PURPOSE:

The Director, Production Support Services is responsible for monitoring and improving critical processes, including the support of technology transfers, identifying and implementing innovative technologies, and product stewardship. Responsible for ensuring consistent practices, interactions, monitoring, and controls necessary to achieve committed service level agreements (using the IT framework, concepts and techniques).

ESSENTIAL FUNCTIONS: Define and implement a strategy to drive adoption of service management and operational best practices. Foster continuous improvement . Develop metrics and KPIs related to 24 x 7 IT support and maintain compliance related to ITSM procedures. Develop and implement a strategy and roadmap for organizational excellence in the application of ITSM services, procedures and tools. Successfully transforming the IT organization by delivering best practices supporting Service Management and support overall IT Operations Service Delivery.

Orchestrate day to day 24 x7 IT support and operational teams, to design, implementation, maintenance, operation, and continuous improvement of support services for customer facing applications. Service areas include monitoring of jobs, job scheduling services, and data exchange for Plans Onboarding, Claims Processing, Big Data, and Distribution Applications.

Develop and maintain strategy and approach for improving efficiency and value add of the team. Ensures organizational procedures are aligned to maintain compliance with industry standards. Act as a trusted advisor to business and technology leadership on the design and effective operations and controls.

SUPERVISORY RESPONSIBILITY: This position manages people.

QUALIFICATIONS: Education Level: Bachelor's Degree in Computer Science, Information Technology, or related field OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience. Experience:  8 years Related professional experience AND 3 years Management experience.

Preferred Qualifications Master's degree

Knowledge, Skills and Abilities (KSAs) Ability to analyze complex operational tasks. Ability to develop work flow processes for business and functional areas. Ability to lead and manage cross-departmental teams. Proficient in statistical analysis programs. Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time. Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging. Department Department: Equal Employment Opportunity CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.