Lead Director, IT Service Delivery

CVS Health; United States; Remote; USD 100,000 - 232,000; Full time

Job summary

An established industry player is seeking a strategic Lead Director of Service Delivery to enhance IT Services performance. This pivotal role involves leading governance for platforms like Jira, driving process optimization, and implementing innovative AI solutions. You'll collaborate with senior leaders to align initiatives and ensure effective service delivery. Join a forward-thinking organization that values your contributions and fosters a culture of health and wellness. This remote-flexible position offers competitive compensation and a comprehensive benefits package, making it an exciting opportunity for those passionate about transforming healthcare.

Benefits

401(k) plan with matching contributions

Employee stock purchase plan

Wellness screenings

Tobacco cessation programs

Confidential counseling

Flexible work schedules

Tuition assistance

Paid time off

Dependent care resources

Qualifications

• 10+ years in program management or service delivery leadership roles.
• Deep expertise in Jira platform administration and governance.
• Experience managing AI tool implementations and digital automation projects.

Responsibilities

• Lead governance and implementation strategy for critical delivery platforms.
• Drive cross-functional change initiatives to optimize execution.
• Explore and implement AI agents and automation tools.

Skills

Jira Administration

Program Management

Service Delivery Leadership

Change Management

AI Tool Implementations

Executive Communication

Education

Bachelor's Degree

Certifications in Agile Scaling Frameworks

Tools

Jira Align

Service Now

Job description

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Overview:

We are seeking a strategic and results-driven Lead Director of Service Delivery to accelerate the maturity and performance of our IT Services organization.

In this role, you will lead the governance and implementation strategy of critical delivery platforms (e.g. Jira and Jira Align), provide structure and input to annual and ongoing planning cycles, drive cross-functional change initiatives that optimize execution, enhance service delivery, and support innovation such as AI-driven automation.

You will serve as a key strategic partner to IT and business leadership, influencing how work is prioritized, executed, and optimized across the organization.

Key Responsibilities:

Enterprise Governance and Tooling Leadership

Own the Jira and Jira Align platform strategy, governance, and ensuring the Atlassian tools are optimized to support portfolio management, execution transparency, and delivery excellence.

Chair and evolve the Jira Governance Group, driving alignment across technical, service, and business teams.

Champion adoption of best practices in project and service delivery tooling, balancing flexibility with operational consistency.

Planning Strategy and Execution

Assist in the creation and maintenance of the IT Services roadmap, ensuring strategic priorities are translated into actionable, measurable execution plans.

Partner closely with senior technical leaders, service owners, and program managers to align cross-team initiatives, manage dependencies, and forecast delivery capacity.

Process Optimization and Change Leadership

Lead strategic change initiatives focused on streamlining service delivery processes, improving operational efficiency, and driving scalable execution frameworks.

Act as a change agent for transformation efforts, building coalitions across departments, influencing without authority, and ensuring successful adoption of new processes and practices.

Innovation and Emerging Technology Implementation

Explore and implement AI agents and automation tools to enhance service management, project execution, and knowledge management.

Lead pilots and proof-of-concept initiatives for emerging technologies, continuously scanning for innovation opportunities that improve the IT Services operating model.

Cross-Functional Leadership and Influence

Serve as a trusted advisor to any necessary stakeholders, through executive leadership level, on matters related to tooling strategy, service delivery optimization, and change readiness.

Lead with influence across a matrixed environment, aligning diverse stakeholder groups toward common goals and driving execution without direct authority.

Provide thought leadership on best practices for scaling service and program management in a dynamic, rapidly evolving IT landscape.

Qualifications:

10+ years of experience in program management, service delivery leadership, or enterprise tooling governance roles, with at least 3+ years at a manager or director level.

Deep expertise in Jira platform administration and governance; familiarity with Jira Align or similar portfolio management tools.

Demonstrated success implementing ongoing planning or large-scale portfolio management practices across technology organizations.

Proven experience leading process transformation, change management, and enterprise adoption efforts.

Experience managing AI tool implementations, digital automation projects, or emerging technology pilots.

Strong executive communication skills, with a demonstrated ability to build trusted relationships across all levels of an organization.

Highly strategic thinker who can operate at both executive and tactical levels as needed.

