JOB DESCRIPTION Job Summary
Leads and directs team responsible for enterprise infrastructure and information
technology (IT) operations. Responsible for delivering reliable,
high‑performing technology services across infrastructure, data, and operational
support functions. Ensures service quality and performance by monitoring
operational health, analyzing trends, and maintaining alignment with established
service level agreements (SLAs) and organizational expectations. Partners with
business leaders and stakeholders to define, evaluate, and communicate IT
performance across systems, applications, services, and project portfolios.
Drives process, service, and operational improvements to enhance efficiency,
reliability, and customer experience. Builds strong business relationships to
set expectations, proactively identify risks, and resolve issues with
appropriate priority and visibility. Provides strategic oversight, guidance,
and leadership to ensure IT services meet evolving business needs and support
enterprise goals.
Essential Job Duties
• Oversees team responsible for translating business needs into IT work product
and project requests; assimilates and documents business needs, project requests
and benefit value documentation including high level IT requirements, compliance
implications and cost/benefit analysis.
• Partners with IT leadership and IT project managers on key initiatives to
identify dependencies/issue escalation from business participants and project
management; ensures transition of projects into applicable tracking systems.
• Provides technical and process knowledge within IT across silos and business
partners to support consulting, problem resolution/facilitation and effective
intake and solutioning; coaches and recommended solutions for project
deliverables including business requirements document (BRD).
• Analyzes, reviews and measures information technology (IT)-related service
level performance against agreed upon service level agreements (SLAs) and
operating level agreements (OLAs) with service providers (internal and
external).
• Identifies opportunities to increase efficiency through continuous improvement
and process optimization with consideration to budget impacts.
• Participates in IT service development and reporting of service level
agreements (SLAs) to business stakeholders; champions IT service management
(ITSM) processes, provides training and support for process rollouts, monitors
processes, business feedback, and effective rollout of revised processes.
• Organizes complex IT project requests into manageable approaches, and advises
on project setup/structure based on proposed scope.
• Collaborates with corporate IT leadership on key business initiative delivery;
facilitates process improvements, manages SLAs, and deploys business
communications.
• Leverages knowledge of business processes, IT technologies and processes to
inform appropriate project triage; consults with the business/IT on project
scope, assumptions, development progress and estimation.
• Strategically informs standard business case development method outlined by IT
project team to support evaluation and prioritization.
• Drives down the cost of development and support while improving quality by
implementing standard processes (systems development lifecycle (SDLC),
architecture, project management, etc.).
• Recognizes, identifies and documents changes to IT services and supporting
processes and or opportunities for service delivery improvement; facilitates
groups for problem-solving and service improvement including
definition/documentation, and business workflow analysis.
• Develops effective processes, forums and tracking mechanisms to continuously
improve process through business feedback, proactive handling of business
complaints and facilitation of resolution.
• Develops and maintains a service delivery plan (SDP) for corporate functions
to include business strategies/needs with corresponding IT strategies/plans, IT
projects, IT performance measurements, customer satisfaction improvement plans
and other items as determined by IT senior leadership.
• Builds, manages and maintains effective business relationships with key
stakeholders across business domains and multiple corporate functions to support
IT service delivery.
• Collaborates closely with business partners and service providers to negotiate
and define service‑level requirements for new IT services and changes to
existing services.
• Collaborates with business and service providers to define proper metrics and
key performance indicators (KPIs) in evaluating service delivery quality and
performance levels.
• Generates and distributes regular reports on service performance, trends and
achievement to applicable stakeholders.
• Organizes and maintains the service level review process with the business and
service providers; initiates actions required to maintain or improve service
levels.
• Represents as a change agent to implement and manage quality improvement
processes in service delivery management.
• Monitors budgets and expenses within department and demonstrates
accountability for meeting financial goals.
• Provides recommendations and input into IT-related policies, procedures and
governance standards.
• Provides IT support and coordination to functions/departments to facilitate
timely issue resolution and service restoration
• Effectively manages business escalations within the IT organization by
ensuring appropriate accountability, sense of urgency, communication and
follow-through to closure.
• Develops and implements reports using repeatable processes to satisfy key
business stakeholders; supports continuous improvements of established reports
in production to ensure optimal performance.
• Maintains technical skills that can be utilized to solve complex IT problems.
• Hires, trains, mentors, and develops a high-performing team, and demonstrates
accountability for team performance and achievement of department-specific
goals.
Required Qualifications
• At least 8 years of information technology (IT) and systems experience,
including advanced experience with IT service level performance, or equivalent
combination of relevant education and experience.
• At least 3 years of management/leadership experience.
• Bachelor's degree in IT, computer science, statistics, business, health care,
engineering, etc.
• Advanced understanding of IT operations and major health care technology
applications that support business functions.
• Experience providing IT support in alignment with state Medicaid contract
service level agreement (SLA) requirements.
• Knowledge of emerging technologies required to support business needs and
project execution.
• Subject matter expertise/knowledge of managed care organization (MCO) contract
compliance requirements that impact IT services or processes.
• Knowledge of health care payer processes/industry/trends.
• Understanding of business management, operations, and strategy.
• Understanding of key functions, application accountabilities and services
performed by each area including knowledge of PMO, architecture and service
methodologies (current or developing), and ability to train the business on
applicable services, processes and technologies.
• Experience in strategic planning, project scoping and planning and
background/experience in project management and use of project management tools.
• Strong data-analysis and critical-thinking skills.
• Experience summarizing data and creation and delivery of leadership
presentations.
• Analytical ability to identify issues, solve problems and develop/facilitate
solutions; includes alternative analysis and cost/benefit analysis/project value
realization.
• Experience facilitating change management and process improvement initiatives.
• Strong organizational and time-management skills, and excellent
follow-through.
• Ability to collaborate cross-functionally in a highly matrixed organization,
and influence stakeholders on scalable solutions.
• Excellent verbal, written, and interpersonal communication skills.
• Proficiency with the Microsoft technology stack (including advanced Excel) and
working knowledge of SQL.
Preferred Qualifications
• Six Sigma black belt.
• Project Management Professional (PMP) certification.
• Information Technology Infrastructure Library (ITIL) certification.
• Understanding of health care industry regulations and compliance requirements,
including those impacting Medicaid, MCO operations, and IT service delivery.
To all current Molina employees: If you are interested in applying for this
position, please apply through the Internal Job Board.
Molina Healthcare offers a competitive benefits and compensation package. Molina
Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V