• IT Service Manager (Cloud Service Management)

    Location US-IA-Des Moines
    Job ID
    Information Technology
    Requires Non-Compete?
  • Job Summary

    About the Career: In this role, you’ll be providing technical and non-technical IT Service Management leadership. Key responsibilities include influencing cross functional teams across the enterprise in the ITSM governance, process auditing, and day-to-day execution of change management of Technology services leveraging best practice ITIL framework. 


    Ideal candidate: Wellmark’s ideal candidate will have their ITIL certification with the ability to leverage advanced experience and capabilities in ITSM, exceptional written/verbal communication skills, a customer-first orientation, and advanced fluency in data-driven analysis to drive sound business decisions. If driving processes and innovative change in a sophisticated IT environment excites you,  Apply today!


    Why Wellmark Technology? At a time when technology is creating new business models, disrupting industries and creating valuable experiences for consumers, our role as technology team members must elevate an organization through innovative transformation, modernized technology and delivery of new business strategies, including an aim to continuously evolve and enhance the customer experience. At Wellmark, our technology transformation program is called ASCEND and is led by our empowered technology leaders and team members. Together, we are leaning into the future, owning the outcome and working together to transform how we work and what innovative solutions we deliver.


    Wellmark has been named one of the best employers in the U.S. by Forbes Magazine, ranking #3 out of the top 500 midsize employers in the nation and 1st among midsize insurance companies!

    Minimum Qualifications Required (all must be met to be considered)


    • Bachelor's Degree or four years of equivalent experience.
    • 7 + years experience in computer applications development and/or system analyst position. 
    • Experience participating in ITIL Service Lifecycle activities including change, incident, problem, event, release and deployment, maintenance, availability and/or impact analysis. 
    • Experience in various Information Technology platforms (Client Server, Data Warehouse, Internet/Intranet, Electronic Commerce, etc) and how each fits within and/or complements the enterprise architecture.
    • Demonstrated process management/improvement, project management, change management and analytical skills.   
    • Experience in systems development life cycles and project methodologies.
    • Knowledge and understanding of IT infrastructure and ability to think strategically.
    • Ability to coach and mentor teammates.
    • Demonstrated understanding of infrastructure issues, including both business and information systems.
    • Ability to communication technical concepts to a variety of audiences.  

    Hiring Specifications Preferred

    • ITIL v3 Foundations, intermediate certifications strongly preferred or Green Belt/Six Sigma.
    • Experience with varying project management methodologies including waterfall, iterative and agile.

    Job Accountabilities

    a. Provide technical leadership and guidance to ensure that process is executed appropriately at each described step, ensuring that appropriate inputs/outputs are being produced and guiding staff through the process as necessary.

    b. Ensure that any process changes are in compliance with any and all corporate and Technology policies.

    c. Gather process requirements and translate them into process documentation, including but not limited to workflow diagrams, swim lanes, roles and responsibilities expectations, CSFs/KPIs, RACI diagrams etc.

    d. Work collaboratively with crossfunctional Technology and business teams and perform well within a team environment.

    e. Understand the corporate culture and organizational structure and gain consensus agreement with stakeholders.

    f. Continually improve processes, promote and represent process to Technology leadership, business leadership and across Technology to ensure that the processes are meeting business needs and manage any changes that need to be made.

    g. Report metrics and provide analysis based on trends and data of service operations functions to leadership and stakeholders to improve performance and eliminate errors.

    h. Participate in Service Lifecycle activities such as change, incident, problem, event, release and deployment, maintenance, availability and impact analysis.

    i. Serve as single point of contact for technical issues and responsible for the coordination of the teams for root cause analysis, identification of known error and/or actions to resolve the error.

    j. Collaborate with and other Technology areas e.g. management, technical service delivery, infrastructure management and infrastructure operations to facilitate change and enable Portfolio, Service Level and Infrastructure functions and processes.

    k. Other duties as assigned.


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