IT Managed Services Operations Manager

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

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. If you thrive in a structured, fast-paced environment and enjoy working at the intersection of technology, operations, and vendor management—this role is for you.

• 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.

• 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 Quick Base, Excel, and PowerPoint. Able to manage sensitive information with discretion.
• 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.

• 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 Quick Base, 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 Service Now 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…