IT Business Performance Lead (IT Vendor Management) at Humana in Louisville, Kentucky

Posted in Other 11 days ago.

Job Description:


Would you be interested in a unique opportunity to utilize your IT and leadership expertise to be an integral part of building a world class IT Vendor Management (IT VMO) organization? In this role you will build trusted relationships with senior IT leaders and their teams for the purpose of solving process issues, optimizing vendor relationships, driving positive vendor performance as well as cost reductions for the enterprise. The ultimate goal of the IT VMO will be to help enable innovation with our vendors that drive a greater customer experience.

As a Business Performance and Process Improvement Lead focused on IT Supplier Management processes, candidate is expected to build credibility and trusted relationships with senior customers (SVPs, Segment CIOs and other stakeholders). There is an expectation for candidates to be capable to role model commitment to customer service, deliver excellence and operational efficiency. In this role candidates are expected to be able to ensure pursuit of senior customer feedback on performance to ensure the IT VMO meets expectations and provides high levels of customer satisfaction. Accountable for driving a service and customer mind set throughout the team.



  • Delivers Coordinated Customer Experience Management across the IT enterprise.

  • Gathers customer requirements, initiates and maintains customer focused governance (including Customer Boards).

  • Works with IT VMO leadership to develop a strategy to deliver customer service balanced with operational efficiency in support of IT VM operational and financial goals.

  • Responsible for delivering the IT VM Customer Relationship Strategy in a way that builds sustainable customer loyalty and business value to both the IT customers, the business units and Humana.

  • Ensure Due Diligence earlier in the procurement process allowing for process efficiency, and optimal T&C's.

  • Connect early in the technology planning process to ensure we know what is coming down the pike to enable better IT financial forecasting.

  • Ensure customers receive end-to-end transparency of charges and costs.

  • Works with IT VMO to ensure completion of periodical settlements, quarterly true-ups, and periodical financial reporting against SLAs are completed.

  • Uses the internal customer/stakeholder survey to periodically evaluate service satisfaction and develop informed action plans for IT VMO to inform process improvement efforts.

  • Manages the IT VMO customer issue log and ensure issues are resolved completely and timely and have the right IT VMO thought leadership brought to the table to find the best solution for the customer.

  • Responsible for the assisting in the development of a comprehensive set of processes/metrics, technology systems and organizational structures to support all customer facing IT VMO functions.

Required Qualifications

  • Bachelors degree in Information Technology Management, Computer Science, Business Management or related field

  • 10+ years middle to Sr. level IT experience

  • Solid conflict resolution skills

  • Must work well in a matrixed environment.

  • Knowledge of IT Vendor Management

  • Customer service focus

  • Relationship building & influence

  • Impact

  • Setting direction

  • Professional acumen

  • Communication skills

  • Managing for value & operational efficiency

  • Thought Leadership

Preferred Qualifications

  • Master's Degree in Business Administration or a related field

  • Prior experience in the health solutions industry

Additional Information

Will report to Director, IT Business Performance/Process Improvement, IT Ops - IT Strategic Governance and Process

Scheduled Weekly Hours

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