Manager - Field SVCS and ITSM S D Lead - Remote

Optum Insight is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us in making healthcare work better for everyone through people-led, responsible AI while Caring. Connecting. Growing together.

Position Summary

As a Field Services and ITSM Service Delivery Lead supporting Owensboro Health within Optum Insight, you will drive operational excellence, service delivery management, and hardware lifecycle strategy across hospital and clinical IT environments. Our team's mission is to deliver seamless, high-availability IT services and field infrastructure support that empower healthcare providers to deliver exceptional patient care. In this role, you will oversee site support operations, establish budgets and oversee execution for end-user hardware refresh cycles, optimize IT Service Management (ITSM) frameworks, and strategically leverage enterprise AI tools to automate workflows and drive continuous innovation across health system operations.

If you are located in Owensboro, KY, you will have the flexibility to work remotely* as you take on some tough challenges.

Primary Responsibilities:

• Lead and oversee Field Services and ITSM Service Delivery operations supporting Owensboro Health, ensuring alignment with service level agreements (SLAs) and health system goals
• Direct and manage the end-user hardware refresh lifecycle, establishing annual capital and operational budgets, forecasting hardware needs, and overseeing site-wide deployment implementation
• Assess and interpret complex customer requirements and technical specifications to design, implement, and optimize IT Service Management (ITSM) workflows and field service processes
• Solve complex technical and operational issues, serving as a key escalation point and subject matter expert for field support technicians and site engineers
• Use enterprise-approved AI tools to streamline operational workflows, automate routine ITSM tasks, and drive continuous service delivery improvement
• Strategically leverage AI capabilities and modern technology solutions to solve complex operational challenges, optimize resource allocation, and deliver tangible business value
• Integrate AI adoption goals into team operational plans, encouraging team members to leverage enterprise-approved AI tools while championing ethical, transparent, and accountable use
• Drive ITIL best practices across incident management, problem management, change management, asset management, and service request fulfillment
• Monitor, analyze, and report key performance indicators (KPIs), hardware refresh implementation metrics, and SLA performance to executive leadership and health system partners
• Partner with shared capabilities and other Optum organizations to deliver shared services, ensuring that they meet the specific needs of partner healthcare practitioners, administrators, and patients.
• Ensure timely resolution of IT issues in a 24/7 healthcare environment, minimizing downtime and disruption to patient care.

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. 

Required Qualifications:

• 5+ years of experience in IT Service Management (ITSM) and IT Field Services delivery in an enterprise or health system environment
• 3+ years of experience leading or coordinating field service technicians, site support operations, or IT service delivery teams
• 3+ years of experience managing hardware lifecycle programs, including end-user hardware refresh planning, budget establishment, and deployment implementation
• 3+ years of hands-on experience applying ITIL framework methodologies (Incident, Problem, Change, and Request Management)
• 3+ years of experience utilizing enterprise ITSM platforms (e.g., ServiceNow, Remedy, or equivalent)
• Demonstrated experience managing operational/capital budgets, vendor hardware deliverables, and Service Level Agreements (SLAs)
• Willing or ability to work in a hybrid capacity based in or near Owensboro, KY, with availability for on-site facility support as needed
• Driver’s License and access to a reliable transportation 

Preferred Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent combination of education and relevant experience
• ITIL v3 or v4 Foundation (or higher) certification
• Experience leveraging enterprise AI productivity and automation tools within IT operations or service delivery workflows
• Experience in a healthcare or clinical IT environment supporting clinical workstations, EHR peripherals, and hospital infrastructure
• Proven solid financial acumen with experience managing CapEx/OpEx budgets for IT hardware assets
• Proven leadership, change management, and executive stakeholder communication skills

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $91,700 - $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.

At UnitedHealth Group, our mission is to help people live healthier lives and help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives.

UnitedHealth Group and its affiliated brands are an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

UnitedHealth Group and its affiliated brands are a drug-free workplace. Candidates are required to pass a drug test before beginning employment.