IT Service Manager - Cigna Healthcare

About Cigna Healthcare Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries, we serve more than 180 million customers and patients worldwide. Ranked 13th on the Fortune 500 in 2025, Cigna is recognized as one of the most trusted and influential names in the industry. Our mission is to improve the health, well-being, and peace of mind of those we serve. You'll join a globally recognized organization where trust, clear communication, and a positive culture shape how we work. Our leaders are consistent, approachable, and supportive, helping you maintain balance while doing meaningful work. We look for people who thrive in collaborative environments, care about meaningful change, and want to grow in a company that puts people first. At Cigna Healthcare, your work contributes to better care experiences and supports customers through important moments in their lives.

As the Head of Service Management & Operational Readiness, you will lead the International Health (IH) Technology Service Management function supporting the Production Support operating model. You will be accountable for embedding consistent service management practices across operational readiness, service performance, problem management, and change enablement. You will lead a specialist team and work closely with technology and business stakeholders to ensure new and changed services transition into support with the appropriate ownership, governance, documentation, monitoring, and operational controls in place. Success in this role requires balancing governance discipline with practical delivery and sustainable operational outcomes.

Lead the IH Service Management function and establish governance, standards, priorities, and operating routines that support the Production Support model. Manage and develop a team responsible for Service Performance, Problem Management, and Change Enablement, providing coaching, prioritization, and performance leadership. Define and maintain operational readiness standards, ensuring services transition into production support only when ownership, documentation, monitoring, support processes, and controls are established. Partner with Application Support, Engineering, Infrastructure, Security, Compliance, and business stakeholders to coordinate service readiness and operational improvements. Lead service management reviews and use performance, problem, and change insights to drive continuous improvement and address recurring issues. Escalate operational risks, ownership gaps, and readiness concerns to the appropriate accountable stakeholders. Maintain a service management improvement roadmap and ensure governance remains outcome-focused, scalable, and aligned to enterprise standards.

Significant experience leading IT Service Management, service operations, production support governance, or operational readiness functions. Experience managing specialist teams, setting objectives, developing capability, and balancing competing priorities. Experience defining service onboarding standards, readiness criteria, support models, runbooks, and transition controls. Strong practical understanding of ITIL-aligned practices, including Incident, Request, Problem, Change, Service Transition, and Continual Improvement. Experience partnering with senior technology leaders, application owners, engineering teams, and business stakeholders. Ability to balance governance, risk management, and operational delivery in complex technology environments.

Soft Skills Leadership and people development Stakeholder management and influencing Communication and presentation skills Strategic thinking and decision-making Collaboration and relationship building Coaching and mentoring Continuous improvement mindset Technical / Functional Skills IT Service Management (ITSM) Operational readiness and service transition Service