Associate Director, Incident Management Practice

Humana

Associate Director leading Incident Management capabilities at Humana within Service Operations Organization. Developing governance, AI integration, and performance metrics for operational excellence.

Posted 6/3/2026full-timeLouisville • Florida, Kentucky, North Carolina, Texas • 🇺🇸 United StatesSenior💰 $129,300 - $177,800 per yearWebsite

About the role

Key responsibilities & impact

Lead the strategy, design, governance, and maturity of Humana's enterprise Incident Management capabilities in the Service Operations Organization.
Establish a clear vision, operating model, and roadmap for enterprise adoption.
Define practice standards, policies, strategies and governance models to ensure execution across teams.
Develop a multi-year practice maturity roadmap, aligned with Humana's priorities and digital transformation goals.
Champion the integration of AI and AIOps capabilities into the Incident Management Practice.
Ensure reliable, repeatable execution of incident response practices across platforms and teams.

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Incident ManagementMajor Incident ManagementService Desk ManagementITIL frameworksdata analyticsautomationService ManagementOperationsReliability Engineeringdigital transformation

Soft Skills

leadershipstrategic thinkingeffective communicationteam transformationoperating model changevision establishmentgovernancepolicy definitionexecution reliabilitystakeholder engagement

Certifications

Bachelor's degree in computer scienceBachelor's degree in information technologyBachelor's degree in engineering