Associate Director, Incident Management Practice

The Associate Director, Incident Management Practice (Service Offerings Management) leads the strategy, design, governance, and maturity of Humana's enterprise Incident Management capabilities in the Service Operations Organization. You will lead the Incident Management practice end to end, including standards, tooling, metrics, workforce capability, and continuous improvement, ensuring consistent, predictable, and scalable incident response across all technology domains. Incident Management Practice Leadership Lead the Incident Management Practice, establishing a clear vision, operating model, and roadmap for enterprise adoption. Define practice standards, policies, strategies, and governance models to ensure execution across teams. Be an authoritative owner for Incident Management capabilities, frameworks, and methodologies. Develop a multi-year practice maturity roadmap, aligned with Humana's priorities and digital transformation goals. Lead the ServiceNow Incident Management Practice and guide ServiceNow maturity through automation, AI‑driven insights, self‑healing workflows, and advanced reporting. Ensure vendors and suppliers align with enterprise Incident Management practice standards. Enterprise Incident & Major Incident Governance Govern incident priority models, escalation frameworks, and executive communication standards. Oversee Incident Management governance in partnership with the 6 Incident sub‑process owners and teams. Ensure reliable, repeatable execution of incident response practices across platforms and teams. AI Enablement & Intelligent Operations Champion the integration of AI and AIOps capabilities into the Incident Management Practice, increasing adoption of AI‑assisted detection, correlation, triage, prioritization, and root‑cause analysis. Partner with data, automation, and platform teams to shift from reactive to predictive and preventative incident management. Process Development & Governance Ensure understanding of ITIL and organizational risk, compliance, and audit requirements. Lead governance forums and Incident Practice meetings to manage policy adherence and continuous improvement. People, Capability & Community Leadership Lead a team of Incident Management Practice subject matter experts. Mature enterprise‑wide capability through training, coaching, and practice enablement. Lead the Incident Management community of practice to share knowledge, lessons learned, and innovations. Performance Metrics, Analytics & Insights Ensure enterprise KPIs and standard metrics for incident response, availability, and customer experience. Use analytics and AI insights to identify trends, systemic risks, and improvement opportunities. Deliver executive‑level dashboards, insights, and recommendations. Required Qualifications Bachelor's degree in computer science, information technology, engineering, or a related discipline. 10+ years of progressive IT experience within Service Management, Operations, or Reliability Engineering. 5+ years of leadership experience in IT. Expertise in Incident Management, Major Incident Management, and Service Desk Management in complex enterprises. Working knowledge of ITIL frameworks and service governance models. Demonstrated experience leading teams through transformation and operating model change. Experience using data, analytics, and automation to improve operational outcomes. Proven experience delivering clear, confident, and effective communication to senior leadership and key stakeholders. Strategic thinker with the ability to align operational practices to business and customer outcomes. Preferred Qualifications Advanced degree (MBA, MS) or relevant certifications such as ITIL Managing Professional, PMP, ServiceNow certifications, or SRE training. Hands‑on experience implementing AI‑enabled IT operations (AIOps), intelligent alerting, or predictive incident solutions. Experience serving as platform owner or executive sponsor for ServiceNow or similar enterprise ITSM platforms. Background in regulated, healthcare, financial services, or global enterprise environments. Experience leading automation, self‑healing, or shift‑left initiatives. Additional Information Preferred Location and Workstyle: We ideally base this role in Dallas (Frisco), Texas or Louisville, Kentucky, and prefer a hybrid work arrangement for candidates located in or near these markets. We may consider fully remote candidates as a secondary option, evaluating them based on experience, leadership capability, and agreement on organizational needs. Direct Reports: Up to 10 associates. Equal Opportunity Employer It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. #J-18808-Ljbffr Humana