oklahoma, Oregon, South Carolina, South Dakota, Tennessee, Texas, Utah, Washington, Wisconsin .

The pay for this role will vary based on a range of factors including, but not limited to, a candidate’s geographic location, market conditions, and specific skills and experience.

National Salary Range:

$112,900.00 - $191,900.00

National Plus Salary Range:

$128,700.00 - $218,800.00

*National Plus salary range is used in higher cost of labor markets including Western Washington and Alaska .

At Premera, we make healthcare work better. By focusing on improving our customers’ experience purposefully and serving their needs passionately, we make the process easier, less costly, and more positive. Through empathy and advocacy, we change lives.

As the leading health plan in the Pacific Northwest, we provide comprehensive health benefits and services to more than 2 million customers, from individuals to Fortune 100 companies. Our services include innovative programs focused on health management, wellness, prevention, and patient safety. We deliver these programs through health, life, vision, dental, disability, and other related products and services.

Premera Blue Cross is headquartered in Mountlake Terrace, WA, with operations in Spokane and Anchorage. The company has operated in Washington since 1933 and in Alaska since 1952. With more than 80 years of experience in the region, we deliver innovation, choice, and expertise.