The role is responsible for managing the IT activities related to strategy, governance, delivery, and technical operations for Member Servicing. The selected individuals will have experience in managing staff directly, with matrixed staff and with managing vendor services. Extensive interaction with executive business and IT partners is required. * Provide overall IT leadership for Member Servicing to meet the current and future business needs of the BCBSM enterprise. Leveraging innovation technologies to transform Member Servicing business models, products, or services. Responsible for maintaining and optimizing the existing technology estate across business and IT, for Member Servicing. There are currently 180 active projects with funding requests of roughly $70 million. * Lead a team responsible for business governance coordination, related alignment of IT strategies and strategic architecture definition for Member Servicing. * Lead a team responsible for all Product delivery to support Member Servicing. This includes multiple functional areas, including but not limited to planning, staff development, problem solving and communications. In addition, this team will ensure cost effective design, development, engineering, integration, implementation, testing, and maintenance of the Member Servicing IT ecosystem. * Lead a team responsible for IT Operational support for all Member Servicing. Manage the development and ongoing execution of a comprehensive approach to ensuring the reliability and performance of the IT production environment at required levels and standards. This includes proactive monitoring of the environment, triaging of issues, coordination through resolution and executive reporting. * Serve on intra and interdivisional committees representing IT governance for major initiatives and business decisions. * Keep abreast of state-of-the-art Member Servicing technologies and platforms through networking, conferences, and demonstrations. Identify and take action to apply new technologies to fit corporate needs. * Perform other related duties as required. QUALIFICATIONS * Bachelor's degree in related field. Master's degree preferred. * Minimum ten (10) years demonstrated leadership experience in a large scale technical product environment preferably with Servicing experience and IT management including five (5) years leadership experience. * Large scale product delivery experience required. * Possess extensive experience in IT in customer-focused organization. * Exhibit leadership, influence and ability to manage change. * Knowledge of IT Servicing ecosystems. * Understanding of the relationship between servicing operations and technology needs. * Excellent communication/people skills to interact with executive management, technical and associates in verbal, written and presentation formats. * Ability to manage multiple priorities. * Planning and organizational skills. * Ability to interact effectively to executive management in both oral and written form. * Ability to define strategy for technology domain to align with business strategy. * Ability to develop, implement, and support technology roadmap in this business domain. * Ability to listen to the business to understand their needs for the various new capabilities. * Thorough knowledge of IT processes from requirement development through testing. * Excellent communication skills. * Strong leadership skills and ability to develop and motivate people. * Ability to translate technical jargon between IT and the business. * Demonstrate relationship building skills. * Understand CRM and related Group Acquire and Renew technologies. * Strong communication skills including excellent written and verbal skills.
