Global IT Engagement & Escalation Leader (Hybrid)

UnitedHealth Group; Makati; Hybrid; PHP 7,538,000 - 9,422,000; Full time

Benefits offered by this job

Hybrid work model

Global exposure to ITSS programs

Job summary

UnitedHealth Group's Optum unit seeks a Sr. Manager - Customer Engagement to lead a global ITSS engagement team, shaping governance, escalation, and service alignment across US and international partners, and to improve employee experience through data-driven insights.

You will bridge business and technology, drive adoption of new tools, mentor onshore and offshore teams, and ensure proactive, risk-aware incident management in a hybrid, US Central Time setting.

Qualifications

• 10+ years of IT experience with focus on IT service management and incident/escalation handling.
• Proven ability to manage stakeholders and communicate with executives.
• Experience leading globally distributed teams across regions.
• Ability to drive change adoption and influence without authority.
• Data-driven mindset with emphasis on customer experience and continuous improvement.

Responsibilities

• Lead global ITSS engagement and governance for US and international partners.
• Oversee end-to-end escalation management and incident handling with emphasis on high-severity events.
• Drive business-IT alignment and socialization of new technologies across units.
• Mentor and manage onshore and offshore teams to ensure service delivery and performance.

Skills

IT incident/escalation management

Stakeholder management

Executive communication

Global team leadership

Data-driven mindset

Change enablement

Job description

UnitedHealth Group's Optum unit seeks a Sr. Manager - Customer Engagement to lead a global ITSS engagement team, shaping governance, escalation, and service alignment across US and international partners, and to improve employee experience through data-driven insights.

You will bridge business and technology, drive adoption of new tools, mentor onshore and offshore teams, and ensure proactive, risk-aware incident management in a hybrid, US Central Time setting.