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 poi...