Technology Operations Manager - Eden Prairie, MN

UnitedHealth Group is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)
 
This role is an engineering management role responsible for a small team of operations staff within the Technology Lab Services (TLS) function, primarily focused on the external-facing Optum Technology Center (OTC) lab. The role also has some hands-on engineering functions at the project leadership level and in support of the dedicated engineering teams.
 
Primary Responsibilities:

Manage a small team of support and operations specialists including hiring, termination, growth and performance planning
Measure and ensure adherence to SLAs
Measure and improve customer service approach
Build and manage relationships with key customer contacts
Coordinate and drive communication efforts and expectation setting with customers for all operational capabilities and delivery efforts, from onboarding to capabilities to incidents and outages
Communicate and present to senior management both within and external to IT
Evaluate, redesign and implement new cross-function operational processes
Be the primary point of contact for issue escalations and outage events
Assist with industry certification (e.g. ISO) items related to operational delivery
Be a key part of the TLS management team including future strategic vision and tactical planning as well as annual financial planning
Provide long-term vision for operational approach and innovation
Provide operational expertise input to Statements of Work and Service Level Agreements with customers
Oversee TLS team Operational Readiness compliance and plan
Collaborate with OTC Architecture and Engineering teams to ensure that designed solutions are supportable
Collaborate with TLS Business Ops team to ensure processes and policies are current and being followed by operations staff
Provide senior-level engineering expertise and work as assigned
Other duties as assigned

Required Qualifications:

Undergraduate degree or equivalent experience
Strong positive customer relationship focus
Strong written and verbal communication skills, including ability to present to and negotiate with senior management
Strong organizational skills
1+ years of experience using ServiceNow
2+ years of experience in user support
Preferred Qualifications:

Previous staff management experience
Incident escalation management experience
Security incident experience
Previous budgeting experience
Business continuity management experience
Engineering strength in one or more key technologies in use with the OTC data center (VMWare, Windows, Linux, EMC Storage, ServiceNow, Cisco, Palo Alto, and Globalscape)
Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.(sm)
 
 
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and 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: ServiceNow, user support, incident management, Eden Prairie, MN