Senior Manager, Technology ( ITSM Governance )
Address: 4170 LAFAYETTE CENTER DR,STE 400,CHANTILLY,VA,20151-01254-01206-1
Job ID 1630521BRReady to impact the next generation of healthcare technology, products and services? When you join us, your work will set the standards for database platform deployment and shape our solutions for the future. It’s an opportunity to reimagine the way we support our nearly 8,500 pharmacy-led, health and well-being retail stores worldwide and our entire organization.
Key Traits
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- Collaborative
- Insightful
- Logical
- Problem Solver
- Technologically Savvy
Senior Manager, Technology ( ITSM Governance )
Job ID 1630521BR
Job Summary
Work location: Deerfield, IL / Chantilly, VA
Provides strategic leadership and manages team(s) responsible for overseeing ITSM governance frameworks, standards, and process maturity across core ITIL domains (e.g., Incident, Change, Problem, Knowledge). Accountable for aligning ITSM policies and governance controls with enterprise objectives and regulatory requirements. Drives continuous service improvement through KPIs, health assessments, and cross-functional collaboration. Leads governance forums, defines process ownership boundaries, and resolves high-impact issues affecting operational risk, compliance, and service delivery. Possesses deep expertise across ITSM disciplines and strong influence in shaping enterprise service management strategy. Outcomes managed directly support short- and mid-term improvements in operational excellence, process compliance, and risk mitigation.
Job Responsibilities
Founded in 1901, Walgreens (www.walgreens.com) has a storied heritage of caring for communities for generations and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni-channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.
Walgreens is the flagship U.S. brand of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader. Its retail locations are a critical point of access and convenience in thousands of communities, with Walgreens pharmacists playing a greater role as part of the healthcare system and patients’ care teams than ever before. Walgreens Specialty Pharmacy provides critical care and pharmacy services to millions of patients with rare disease states and complex, chronic conditions.
The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits More Company information is available at www.walgreensbootsalliance.com
#L1-RD1
Basic Qualifications
Preferred Qualifications
Salary Range: $136000 - $231300 / Salaried
Work location: Deerfield, IL / Chantilly, VA
Provides strategic leadership and manages team(s) responsible for overseeing ITSM governance frameworks, standards, and process maturity across core ITIL domains (e.g., Incident, Change, Problem, Knowledge). Accountable for aligning ITSM policies and governance controls with enterprise objectives and regulatory requirements. Drives continuous service improvement through KPIs, health assessments, and cross-functional collaboration. Leads governance forums, defines process ownership boundaries, and resolves high-impact issues affecting operational risk, compliance, and service delivery. Possesses deep expertise across ITSM disciplines and strong influence in shaping enterprise service management strategy. Outcomes managed directly support short- and mid-term improvements in operational excellence, process compliance, and risk mitigation.
Job Responsibilities
- Manages efforts of others in the achievement of the strategic and operational objectives for the specified area of responsibility. Leads the specified area of responsibility to ensure performance standards are conducive to company standards and all goals and objectives are met in a timely and organized fashion.
- Shares information cross-functionally to improve workflow processes. Interacts with direct reports and peers in management / customers / vendors to share information and improve cross-departmental processes.
- Manages problems and issues pro-actively, including timely resolution and the identification of remediation opportunities. Identifies and resolve systemic issues to prevent them from repeating.
- Oversees the development of technical/business approaches and new or enhanced technical tools. Defines and implements consistent key IT key performance indicators in order to enhance the operational focus of the IT department.
- Manages the vendor relationship including determining in scope and out of scope work, working through any interpretation of contract terms and monitoring/reviewing SLA adherence. Performs deep dive research on missed SLAs Partners with the vendor to drive continuous improvement resulting in improved service and/or lower cost.
- Ensures delivery against agreed upon SLAs and overall service delivery of operational activities. Reviews and approves any request prioritizations.
- Understands short and long-term goals and objectives and recommend technical solutions and services.
- Maintains organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing information technologies.
- Responsible for executing on functional and business goals for the group. Anticipates process-centric, people- centric, and operations-centric ideas, issues and opportunities to move the business forward.
- May develop budget for functional area. Manages budget to plan and is responsible for meeting/delivering against budgetary goals and objectives.
- Researches and recommends new and emerging technologies and services within set budget that will enhance Company's overall business performance.
- Makes recommendations for specified area of responsibility regarding the operating plans for specified area of responsibility, then, based on prevailing conditions may realign the daily operations of assigned area.
- Influences individuals within and outside the IT department. Prepares and presents reports to all levels of leadership and staff.
- Stays abreast of industry leading best practices and brings them to the attention of the leadership team for innovative application. Develops and leverages partnerships (and relationships) with internal and external stakeholders to meet business needs.
- Oversees and manages managers, and individual contributors. Allocates available resources to meet operating objectives. Ensures the ongoing training and development of direct reports. Develops and mentors staff through on-boarding, open communication, training and development opportunities and performance management processes; builds and maintains employee morale and motivation; ensures the team is appropriately staffed with required competencies; fosters a diverse and inclusive workplace.
Founded in 1901, Walgreens (www.walgreens.com) has a storied heritage of caring for communities for generations and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni-channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.
Walgreens is the flagship U.S. brand of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader. Its retail locations are a critical point of access and convenience in thousands of communities, with Walgreens pharmacists playing a greater role as part of the healthcare system and patients’ care teams than ever before. Walgreens Specialty Pharmacy provides critical care and pharmacy services to millions of patients with rare disease states and complex, chronic conditions.
The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits More Company information is available at www.walgreensbootsalliance.com
#L1-RD1
Basic Qualifications
- Bachelor's degree and at least 6 years of experience in IT, Engineering, Accounting, Finance, Consulting, Strategy, Project/Program Management and/or Analytics OR a High School diploma/GED and at least 9 years of experience in IT, Accounting, Finance, Consulting, Strategy, Technical Project/Program Management and/or Analytics
- Experience establishing & maintaining relationships with individuals at all levels of the organization, including the executive level.
- Experience with vendor and vendor contract management, including SLA review.
- Experience diagnosing, isolating, and resolving complex issues and recommending and implementing strategies to resolve problems
- Experience leading cross-functional teams.
- Experience with vendor and vendor contract management, including SLA review.
- At least 2 years of experience contributing to financial decisions in the workplace.
- At least 3 years of direct leadership, indirect leadership and/or cross-functional team leadership.
- Willing to travel up to/at least 10% of the time for business purposes (within state and out of state).
Preferred Qualifications
- Bachelor's degree in Information Technology, Computer Science, Mathematics or similar is preferred
- Minimum of 9 years of experience, with at least 5 years in leadership role managing ITSM processes (Change, Incident, or Problem Management) is highly preferred
- Demonstrated success implementing and managing ITIL-based service management frameworks in complex, enterprise environments.
- Proven experience leading teams.
- Experience with vendor and vendor contract management, including SLA review.
- Experience with ITSM tools, particularly ServiceNow.
- ITIL Foundation certification (or higher).
- Experience driving ServiceNow adoption and automation across enterprise IT organizations.
Salary Range: $136000 - $231300 / Salaried
Benefits
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Health, dental and vision*
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Retirement Savings Plan (401(k))
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Paid time off benefits
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Onsite fitness center and health center
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Work & life resources
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Employee discount
*with a 30-hour work week
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