IT Managed Services Operations Manager

IT Managed Services Operations Manager

Join our team as the Managed Services Statement of Work (SOW) Governance Manager for Aetna Technology Production Support. In this pivotal role, you'll help ensure the integrity and efficiency of our Application Production Support services by managing contract governance, auditing compliance, and supporting the full contract lifecycle.

You'll collaborate with internal stakeholders and vendor partners to maintain high standards of service delivery, mitigate risks, and ensure alignment with governance controls. If you thrive in a structured, fast-paced environment and enjoy working at the intersection of technology, operations, and vendor management-this role is for you.

Responsibilities :

• Contract and operations audits : Conduct regular audits to ensure vendor adherence to operational standards, processes, and reporting requirements, address any gaps, and recommend mitigation strategies for potential contract-related risks.
• Governance support : Prepare materials for governance reviews with vendors and participate in regular governance meetings, ensure any issues are addressed effectively, and ensure stakeholder compliance with governance processes.
• Contract support : Manage change request process ensuring effective and timely completion of changes; monitor vendor allocation consumption and ensure accurate reporting; support preparation of amendments.
• Cross-functional collaboration : Serve as a liaison between Aetna Technology and vendor Managed Services resources. Respond to internal inquiries and help resolve service-related issues.
• Records and data management : Maintain an organized and centralized repository of governance records ensuring accuracy and accessibility.
• Continuous improvement : Identify opportunities to streamline contract management governance and operational workflows. Collaborate with vendors to enhance scope estimation processes.
• Communication and logistical support : Manage Network and Email Groups; ensure compliance with security and governance standards and support optimal vendor resource alignment.

Required Qualifications :

Preferred Qualifications :

Education :

Bachelor's degree or equivalent experience (HS diploma + 4 years relevant experience)

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include : Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan. No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching. Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.