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Humana Service Manager - Technology Implementation Lead (Author by Humana) in Indianapolis, Indiana


Welcome to Author by Humana!

Imagine using your workday to make a meaningful difference in people's lives. Envision working in an environment where you are not only encouraged to create a positive change but also given the tools and support to make that change happen.

We are the future of healthcare and our mission is to transform the experience that we provide for seniors - working to meet their social, emotional, and medical needs. As an Author by Humana associate you will help members through their healthcare journey, ensuring they get the guidance and support they need so they can focus on fulfilling their life's ambitions and goals. At Author by Humana, whole person health is about discovery, connections and community.

This is a unique opportunity to help shape the technology-enabled services we will build together to deliver on our shared vision. We are looking for individuals who are:

  • Passionate about transforming our healthcare system for those who need it most

  • Compassionate towards seniors who need help navigating their healthcare

  • Excited to lead and influence initiatives that transform member experiences

  • Driven to do well by doing what's right for our members and associates

  • Willing to thoughtfully disrupt the status-quo and excited to work in a rapidly evolving start-up environment


The Service Manager (Technology Implementation Lead) delivers new technological solutions to meet business needs within a specified scope while aligned to enterprise objectives. The Service Manager (Technology Implementation Lead) works on problems of diverse scope and complexity ranging from moderate to substantial.

The Service Manager (Technology Implementation Lead), is responsible for daily interaction with all of the technology in his/her service segment, along with the partners who consume that technology.

You will serve as a lead internal consultant, providing light touch portfolio management, which will involve managing the demands of multiple projects, technical support delivery, and vendor oversight. You will be a trusted advisor to your partner(s) and will provide the appropriate mix of people, process, and technology to develop effective solutions and to establish state of the art, exceptional 24x7 service. This partner-facing role is the main access representative in a partner's service delivery and requires outstanding relationship management skills. The Service Manager (Technology Implementation Lead) is also responsible for working closely with Solution Delivery Leads (Leads, Business Technology Leadership) in all work stream phases.


  • Be accountable for successful service delivery of the portfolio, establishing what the partner views as successful and managing to those expectations.

  • Responsible for overall partner satisfaction and management of day-to-day partner-level relationships, from partner team members to executives.

  • Provide functional and technical expertise to ensure successful delivery through delegation, communication and cross-departmental/divisional coordination.

  • Establish strategic partnerships and striving to become a trusted advisor to your partner(s).

  • Expected to be able to command a group audience and lead discussions including best practice, service solution delivery strategy, professional services methodology and executive-level requirement gathering.

  • Owner of service recovery and outage escalations with 24/7 availability, via an on-call rotation schedule

  • Oversight and leadership for compliance and adherence to published SLAs and KPIs.

  • Anticipate needs and position training, support and other solutions that may be needed for a successful end-user experience with our members.

  • Effective at managing multiple stakeholders/needs simultaneously.

Required Qualifications

  • Bachelor's Degree in any business discipline and/or relevant work experience

  • PMP certified or related experience as a leader in technology

  • 8+ years of progressive experience working in large IT projects, including budget/portfolio management

  • Evidence of technical problem solving skills

  • Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications

  • ITIL 4 Foundation Certification

  • Experience with applying IT Service Management principles

  • Experience with ServiceNow platform (administration, development, or integration)

  • Familiar with a variety of operating systems/environments (such as Windows, UNIX, Linux, etc.)

  • Prior experience managing vendor contracts/engagements, driving projects and/or program governance

  • Healthcare/health solutions industry experience

Scheduled Weekly Hours