Primary Responsibilities:
- Strategy & Governance
- Define integrated strategy for Quality, Knowledge, and Learning aligned to IT/business outcomes
Establish governance for ITIL, KCS, and L&D standards; ensure adoption and compliance
- Define integrated strategy for Quality, Knowledge, and Learning aligned to IT/business outcomes
- ITIL Service Management
- Drive shift-left, automation, and self-service; maintain SLAs/XLAs and service health dashboards
- Knowledge Management (KCS)
- Implement KCS-like v6 practices: capture, reuse, improve knowledge in workflows
Manage content lifecycle, taxonomy, and quality; track reuse and self-service success metrics
- Implement KCS-like v6 practices: capture, reuse, improve knowledge in workflows
- Learning & Development
- Build role-based learning paths using industry best practices such as ADDIE, Kirkpatrick, and 70-20-10 models
Deploy modern L&D tech stack; measure impact on operational KPIs
- Build role-based learning paths using industry best practices such as ADDIE, Kirkpatrick, and 70-20-10 models
- Quality & Insights
- Set quality standards for processes, knowledge, and training
- Continue to deliver unified dashboards for service, knowledge, and learning performance at scale
- Technology & Culture
- Integrate ITSM, KM, and L&D platforms; leverage AI for knowledge and learning personalization
- Lead change management, coaching, and recognition programs to embed practices
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Required Qualifications:
- Education & Certifications
- Bachelor's in IT or related field
- ITIL 4, KCS v6, and L&D credentials (ATD/CPTD, Kirkpatrick); Lean Six Sigma or Prosci a plus.
- Experience
- 10+ years in ITSM with 5+ years leading multi-disciplinary teams
- Proven success in ITIL process improvement, KCS adoption, and enterprise L&D programs
- Skills
- Familiarity with ITSM tools (ServiceNow/Jira), KM platforms, LMS/LXP
- Proven service management, knowledge lifecycle, instructional design, analytics
- Proven solid leadership, change management, and stakeholder engagement
Preferred Qualification:
- Master's degree
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
Optum is a drug-free workplace. © 2026 Optum Global Solutions (Philippines) Inc. All rights reserved.
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What We Do
Optum, part of the UnitedHealth Group family of businesses, is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
At Optum, we support your well-being with an understanding team, extensive benefits and rewarding opportunities. By joining us, you’ll have the resources to drive system transformation while we help you take care of your future.
We recognize the power of connection to drive change, improve efficiency and make a difference in health care. Join a team where your skills and ideas can make an impact and where collaboration is key to creating technology that produces healthier outcomes.
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Optum Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Optum has three workplace models that balance the needs of the business, the responsibilities of a job, and your preference for more flexibility. These models are core on-site 5 days/week, hybrid 3 day/s week and telecommute or fully remote.
