We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.
Position Summary
PBM-IT Service Delivery - Senior Manager is a highly visible role within the Member & Client Services Engineering (MCSE) group at CVS Health supporting enterprise level, mission critical services. These services include applications used directly by CVS Health members or by call center agents to provide world-class member experience, call center technology applications, services provided by 3rd party call center vendors, clinical & benefit coding applications, Clinical Prior Authorization systems etc.
The Senior Manager leverages proven leadership skills to manage a team of technical vendor resources maintaining applications central to the operations of CVS Health. The Senior Manager leads strategic decision making, influences change, and drives results.
The Senior Service Delivery Manager is proficient in all critical functions for the applications assigned and is expected to champion SDLC & ITIL methods and best practices on the team to ensure that quality standards are met. The role includes being accountable for maintaining the production application ecosystem, working with managed services vendor closely on achieving application SLAs, stability, partnering with core infrastructure & application development teams to resolve defects, execute defect elimination plans and identify actions to ensure overall service stability.
The role includes being accountable for working closely with managed services vendor on production maintenance, incident management, problem management, and identifying opportunities for continuous improvement for the applications assigned. The Senior Manager is proficient with all the platforms assigned and is expected to be a platform leader with responsibility and accountability for the tactical and strategic directions of the production platforms.
The manager contributes to the development and design of technical solutions adhering to all established methodologies, standards and guidelines. The candidate must have a sharp focus on platform stability, quality of service, continuous improvement and risk mitigation. The ideal candidate can influence behavior to achieve the right outcomes to support the business.
Responsibilities:
SRE Strategy & Reliability Leadership
- Execute the enterprise SRE strategy, including SLOs, SLIs, error budgets, and reliability roadmaps.
- Establish reliability standards and practices across the applications, backend services, APIs, data platforms, and AI workloads.
- Drive a culture of reliability-by-design and operational excellence across engineering teams.
AI-Driven Operations (AIOps) & Automation
- Lead adoption of AIOps capabilities for proactive issue detection, alert noise reduction, and predictive failure prevention.
- Implement AI-assisted incident triage, automated runbooks, root-cause analysis, and self-healing systems.
- Partner with the AI Platform team to integrate LLMs and ML models into operational workflows (log summarization, anomaly detection, remediation).
Observability & Monitoring
- Own enterprise observability strategy across metrics, logs, traces, and user experience monitoring.
- Standardize tooling and practices using platforms such as AppD, DynaTrace, Datadog, Splunk, Prometheus, Grafana, OpenTelemetry.
- Deliver real-time dashboards and executive reporting on uptime, performance, latency, and error budgets.
Incident Management & Operational Excellence
- Lead enterprise incident response, escalation, and post-incident learning (blameless postmortems).
- Reduce MTTR, MTTD, and incident frequency through automation and preventive engineering.
- Establish runbooks, on-call models, and operational readiness reviews.
Leadership & Talent Development
- Build, mentor, and lead global SRE teams & managers.
- Define SRE career paths, skill frameworks, and training programs.
- Foster a culture of learning, accountability, and continuous improvement.
Required Qualifications
- Bachelor's degree in Computer Science or equivalent work experience required, one additional year of experience is required for each year of college not attained.
- 10+ or more years of production support or service delivery experience.
- Experience working with a managed services vendor.
- ITIL Qualified & Expert knowledge of ITIL disciplines.
- Experience of managing 3rd parties and 3rd party delivered services.
- Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
Preferred Qualifications
- High degree of self-motivation to work in a fast-paced dynamic environment.
- Strong communication skills are required to facilitate meetings with both technical and business audiences, often across multiple functional departments.
- Demonstrated understanding of various technologies (Java/J2EE, .Net, MQ, Mainframe, Telephony systems etc.)
- Experience with major database management systems, e.g. DB2, Oracle, and SQL Server.
- Experience creatively debugging complex system problems spanning entire hosting stack (application, server, communication channels, networking components, etc), resulting in problem determination and restoration through thorough research and fact finding.
- Be able to exhibit decisiveness and good judgment, even in ambiguous circumstances.
- Experience supporting both proprietary and vendor developed or supported applications.
- Demonstrated successful completion of technical projects.
- Demonstrated proficiency working on all phases of SDLC.
- Able to exhibit decisiveness and good judgment, even in ambiguous circumstances.
Education
- Bachelor's degree in Computer Science or equivalent work experience required, one additional year of experience is required for each year of college not attained.
- ITIL certified
Pay Range
The typical pay range for this role is:
$130,295.00 - $260,590.00
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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
Additional details about available benefits are provided during the application process and on Benefits Moments.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Skills Required
- Bachelor's degree in Computer Science or equivalent
- 10+ years of production support or service delivery experience
- Experience with managed services vendor
- ITIL Qualified & Expert knowledge of ITIL disciplines
- Experience managing 3rd parties and services
CVS Health Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CVS Health and has not been reviewed or approved by CVS Health.
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Healthcare Strength — Healthcare coverage is positioned as comprehensive for benefits-eligible colleagues, including medical, dental, and vision with free preventive care and access to virtual care and select no-cost MinuteClinic services. Mental health support is also highlighted with no-cost confidential counseling sessions per issue.
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Retirement Support — Retirement benefits include a 401(k) with a dollar-for-dollar match up to 5% after meeting service and hours requirements. Ownership programs are also offered through an employee stock purchase plan with a stated purchase discount.
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Pay Growth & Progression — A companywide minimum wage floor establishes a baseline that is framed as a positive starting point in some roles and markets. Unionized or high-cost areas are described as having clearer wage scales and step-ups that can materially lift pay over time.
CVS Health Insights
What We Do
CVS Health is the leading health solutions company that delivers care in ways no one else can. We reach people in more ways and improve the health of communities across America through our local presence, digital channels and our nearly 300,000 dedicated colleagues – including more than 40,000 physicians, pharmacists, nurses and nurse practitioners. Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications, or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day.