Preferred Qualifications:

Certifications in Agile Scaling Frameworks (SAFe SPC, Scrum@Scale, etc.), Jira Administration, or other applicable certifications.

Experience in ITSM/ITIL environments and familiarity with service management systems (e.g. Service Now) and best practices.

Direct experience integrating AI agents or automation into service delivery or project execution processes.

Location and Work Arrangement:

This role is remote-flexible, with occasional in-person engagements for planning and strategy sessions.

Pay Range

The typical pay range for this role is:

$100,000.00 - $231,540.00

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Overview:

We are seeking a strategic and results-driven Lead Director of Service Delivery to accelerate the maturity and performance of our IT Services organization.

In this role, you will lead the governance and implementation strategy of critical delivery platforms (e.g. Jira and Jira Align), provide structure and input to annual and ongoing planning cycles, drive cross-functional change initiatives that optimize execution, enhance service delivery, and support innovation such as AI-driven automation.

You will serve as a key strategic partner to IT and business leadership, influencing how work is prioritized, executed, and optimized across the organization.

⸻

Key Responsibilities:

Enterprise Governance and Tooling Leadership

• Own the Jira and Jira Align platform strategy, governance, and ensuring the Atlassian tools are optimized to support portfolio management, execution transparency, and delivery excellence.

• Chair and evolve the Jira Governance Group, driving alignment across technical, service, and business teams.

• Champion adoption of best practices in project and service delivery tooling, balancing flexibility with operational consistency.

Planning Strategy and Execution

• Assist in the creation and maintenance of the IT Services roadmap, ensuring strategic priorities are translated into actionable, measurable execution plans.

• Partner closely with senior technical leaders, service owners, and program managers to align cross-team initiatives, manage dependencies, and forecast delivery capacity.

Process Optimization and Change Leadership

• Lead strategic change initiatives focused on streamlining service delivery processes, improving operational efficiency, and driving scalable execution frameworks.

• Act as a change agent for transformation efforts, building coalitions across departments, influencing without authority, and ensuring successful adoption of new processes and practices.

Innovation and Emerging Technology Implementation

• Explore and implement AI agents and automation tools to enhance service management, project execution, and knowledge management.

• Lead pilots and proof-of-concept initiatives for emerging technologies, continuously scanning for innovation opportunities that improve the IT Services operating model.

Cross-Functional Leadership and Influence

• Serve as a trusted advisor to any necessary stakeholders, through executive leadership level, on matters related to tooling strategy, service delivery optimization, and change readiness.

• Lead with influence across a matrixed environment, aligning diverse stakeholder groups toward common goals and driving execution without direct authority.

• Provide thought leadership on best practices for scaling service and program management in a dynamic, rapidly evolving IT landscape.

⸻

Qualifications:

• 10+ years of experience in program management, service delivery leadership, or enterprise tooling governance roles, with at least 3+ years at a manager or director level.

• Deep expertise in Jira platform administration and governance; familiarity with Jira Align or similar portfolio management tools.

• Demonstrated success implementing ongoing planning or large-scale portfolio management practices across technology organizations.

• Proven experience leading process transformation, change management, and enterprise adoption efforts.

• Experience managing AI tool implementations, digital automation projects, or emerging technology pilots.

• Strong executive communication skills, with a demonstrated ability to build trusted relationships across all levels of an organization.

• Highly strategic thinker who can operate at both executive and tactical levels as needed.

⸻

Preferred Qualifications:

• Certifications in Agile Scaling Frameworks (SAFe SPC, Scrum@Scale, etc.), Jira Administration, or other applicable certifications.

• Experience in ITSM/ITIL environments and familiarity with service management systems (e.g. Service Now) and best practices.

• Direct experience integrating AI agents or automation into service delivery or project execution processes.

⸻

Location and Work Arrangement:

• This role is remote-flexible, with occasional in-person engagements for planning and strategy sessions.

Pay Range

The typical pay range for this role is:

$100,000.00 - $231,540.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 05/12/2025

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

About the company

At CVS Health, we share a clear purpose: helping people on their path to better health. Through our health services, plans and community pharmacists, we’re pioneering a bold new approach to total health. Making quality care more affordable, accessible, simple and seamless, to not only help people get well, but help them stay well in body, mind and spirit.