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.
offers a competitive benefits and compensation package. is an Equal Opportunity Employer (EOE) M/F/D/V
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