IT Service Manager - Continuous Quality Improvement
Cigna - Hartford, CT

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Job Description


Provides a relationship management role with internal/external service providers to the IT organization. Management of all IT components within the scope of the service definition or ASP agreement to ensure business SLAs are met. Responsible for creation of process/procedures to manage IT services, including creating and tracking hardware and software inventory, creating centralized contract main file, determining contractual and financial exposure, and negotiating contracts. Participates in development of new services mission, goals, and objectives. Acts as the business agent for the IT organization to negotiate pricing and determine contract terms and conditions..


Lead team members in developing and analyzing all process improvement techniques and methodologies. Report the progress and results of complex process improvement initiatives. Facilitate the process for each improvement project. Study, analyze, and develop standard operations processes for the department, business unit, and/or company. Review and edit communications announcing introduction of and changes to products. Review and edit operations procedures. Define, implement and monitor standards for documents and document storage. Develop and maintain team web or Sharepoint site for storage of process, procedures and templates.

Execute and manage Six Sigma, Process Improvement, and Lean projects
Track and report process improvement results and progress; develop, monitor, and report on various project actions, to include: sampling plans, sample size determination, survey development and analysis, and control chart application, interpretation, and specification limits
Maintain, analyze, and report metrics of continuous improvement projects
Lead efforts to develop and document process standards and best practices
Provide guidance and leadership when managing process changes
Manage the integration of new and special projects (new communications products, etc.) into standard business processes
Become a Subject Matter Expert in Cigna IT, specifically Enterprise Client Computing, Operations processes
Coach others on how to apply continuous improvement methodologies
Assist team members in general process improvement techniques and methodologies as a subject matter expert (SME); leads projects to include: waste reduction, workflow improvements, process mapping, analysis to eliminate failures, etc. Apply problem solving processes (i.e., Plan Do Check Act (PDCA) and Define Measure Analyze Improve Control (DMAIC))
Promote a culture of continuous improvement and efficiency
Lead efforts across Member Engagement teams to pilot new and special projects
Maintain clear and constant communication with multiple areas of the business
May orient, train, and assign/review the work of lower-level analyst; may lead the work within the department
Perform other related duties as assigned.. Requirements


Bachelors Degree or higher strongly preferred
5 to 8 years related work experience
Certified Six Sigma Green Belt preferred
Solid Visio skills
Strong analytical skills
Superb process development and management skills
Established track record with making cross-functional decisions impacting business processes and results
Ability to communicate with and manage expectations of people in a cross-functional environment
Strong time management skills and multitasking abilities
Exceptional oral and written communication skills
Positive, team-oriented attitude and approach to getting work done
Resourceful and flexible when necessary, and known for a sense of urgency and initiative
Expert skill level using Microsoft Excel, Word and PowerPoint and the ability to utilize moderately complex formulas, pivot tables, charts, etc.
Novice level skills using Microsoft Access with the ability to create tables and simple reports
Experience with developing and publishing web pages
Experience with developing and managing documents in Sharepoint
Ability to serve as a "Change Agent" and support changes that impact others
Ability to facilitate meetings
Project management skills and the ability to work on multiple projects at a time
Analytical skills and the ability to analyze information using professional knowledge, experience and judgment.

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Cigna is a global health service company, dedicated to helping the people we serve improve their health, well-being and sense of security....