Associate Director, Incident Management Practice

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The Associate Director, Incident Management Practice (Service Offerings Management) leads the strategy, design, governance, and maturity of Humana's enterprise Incident Management capabilities in the Service Operations Organization. You will lead the Incident Management practice end to end including standards, tooling, metrics, workforce capability, and continuous improvement ensuring consistent, predictable, and scalable incident response across all technology domains.

Incident Management Practice Leadership

• Lead the Incident Management Practice, establishing a clear vision, operating model, and roadmap for enterprise adoption.
• Define practice standards, policies, strategies and governance models to ensure execution across teams.
• Be an authoritative owner for Incident Management capabilities, frameworks, and methodologies.
• Develop a multi-year practice maturity roadmap, aligned with Humana's priorities and digital transformation goals.
• Lead the ServiceNow Incident Management Practice and guide ServiceNow maturity through automation, AI-driven insights, self-healing workflows, and advanced reporting.
• Ensure vendors and suppliers align with enterprise Incident Management practice standards.

Enterprise Incident & Major Incident Governance

• Govern incident priority models, escalation frameworks, and executive communication standards.
• Oversee Incident Management governance in partnership with the 6 Incident sub-process owners and teams.
• Ensure reliable, repeatable execution of incident response practices across platforms and teams.

AI Enablement & Intelligent Operations

• Champion the integration of AI and AIOps capabilities into the Incident Management Practice. Increase adoption of AI-assisted detection, correlation, triage, prioritization, and root-cause analysis.
• Partner with data, automation, and platform teams to shift from reactive to predictive and preventative incident management.

Process Development & Governance

• Ensure understanding of ITIL (Information Technology Infrastructure Library) and organizational risk, compliance, and audit requirements.
• Lead governance forums and Incident Practice meetings to manage policy adherence and continuous improvement.

People, Capability & Community Leadership

• Lead a team of Incident Management Practice subject matter experts.
• Mature enterprise-wide capability through training, coaching, and practice enablement.
• Lead the Incident Management community of practice to share knowledge, lessons learned, and innovations.

Performance Metrics, Analytics & Insights

• Ensure enterprise KPIs and standard metrics for incident response, availability and customer experience.
• Use analytics and AI insights to identify trends, systemic risks, and improvement opportunities.
• Deliver executive-level dashboards, insights, and recommendations.

Use your skills to make an impact

Required Qualifications

• 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.

Preferred Qualifications

• Advanced degree (MBA, MS) or relevant certifications such as ITIL Managing Professional, PMP, ServiceNow certifications, or SRE training.
• Hands-on experience implementing AI-enabled IT operations (AIOps), intelligent alerting, or predictive incident solutions.
• Experience serving as platform owner or executive sponsor for ServiceNow or similar enterprise ITSM platforms.
• Background in regulated, healthcare, financial services, or global enterprise environments.
• Experience leading automation, self-healing, or shift-left initiatives.

Additional Information

• Preferred Location and Workstyle: We ideally base this role in Dallas (Frisco), Texas or Louisville, Kentucky, and prefer a hybrid work arrangement for candidates located in or near these markets. We may consider fully remote candidates as a secondary option.
• Direct Reports: Up to 10 associates.

WAH Internet Statement

To ensure Home or Hybrid Home/Office employees' ability to work effectively, the self-provided internet service must meet the following criteria:

• At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required.
• Satellite, cellular and microwave connection can be used only if approved by leadership.
• Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
• Humana will provide telephone equipment appropriate to meet business requirements.
• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Interview Format

As part of our hiring process, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability.

Scheduled Weekly Hours

40

Pay Range

$129,300 - $177,800 per year. This job is eligible for a bonus incentive plan.

Description of Benefits

Humana offers competitive benefits that support whole-person well-being, including medical, dental, vision, 401(k), paid time off, and disability/life insurance.

About Us

Humana Inc. (NYSE: HUM) is a leading U.S. healthcare company. Through our Humana insurance services and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health.

Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.`,metadescription: