Highmark Health is seeking a Director of ITSM Operations and Reporting to lead IT Service Management processes, including Incident and Problem Management, and drive automation initiatives. The ideal candidate should possess extensive experience in managing global teams within a complex enterprise environment and familiarity with Generative AI technologies
Job Summary
The Director - ITSM Operations and Reporting will lead and oversee core ITSM best practice process areas supporting all Highmark Platforms and Business Units.
This pivotal role is responsible for the strategic development, execution, and continuous improvement of Incident Management, Problem Management, and Change Enablement.
This role requires proven experience leveraging Generative AI and agentic AI technologies to automate and augment ITSM operations, accelerate insights through analytics, and improve service reliability and outcomes at enterprise scale.
Matching Summary
Match Score: 85
Highmark Health is seeking a Director of ITSM Operations and Reporting to lead IT Service Management processes, including Incident and Problem Management, and drive automation initiatives. The ideal candidate should possess extensive experience in managing global teams within a complex enterprise environment and familiarity with Generative AI technologies.
Skills & Requirements
Must-have
ITSM strategy and roadmap
Incident Management
Problem Management
Change Enablement
ITSM Reporting Center of Excellence
Robotic Process Automation (RPA)
Generative AI and agentic AI
Nice-to-have
continuous improvement outcomes
resource capacity and capability management
value-based outcomes
global teams
complex enterprise environment
Key Requirements
7 years in technology services
5 years in a management role
10+ years of progressive experience in ITSM roles
7+ years of experience in a leadership or management position
Proven experience leading and managing global teams
ITIL 4 Managing Professional (MP) or Strategic Leader (SL) designation
Project Management Professional (PMP) certification