Practice Group Manager overseeing support and operations in mental healthcare offices across Georgia. Ensuring clinical and financial objectives are met while cultivating team performance.
About the role
- Manager, IT Service overseeing application and data support operations. Leading incident management and team collaboration at Centene, a healthcare technology organization.
Responsibilities
- Provides leadership and direction in planning, developing, and maintaining AcariaHealth’s application and data support operations
- Oversees the management of incident, problem, and service request processes within ServiceNow to ensure timely resolution, transparency, and communication with business stakeholders
- Partners closely with product, development, and operations teams to maintain stability, improve efficiency, and align with enterprise ITSM standards and Centene’s strategic objectives
- Develops strategy and plan for the implementation and development of policies and procedures to ensure consistently high levels of quality and availability
- Develops and maintains monthly service performance scorecards to measure trends, SLA compliance, and continuous improvement opportunities
- Oversees daily support operations for application and data-related issues, ensuring proactive monitoring, escalation management, and stakeholder communication
- Oversees operational activities per standard operating procedures such as batch processing, backup/recovery jobs, system health checks, system reboots, user account management, system patching, etc.
- Partners with development and release teams to ensure operational readiness for new system launches and enhancements, and drives knowledge-sharing and documentation improvements within the team
- Oversees enterprise event management tools and their respective maintenance, configuration, integration, and strategies
- Manages the hiring and training of new and existing staff, conduct performance reviews, provide leadership, technical guidance and coaching to IT Service team members
- Develops and communicates organizational objectives; inspires and motivates team members to achieve results
Requirements
- Requires a Bachelor's degree and 5+ years of related experience
- Experience leading application or data support operations, preferably in a healthcare or pharmacy services environment
- Proficiency with ServiceNow (or comparable ITSM platforms) for managing incidents, problems, and service requests
- Working knowledge of SQL, data validation, and reporting tools (Excel, Power BI, etc.) for support analytics and performance tracking
- Understanding of application environments, interfaces, and data workflows across enterprise systems
- Experience with Windows Server, Active directory, UNIX/Linux, Data Domain Storage, NetBackup and their uses in application hosting architecture
- Familiarity with current networking systems and ITIL framework and practices
Benefits
- competitive pay
- health insurance
- 401K and stock purchase plans
- tuition reimbursement
- paid time off plus holidays
- flexible approach to work with remote, hybrid, field or office work schedules
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