IT Managed Services Operations Manager, CVS Health

CVS Health

Location:
United States, Hartford

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

66330.00 - 145860.00 USD / Year

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Job Description:

Join our team as an IT Managed Services Operations Manager, where you'll serve as the Managed Services Statement of Work (SOW) Governance Manager for Aetna Technology Production Support. In this pivotal role, you'll help ensure the integrity and efficiency of our Application Production Support services by managing contract governance, auditing compliance, and supporting the full contract lifecycle. You'll collaborate with internal stakeholders and vendor partners to maintain high standards of service delivery, mitigate risks, and ensure alignment with governance controls.

Job Responsibility:

Contract and operations audits: Conduct regular audits to ensure vendor adherence to operational standards, processes, and reporting requirements, address any gaps, and recommend mitigation strategies for potential contract-related risks
Governance support: Prepare materials for governance reviews with vendors and participate in regular governance meetings, ensure any issues are addressed effectively, and ensure stakeholder compliance with governance processes
Contract support: Manage change request process ensuring effective and timely completion of changes
monitor vendor allocation consumption and ensure accurate reporting
support preparation of amendments
Cross-functional collaboration: Serve as a liaison between Aetna Technology and vendor Managed Services resources
Respond to internal inquiries and help resolve service-related issues
Records and data management: Maintain an organized and centralized repository of governance records ensuring accuracy and accessibility
Continuous improvement: Identify opportunities to streamline contract management governance and operational workflows
Collaborate with vendors to enhance scope estimation processes
Communication and logistical support: Manage Network and Email Groups
ensure compliance with security and governance standards and support optimal vendor resource alignment

Requirements:

5+ years of production support experience or related support role in technology preferably for a major Healthcare company
3+ years of experience in contract administration or related role
3+ years of data analysis and reporting using tools like QuickBase, Excel, and PowerPoint
2+ years experience validating compliance with contract terms and operational processes
2+ years experience with process auditing, documentation, and coordination
5+ years experience and proficiency with Microsoft Office Suite and SharePoint
Bachelor's degree or equivalent experience (HS diploma + 4 years relevant experience)

Nice to have:

Adept at understanding terms of the Statement of Work and articulating contract terms in a manner that is easily understood
Experience drafting and reviewing contract documents to ensure all necessary clauses and details are included and unambiguous
Familiarity with Managed Services operating models within an Information Technology Production Support healthcare organization
1-5 years of experience building applications in QuickBase, with an emphasis on automation and pipelines
Commitment to maintaining confidentiality and integrity
Strong interpersonal and emotional intelligence skills
Proactive approach to learning and professional development
Familiarity with ServiceNow APM and basic contract lifecycle management
Detail-oriented, organized, and adaptable
Able to manage multiple priorities and build strong relationships in a collaborative, fast-paced environment
Relevant certifications (e.g., ITIL, PMP, Six Sigma, CCMA, GRCP) are desirable

What we offer:

Affordable medical plan options
401(k) plan with matching company contributions
Employee stock purchase plan
No-cost wellness screenings
Tobacco cessation and weight management programs
Confidential counseling and financial coaching
Paid time off
Flexible work schedules
Family leave
Dependent care resources
Colleague assistance programs
Tuition assistance
Retiree medical access

Additional Information:

Job Posted:
October 25, 2025

Expiration:
October 31, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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IT Managed Services Operations Manager