Senior Systems Management Consultant (ITSM Onboarding Lead)

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.  

The Senior Technical Product Manager (ITSM Onboarding Lead) is responsible for planning, coordinating, and executing the successful onboarding of new business partners and acquired entities onto the Optum ITSM platform. This role serves as the primary delivery lead for ITSM onboarding engagements, ensuring alignment to Optum standards across Incident, Change, Problem, CMDB, Service Catalog, Knowledge, Event Management, and Reporting practices. Blending program leadership, process expertise, and cross-functional coordination, you will act as the single point of accountability from onboarding kickoff through go-live and early stabilization to deliver a seamless onboarding experience.

Primary Responsibilities:

• Lead end-to-end ITSM onboarding engagements from initial kickoff through go-live and transition to steady-state operations
• Own the creation, maintenance, and execution of comprehensive onboarding plans, milestones, and delivery cadences across discovery, build, readiness, and launch phases
• Facilitate ITSM onboarding kickoff sessions, process workshops, and recurring checkpoints with business partners and internal delivery teams
• Guide partners through the adoption of standard ITSM processes, governance models, and required controls, including Incident, Problem, Change, CMDB, Service Catalog, Knowledge, Event Management, and Reporting
• Partner with ITSM practice owners and platform engineers to validate process fit, ServiceNow configuration needs, and onboarding readiness
• Coordinate across internal ITSM practice teams to drive critical onboarding outcomes, manage dependencies, and mitigate delivery risks
• Serve as the primary point of contact and liaison for onboarding communications, status reporting, and next steps to partner leadership and delivery teams.
• Capture onboarding lessons learned and drive continuous improvement of ITSM onboarding processes, templates, and playbooks
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• 5+ years of experience in IT Service Management (ITSM) delivery, implementation, or transformation
• 3+ years of hands-on experience utilizing the ServiceNow platform to manage ITSM workflows and capabilities
• 3+ years of experience managing project schedules, milestones, risks, and dependencies across cross-functional teams
• 2+ years of experience leading end-to-end onboarding, migrations, or systems integration projects for business partners or acquired entities
• 2+ years of experience facilitating process workshops, kickoff sessions, and delivery meetings with external partners and business leadership
• Proven ability to work during US business hours to collaborate with North American business partners

Preferred Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field
• ITIL Foundation (v3 or v4) Certification
• Experience supporting mergers, acquisitions, or large-scale enterprise partner onboarding efforts
• Proven background working in healthcare, highly regulated environments, or large-scale global enterprise technology organizations
• Proven solid negotiation, conflict resolution, and consensus-building skills with a proven track record of gaining respect from external and internal teams

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

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