Capability Manager

1 month ago

Hyderabad, Telangana, India UnitedHealth Group Full time

About the Role

UnitedHealth Group is committed to helping people live healthier lives and making the health system work better for everyone. As a Capability Manager, you will play a vital role in driving the delivery of high-quality IT services and supporting the company's mission.

Key Responsibilities

  • Design, implement, and manage IT Service Management (ITSM) processes and tools to ensure alignment with business strategy and industry best practices.
  • Collaborate with cross-functional teams to assess and analyze the existing IT environment, identify gaps, and develop solutions to improve service delivery.
  • Provide subject matter expertise on IT Service Management and ITIL processes to process owners, working groups, and other stakeholders.
  • Facilitate process definition, process flows, and process asset development to ensure efficient and effective service management.
  • Develop and deliver training materials and conduct process trainings to ensure understanding and adoption of ITSM processes.
  • Regularly review and update process documentation, including SOPs, workflows, and process maps, to ensure accuracy and relevance.
  • Drive the improvement of the ServiceNow implementation and service offerings based on user feedback to ensure maximum effectiveness and efficiency.
  • Lead ITSM transformation initiatives for potential clients, including assessing their current state processes, designing target state processes, and overseeing implementation.
  • Provide thought leadership and strategic guidance to clients on ITSM process improvements and transformation strategies.
  • Ensure successful ITSM project delivery by managing project scope, timelines, milestones, resources, and client expectations.
  • Foster a culture of continuous process improvement by analyzing performance metrics, identifying trends, and assessing the effectiveness of various capabilities performed.

Requirements

  • 12+ years of experience in IT and IT Service Management.
  • Experience in setting up Operation Level Agreements, Key Performance Indicators, Service Level Agreements, Critical Success Factors, and Key Measures.
  • Knowledge of infrastructure technology and processes, with a solid understanding of ITIL processes and hands-on experience in process design, definition, and implementation.
  • Proven leadership skills to drive design, implementation, and continuous service improvements for external potential clients.
  • Excellent communication, interpersonal, and problem-solving skills, with the ability to work in a multi-cultural environment.
  • Ability to adapt and design and implement ITIL processes and tools, with a solid focus on quality and service improvements.

Preferred Qualifications

  • Experience with ITSM tools, such as ServiceNow, JIRA, Manage Engine, or Remedy, and workflow automation.

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