Manager - Virtual Workspace Services Operations

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. Job Profile Summary CVS Health is seeking a Manager, Compute Engineering to lead Virtual Workspace Services Operations, responsible for day-to-day production operations, escalations, monitoring, and service delivery across our enterprise virtual workspace platforms. This leader will oversee a blended operating model with 25+ offshore resources and several internal FTEs, and will be accountable for staff augmentation partner performance, operational rigor, and reliable outcomes in a high-volume environment. The role focuses on execution, stability, operational excellence, and continuous improvement (runbooks, metrics, automation), partnering closely with engineering and cross-functional teams to restore service quickly and prevent recurrence. Key Responsibilities: Operational Leadership Lead daily operations for virtual workspace services, ensuring stable execution of monitoring, alert response, and ticket queues. Own operational execution for high-volume requests and support work, including provisioning workflows and manual remediation when automation fails. Incident / Escalation Management Serve as the operational leader for escalations, coordinating triage and restoration across internal teams and vendor resources; drive disciplined updates and stakeholder communications through incident lifecycle. Partner with engineering on root cause follow-ups and operational prevention actions (runbook improvements, monitoring gaps, repeat-incident reduction). Staff Augmentation Partner Management Manage the staff augmentation partner relati...