Head of IT Service Management & Operational Readiness

Cigna Health and Life Insurance Company; Hinoba-an; Hybrid; PHP 11,285,000 - 16,301,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work environment

Private medical insurance

Educational development program

Global healthcare technology exposure

Job summary

Cigna Healthcare is seeking a Head of Service Management & Operational Readiness to lead the IH Technology Service Management function, embedding governance across readiness, performance, and change. You will guide a specialist team and partner with technology and business stakeholders to ensure smooth transitions into production support with robust ownership and controls.

The role requires ITIL-aligned expertise, leadership of cross-functional teams, and the ability to balance governance with

Qualifications

• Significant experience leading IT Service Management, service operations, production support governance, or operational readiness functions.
• Experience managing specialist teams, setting objectives, developing capability, and balancing competing priorities.
• Experience defining service onboarding standards, readiness criteria, support models, runbooks, and transition controls.
• Strong practical understanding of ITIL-aligned practices, including Incident, Request, Problem, Change, Service Transition, and Continual Improvement.

Responsibilities

• Lead the IH Service Management function and establish governance, standards, priorities, and operating routines that support the Production Support model.
• Manage and develop a team responsible for Service Performance, Problem Management, and Change Enablement, providing coaching, prioritization, and performance leadership.
• Define and maintain operational readiness standards, ensuring services transition into production support only when ownership, documentation, monitoring, support processes, and controls are established.
• Partner with Application Support, Engineering, Infrastructure, Security, Compliance, and business stakeholders to coordinate service readiness and operational improvements.
• Lead service management reviews and use performance, problem, and change insights to drive continuous improvement and address recurring issues.
• Escalate operational risks, ownership gaps, and readiness concerns to the appropriate accountable stakeholders.
• Maintain a service management improvement roadmap and ensure governance remains outcome-focused, scalable, and aligned to enterprise standards.

Skills

Leadership

Stakeholder management

Communication

Strategic thinking

Collaboration

Coaching and mentoring

Continuous improvement mindset

Tools

ServiceNow

Job description

Cigna Healthcare is seeking a Head of Service Management & Operational Readiness to lead the IH Technology Service Management function, embedding governance across readiness, performance, and change. You will guide a specialist team and partner with technology and business stakeholders to ensure smooth transitions into production support with robust ownership and controls.

The role requires ITIL-aligned expertise, leadership of cross-functional teams, and the ability to balance governance with