New

Managing Director, End User Services

Blue Cross Blue Shield Association
vision insurance, 401(k)
United States, Illinois, Chicago
May 02, 2025
The hiring range for this role is: 147,190.00 - 206,425.00 This is the lowest to highest salary we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the hiring range and this hiring range may also be modified in the future. A candidate's position within the hiring range may be based on several factors including, but not limited to, specific competencies, relevant education, qualifications, certifications, relevant experience, skills, seniority, performance, shift, travel requirements, and business or organizational needs.This job is also eligible for annual bonus incentive pay. We offer a comprehensive package of benefits including paid time off, 11 holidays, medical/dental/vision insurance, generous 401(k) matching, lifestyle spending account and many other benefits to eligible employees. Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law. Job Description Summary: This role leads the service management team, overseeing end user support and executive support. It provides strategic direction for all service management activities, driving improvements to enhance user satisfaction and optimize service management practices, tools, and platforms. Responsibilities include managing agreements with Managed Services vendors, ensuring SLA compliance, and acting as the IT Service Management tool product owner. This role is also responsible for hiring, training, and developing staff, fostering an inclusive and innovative work environment. Responsibilities include but are not limited to: Develop and implement the strategic vision for End User Services and Executive Support, lead and mentor the IT team, and align technology initiatives with organizational goals. Oversee end user support services, ensure timely resolution of incidents and service requests, and manage service level agreements (SLAs) and key performance indicators (KPIs). Additionally, ensure the highest standards of quality and professionalism when collaborating with executive leadership. Manage the lifecycle of end user technologies, recommend new technologies to enhance user experience, and ensure compliance with security policies. Develop and manage the budget for End User Services and optimize resource allocation to meet service demands. Lead the development and building of solutions to drive growth and spur enhanced capabilities. Champion innovation and continuous improvement. Build and maintain relationships with key stakeholders and communicate effectively to understand their needs and ensure service alignment. Required Education, Certifications and Experience: Education Bachelors Degree Masters Degree (preferred) Certifications Information Systems & Technology\ITIL Foundations v3 Information Systems & Technology\ITILCO - ITIL Configuration Management Experience A minimum of 10 years of relevant work experience in information technology (IT) with 10 years of experience in management of enterprise IT functions. Additionally, 10 years of experience as Service Now IT Service Managment product owner. Skills Strong knowledge of business environment, system architecture, and end user technology. Ability to develop and maintain business relationships and provide value-added services. Excellent problem-solving, leadership, and communication skills. People Management Yes #LI_HYBRID