Associate Director – Incident Management Practice

Humana

Associate Director leading the Incident Management practice at Humana. Overseeing strategy, design, governance, and continuous improvement for Incident Management capabilities.

Posted 5/28/2026full-timeDallas • Florida, Kentucky, North Carolina, Texas • 🇺🇸 United StatesSenior💰 $129,300 - $177,800 per yearWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

lead the strategy, design, governance, and maturity of Humana's enterprise Incident Management capabilities
lead the Incident Management practice end to end including standards, tooling, metrics, workforce capability, and continuous improvement
establish a clear vision, operating model, and roadmap for enterprise adoption
define practice standards, policies, strategies and governance models
develop a multi-year practice maturity roadmap
lead the ServiceNow Incident Management Practice and guide ServiceNow maturity through automation, AI‑driven insights, self‑healing workflows, and advanced reporting
govern incident priority models, escalation frameworks, and executive communication standards
champion the integration of AI and AIOps capabilities into the Incident Management Practice
ensure understanding of ITIL and organizational risk, compliance, and audit requirements
lead governance forums and Incident Practice meetings

Requirements

What you’ll need

Bachelor's degree in computer science, information technology, engineering, or a related discipline
10+ years of progressive IT experience within Service Management, Operations, or Reliability Engineering
5+ years of leadership experience in IT
Expertise in Incident Management, Major Incident Management, and Service Desk Management in complex enterprises
Working knowledge of ITIL frameworks and service governance models
Demonstrated experience leading teams through transformation and operating model change
Experience using data, analytics, and automation to improve operational outcomes
Proven experience delivering clear, confident, and effective communication to senior leadership and key stakeholders
Strategic thinker with the ability to align operational practices to business and customer outcomes.

Benefits

Comp & perks

medical, dental and vision benefits
401(k) retirement savings plan
time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
short-term and long-term disability
life insurance
many other opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Incident ManagementMajor Incident ManagementService Desk ManagementITILdata analyticsautomationAI-driven insightsself-healing workflowsadvanced reportingServiceNow

Soft Skills

leadershipstrategic thinkingeffective communicationteam transformationoperating model change