Senior Manager, IT Process Governance (Agile Delivery)

At Blue Shield of California we are parents, leader, students, visionaries, heroes, and providers. Everyday we come together striving to fulfill our mission, to ensure all Californians have access to high-quality health care at a sustainably affordable price. For more than 80 years, Blue Shield of California has been dedicated to transforming health care by making it more accessible, cost-effective, and customer-centric. We are a not-for-profit, independent member of the Blue Cross Blue Shield Association with 6,800 employees, more than $20 billion in annual revenue and 4.3 million members. The company has contributed more than $500 million to Blue Shield of California Foundation since 2002 to have a positive impact on California communities. Blue Shield of California is headquartered in Oakland, California with 18 additional locations including Sacramento, Los Angeles, and San Diego. We’re excited to share Blue Shield of California has received awards and recognition for â€" LGBT diversity, quality improvement, most influential women in corporate America, Bay Area’s top companies in volunteering & giving, and one of the world’s most ethical companies. Here at Blue Shield of California, we’re striving to make a positive change across our industry and the communities we live in â€" Join us!


Job Summary
As a direct report to the Sr Director, IT Shared Services, the leader is critical to the success of Blue Shield of California and the Information Technology department in realizing its goals and objectives. This leader will own overall process integrity for a set of key IT processes that enable the IT Product Portfolio operating model. This Sr. Manager will also provide leadership to transform the Process Governance function to champion quality for all products deployed to production and be the vocal advocate of the customer.

The leader in this role is accountable for:
  • Establishing and Maintaining Adequate Process Transparency for Assigned Processes / Capabilities
  • Consistently Measuring and Reporting Performance Results Against Pre-Defined Performance Targets
  • Proactively Identifying and Correcting Performance Issues
  • Defining and Implementing Process Improvements (As Indicated) - Including People, Process and Technology
  • Cost Stewardship, Budget Planning and Execution
  • Fostering Positive Working Relationship with both IT and Business Customers to Promote Open / Honest Communication
  • Strategic Planning, Execution, and Key Performance Indicators / Measurements
  • Training, Awareness and Change Management

  • Develop and drive a detailed strategy for IT shared process governance in support of Business and IT roadmap initiatives
  • Produce and maintain a prioritized portfolio / backlog of process improvement opportunities
  • Trusted Partner for Enterprise Architecture, Application Services, Program/Portfolio Management, Infrastructure Services, Data Services, and Business Unit leaders to collaborate on work to identify and implement an effective combination of standards, governance, and to ensure product governance throughout the delivery lifecycle
  • Create and drive an organizational culture of continuous capability development and efficiency
  • Ensure that processes are aligned with the overall enterprise IT strategy and positioned for current and future success
  • Manage Intake of proposed process changes from across the organization and continuously improve processes to delight end user experience
  • Share backlog with respective Process SMEs to inform prioritization and implementation of process refinement / changes
  • Collaborate across Process SMEs, as needed, to ensure overall process workflows are optimally designed for delivery excellence
  • Facilitate resolution of conflicts among key stakeholders (e.g., Portfolio Lead, Product Owner) and serve as an escalation point for process SMEs
  • Manage processes maturity, including defining process KPIs, baselining and performance measurement
  • Other duties as assigned


Knowledge and Experience
  • College degree or equivalent experience and minimum 10-year prior relevant experience, including 4 years of management experience.
  • The preferred candidate will possess a successful track record leading cross-functional process transformation initiatives within the healthcare payer industry; emphasis on IT enabling technologies.
  • Working knowledge of SAFe Agile, Lean Transformation, Organizational Change Management, Process Engineering, Product Management, Data Science, Business Intelligence, Systems Development Lifecycle (SDLC) and Adaptive Governance.
  • Experience working in a global organization of size, scope and complexity.
  • Experience working in a technology and/or services intensive business.
  • Experience working with delivery assurance policies, procedures, and principles to ensure compliance.
  • Preferred: Hands-on experience leading "rapid improvement" events such as Kaizen.
  • Preferred: Voice of the Customer (VOC) and Customer Survey experience.
  • Preferred: in-depth knowledge of IT Applications function, Six Sigma, and healthcare payer industry environment.
  • Ability to work cooperatively and strategically in a team environment with all levels of professional, technical and administrative staff and to integrate resources on a timely and organized basis
  • Exceptional verbal and written communication and program/project management skills, including an ability to communicate effectively at an executive level
  • Leadership experience in managing a PMO, including all aspects of Portfolio Management, is highly preferred.

Physical Requirements

Office Environment - roles involving part to full time schedule in Office Environment. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day.
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External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.EEO Policy