Director, IT Operations – Multiple Locations

Description:

UnitedHealth Group is working to create the health care system of tomorrow.  As a Fortune 17 company, we are totally focused on innovation and change.  Through our family of businesses and a diligent workforce, UHC is building a high-performance health care system that works better for more people in more ways than ever. With new processes also come new technologies, many of which are new to UnitedHealthcare. Polaris is the multi-year initiative and program responsible for building the future process and technology landscape for UnitedHealthcare.

Director, UnitedHealth Care Polaris Operations

The Polaris vision is to establish a sophisticated business platform that is flexible and easy to change, that services customers with ease and accuracy, that processes transactions flawlessly, that mitigates the risks associated with acquisition integration and enables business innovation at the speed of business adoption.

This position will be accountable for ensuring all technologies supporting Polaris are technically able to meet the challenges of managing the health care benefits business operations for the nation's largest health insurer for the next decade.

In this exciting and challenging role within the Office of the CIO organization, you will have responsibility for leading and coordinating the technology activities within UnitedHealthcare's multi-year Polaris Program, accountable for ensuring appropriate, yet innovative technologies and operational processes are evaluated and adopted to support the Polaris business and IT goals of improving efficiency, effectiveness, and quality of business solutions supporting UnitedHealthcare. This role will accountable for building and implementing valuable operational models designed to drive future meaningful business value, in partnership with the Office of CIO organizations within UnitedHealthcare and the IS and SSS teams within UHG IT.

This position will preferably be located in our Minnetonka, MN Offices.  We will also consider someone in our Hartford, CT offices or a Telecommuter.

Responsibilities:

• Provide subject matter expertise covering processes, technology, organization and support teams to UnitedHealthcare business and IT leadership


• Understand the strategic direction of the business and related IT platforms within Polaris and provide input into how those strategies are supported by current and future Polaris technologies


• Establish and maintain strong relationships with all Polaris process owners and business partners


• Establish, leverage and maintain strong relationships with all IT infrastructure and operations organizations necessary to support all Polaris technology environments


• In partnership with the Office of the CIO, establish and implement a new PLM approach, including business transaction monitoring and robust  IT operations requirements driven from business requirements within Polaris


• Act as the IT IS escalation point on all IS issues relative to Polaris


• Develop an in-depth understanding of the Polaris systems topography and services consumed by the workforce utilizing Polaris technologies


• Ensure appropriate technical documentation of the Polaris systems topography is created and maintained


• Understand and ensure BCP plans are established and rationalize appropriateness with technology to ensure plans are valid


• Work with the Polaris architecture team to ensure Polaris technologies are based on business value and need, including revenue opportunities


• Establish and implement processes that define, monitor, report, and trend IT failures related to all Polaris technologies


• Establish and implement processes that operationalize routine system health checks and ensure processes supporting monitoring, PLM, support artifacts, HA, DR are in place, tested, and maintained


• Identify expectation/performance gaps within the evolving Polaris technology architecture as understood by UnitedHealthcare leadership and work with the architecture and IS teams to ensure identified gaps are addressed


• Establish and implement processes to communicate systems health to UnitedHealthcare business leadership and key IT constituents in a timely fashion, establishing new practices as needed


• Actively engage with internal and external IT providers to ensure services and products developed are delivered to meet or exceed business expectations


• Ensure application / services cost run rates are aligned with and meet Polaris and UnitedHealthcare expectations


• Responsible for creating and implementing IT performance measurements including Leading Key Performance Indicators (LKPIs), Service Level Agreements (SLAs), and Operational Level Agreements (OLAs) related to all Polaris technologies


• Rationalize and challenge non-Polaris IT Capital project plans and spend related to potential Polaris capabilities to ensure focus on strategic systems


• Regularly seek opportunities to capitalize on existing enterprise functions as appropriate


• Work with Information Risk Management to ensure Polaris business and IT awareness of IRM programs and policies, minimizing the introduction of vulnerabilities and reducing security exceptions


• Work with Audit and Compliance in support of successful SOX / SAS70 audits and the Entitlement review process 


• Develop an in-depth understanding of all locations where Polaris systems and services are consumed and any unique attributes associated with those locations and the workforces therein


• Work closely with other leaders within the office of the CIO to establish, communicate, and implement the Polaris strategic capabilities and ensure alignment with office of the CIO expectations

Success factors:

• Extensive knowledge of operational best practices relative to large corporations


• Polished written and verbal communications skills


• High technical acumen and ability to effectively translate into understandable terms


• Proven experience in significant problem solving


• Assertive and confident


• Action and results oriented


• Proven experience as a change agent 


• Proven ability to solve conflicts diplomatically in a win-win fashion

Come to UnitedHealth Group, and share your ideas and your passion for doing more. We have roles that will fit your skills and knowledge. We have diverse opportunities that will fit your dreams.

Required Qualifications:

• Relevant Bachelor's degree or experience equivalent


• 10 years or more in IT, with exposure to multiple areas in development, infrastructure and operational support in a large enterprise environment


• 5 years or more leadership experience in IT in a large enterprise environment


• Senior level management interface and presentations


• Creation of comprehensive measurement dashboards


• Experience with IT best practice/ITIL, with certification desired


• Experience creating IT Performance measurements including: Leading Key Performance Indicators (LKPIs), Service Level Agreements (SLAs), and Operational Level Agreements (OLAs)

Preferred Qualifications:

• ITIL certification


• Healthcare management experience


• Healthcare claims systems


• Call Center systems


• Project Management


• Business Analysis


• Customer Relationship Management (CRM)


• Big 4 and/or Professional Services consulting


• Graduate Degree

Careers with UnitedHealthcare. Let's talk about opportunity. Start with a Fortune 14 organization that's serving more than 85 million people already and building the industry's singular reputation for bold ideas and impeccable execution. Now, add your energy, your passion for excellence, your near-obsession with driving change for the better. Get the picture? UnitedHealthcare is serving employers and individuals, states and communities, military families and veterans where ever they're found across the globe. We bring them the resources of an industry leader and a commitment to improve their lives that's second to none. This is no small opportunity. It's where you can do your life's best work.(sm)

Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

Job Keywords: CRM, Director, Project Manage, ITIL, Leadership, communications, Minnetonka, Hartford, Telecommute, work from home, development, infrastructure, operations, support, Leading Key Performance Indicators, LKPI, Service Level Agreements, SLAs, Operational Level Agreements OLA, dashboard