Lead Director of Service Delivery, CVS Health

CVS Health

Location:
United States, Trenton

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

100000.00 - 231540.00 USD / Year

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Job Description:

We are seeking a strategic and results-driven Lead Director of Service Delivery to accelerate the maturity and performance of our IT Services organization. In this role, you will lead the governance and implementation strategy of critical delivery platforms, provide structure and input to annual and ongoing planning cycles, drive cross-functional change initiatives that optimize execution, enhance service delivery, and support innovation such as AI-driven automation. You will serve as a key strategic partner to IT and business leadership, influencing how work is prioritized, executed, and optimized across the organization.

Job Responsibility:

Own the Jira and Jira Align platform strategy, governance, and ensuring the Atlassian tools are optimized to support portfolio management, execution transparency, and delivery excellence
Chair and evolve the Jira Governance Group, driving alignment across technical, service, and business teams
Champion adoption of best practices in project and service delivery tooling, balancing flexibility with operational consistency
Assist in the creation and maintenance of the IT Services roadmap, ensuring strategic priorities are translated into actionable, measurable execution plans
Partner closely with senior technical leaders, service owners, and program managers to align cross-team initiatives, manage dependencies, and forecast delivery capacity
Lead strategic change initiatives focused on streamlining service delivery processes, improving operational efficiency, and driving scalable execution frameworks
Act as a change agent for transformation efforts, building coalitions across departments, influencing without authority, and ensuring successful adoption of new processes and practices
Explore and implement AI agents and automation tools to enhance service management, project execution, and knowledge management
Lead pilots and proof-of-concept initiatives for emerging technologies, continuously scanning for innovation opportunities that improve the IT Services operating model
Serve as a trusted advisor to any necessary stakeholders, through executive leadership level, on matters related to tooling strategy, service delivery optimization, and change readiness
Lead with influence across a matrixed environment, aligning diverse stakeholder groups toward common goals and driving execution without direct authority
Provide thought leadership on best practices for scaling service and program management in a dynamic, rapidly evolving IT landscape.

Requirements:

10+ years of experience in program management, service delivery leadership, or enterprise tooling governance roles, with at least 3+ years at a manager or director level
Deep expertise in Jira platform administration and governance
familiarity with Jira Align or similar portfolio management tools
Demonstrated success implementing ongoing planning or large-scale portfolio management practices across technology organizations
Proven experience leading process transformation, change management, and enterprise adoption efforts
Experience managing AI tool implementations, digital automation projects, or emerging technology pilots
Strong executive communication skills, with a demonstrated ability to build trusted relationships across all levels of an organization
Highly strategic thinker who can operate at both executive and tactical levels as needed.

Nice to have:

Certifications in Agile Scaling Frameworks (SAFe SPC, Scrum@Scale, etc.), Jira Administration, or other applicable certifications
Experience in ITSM/ITIL environments and familiarity with service management systems (e.g., Service Now) and best practices
Direct experience integrating AI agents or automation into service delivery or project execution processes.

What we offer:

Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

Additional Information:

Job Posted:
June 01, 2025

Expiration:
August 11, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Lead Director of Service Delivery