Executive Director, Systems Support

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary

The Executive Director, Systems Support is a senior leadership role responsible for leading the enterprise-wide major systems support functions. We are seeking a visionary and strategic leader who will command our response to critical incidents, ensuring swift service restoration and minimal business impact. This role is pivotal in our journey to a proactive, predictive, and automated operational environment.

The ideal candidate is a "rock star" leader who will not only guide our high-performing Incident Management Team (IMT) but will also champion and execute a robust AIOps strategy. By embedding AI, machine learning, and automation into our core processes, you will fundamentally transform our ability to detect, diagnose, and resolve issues. This role requires a deep passion for technology, an evangelist's mindset for AI adoption, and the ability to lead with empathy and inspire growth.

This position has significant integration with Problem Management and collaborates closely with Change Management, Analytics, and other IT Operations teams to foster a culture of stability and continuous improvement.

Key Responsibilities

• AIOps Strategy & AI Evangelism: Develop, articulate, and execute a forward-thinking AIOps strategy. Champion the integration of conversational and generative AI, machine learning, and automation to revolutionize incident detection, correlation, and resolution, ultimately reducing Mean Time to Detect and Resolution (MTTD/R).
• Incident Response Command: Act as the ultimate commander and escalation point for all major incidents across the enterprise. Provide decisive leadership, technical guidance, and clear communication to cross-functional teams during high-pressure situations to restore services rapidly.
• Team Leadership & Development: Lead, mentor, and empower a global team of incident management professionals. Foster a culture of excellence, radical candor, and continuous learning, developing the next generation of incident and technology leaders.
• Problem Management Partnership: Partner closely with the Problem Management Team (PMT) to ensure a seamless handoff from incident resolution to root cause investigation. Influence post-incident reviews and problem analysis to ensure that learnings are translated into concrete, preventative actions.
• Executive Communication: Master the art of crisis communication, delivering clear, concise, and accurate updates to C-level executives, business partners, and technical stakeholders from incident declaration through resolution.
• Data-Driven Process Improvement: Utilize data and analytics to drive the continuous improvement of incident management processes. Meticulously document and analyze incident data to identify trends, measure KPIs, and report on the effectiveness of the incident management function.
• Operational & Strategic Balance: While leading the day-to-day operational fight, maintain a strategic mindset focused on long-term stability, proactive prevention, and enhancing the overall efficiency of IT Operations.

Required Qualifications

• 12+ years of progressive experience in Information Technology.
• 8+ years in a formal leadership role with a proven track record of managing and developing a high-performing technical team of at least 10 members.
• 7+ years of direct, hands-on experience in enterprise-scale Major Incident Management and Problem Management for a large, complex organization.
• Demonstrable experience developing and implementing an AIOps strategy, with proven success in using AI/ML and automation to achieve significant improvements in incident management KPIs (e.g., MTTD, MTTR, incident volume reduction).
• Expert-level knowledge of IT Service Management (ITSM) frameworks, including ITIL, ISO/IEC 20000, and Kepner-Tregoe methodologies.
• Exceptional communication, negotiation, and influencing skills, with the ability to lead conversations with both deeply technical engineers and senior business executives.

Preferred Qualifications

• Deep understanding of modern observability, monitoring, and AIOps platforms (e.g., ServiceNow, AppD, Dynatrace, Splunk, Datadog).
• Advanced knowledge of architecture and systems administration processes for cloud-based and on-premise infrastructures (e.g., Azure, AWS, UNIX/Linux, Windows Server).
• Strong knowledge of network systems, infrastructure management, and Site Reliability Engineering (SRE) principles.
• Experience leading incident response in a large-scale retail, healthcare, or financial services environment.
• Relevant certifications are a strong plus: ITIL Expert/Master, Kepner-Tregoe, CISM, CISSP.

Education

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related field.
• An equivalent combination of education and extensive, relevant experience will be considered.

Pay Range

The typical pay range for this role is:

$131,500.00 - $303,195.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.  This position also includes an award target in the company’s equity award program. 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

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.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

We anticipate the application window for this opening will close on: 04/30/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

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