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Join Our Team: Do Meaningful Work and Improve People’s Lives

Our purpose, to improve customers’ lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare.

To better serve our customers, we are fostering a culture that emphasizes employee growth, collaborative innovation, and inspired leadership. We are dedicated to creating an environment where employees can excel and where top talent is attracted, retained, and thrives. As a testament to these efforts, Premera has been recognized on the 2025 America's Dream Employers list. Newsweek honored Premera as one of America's Greatest Workplaces, America's Greatest Workplaces for Inclusion, and America's Greatest Workplaces For Mental Well-Being, Forbes ranked Premera among America’s Best Midsize Employers for the fourth time.

Learn how Premera supports our members, customers and the communities that we serve through our Healthsource blog: https://healthsource.premera.com/.

As an IT Service Manager III, you sustain the framework for how IT services become valuable, observable, and operate well. The Service Manager III ensures effective measurement, monitoring, and reporting of service outcomes, and builds and sustains Live Site culture and practice with a dedicated focus on the customer experience. This role owns the management of end-to-end IT service delivery and operations.

This is a hybrid role on our campus in Mountlake Terrace, WA.

What you’ll do:

• Own, manage, maintain, and represent KPIs for your respective services/function in regards to service availability, delivery, security, and restoration.

• Identify critical service offerings and drive end-to-end service improvements.

• Communication management with stakeholders during outages.

• Promote, maintain, enhance, and institutionalize service improvement plan (SIP).

• Manage and track the implementation of the SIP activities.

• Report and escalate SIP implementation issues as needed.

• Participate in forums such as Operational Acceptance, Change Accountability Board, Live Site (& RCA) and Quarterly Service Reviews.

• Understand the costs related to services such that service goals satisfy business needs at a price the business can afford.

• Proactively build and sustain strong and effective relationships with stakeholders, engineering teams, and senior management.

• Support teams with knowledge management, run books, and visualization of service performance.

What you’ll bring:

Required Qualifications

• High School Diploma.

• 3+ years of experience using ServiceNow Configuration Management Database and Service Mapping or comparable data workflow system.

• Knowledge of any one public cloud like Azure/AWS/GCP (Azure preferred).

• 3+ years managing end-to-end IT service delivery and operations.

• ITIL certification or comparable ITIL/ITSM related work experience.

• Contract review, documentation, and negotiation experience.

Preferred Qualifications

• Exposure to Azure technologies: working knowledge with AZ-900 level. Azure AZ-900 Certificate preferred.

• Experience with Web technologies and service health metrics/measurements for Web. Experience driving the Non-Functional requirements for critical services.

• Understanding of network protocols and configurations including SNA/SNI and TCP/IP. Experience monitoring equipment and software to ensure network and data security.

• Experience with vendor management (driving SLO/SLA conversations with Vendor/SaaS providers and holding them accountable).

Knowledge, Skills, and Abilities

• Demonstrated success building the service management mindset and skills within engineering and business teams.

• Enjoys the challenge of a complex environment with managed solutions, third party integrations, and customer applications.

• Data-driven with professional experience and understanding of analytics.

• Ability to understand the application layer within their service portfolio to focus on the user experience.

• Skill in understanding the underlying concepts of an application portfolio to enable continual improvement such as configuration management and service mapping.

• Ability to effectively listen, communicate, challenge, and influence.

• Ability to work under pressure and meet tight deadlines.

Premera total rewards

Our comprehensive total rewards package provides support, resources, and opportunities to help employees thrive and grow. Our total rewards are more than a collection of perks, they're a reflection of our commitment to your health and well-being. We offer a broad array of rewards including physical, financial, emotional, and community benefits, including:

• Medical, vision, and dental coverage with low employee premiums.

• Voluntary benefit offerings, including pet insurance for paw parents.

• Life and disability insurance.

• Retirement programs, including a 401K employer match and, believe it or not, a pension plan that is vested after 3 years of service.

• Wellness incentives with a wide range of mental well-being resources for you and your dependents, including counseling services, stress management programs, and mindfulness programs, just to name a few.

• Generous paid time off to reenergize.

• Looking for continuing education? We have tuition assistance for both undergraduate and graduate degrees.

• Employee recognition program to celebrate anniversaries, team accomplishments, and more.

For our hybrid employees, our on-campus model provides flexibility to create your own routine with access to on-site resources, networking opportunities, and team engagement.

• Commuter perks make your trip to work less impactful on the environment and your wallet.

• Free convenient on-site parking.

• Subsidized on-campus cafes make lunchtime connections with colleagues fun and affordable.

• Participate in engaging on-site activities such as health and wellness events, coffee connects, disaster preparedness fairs and more.

• Our complementary fitness & well-being center offers both in-person and virtual workouts and nutritional counseling.

• Need a brain break? Challenge someone to a game of shuffleboard or ping pong while on campus.

Equal employment opportunity/affirmative action:

Premera is an equal opportunity/affirmative action employer. Premera seeks to attract and retain the most qualified individuals without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender or gender identity, sexual orientation, genetic information or any other protected characteristic under applicable law.

If you need an accommodation to apply online for positions at Premera, please contact Premera Human Resources via email at careers@premera.com or via phone at 425-918-4785.

The pay for this role will vary based on a range of factors including, but not limited to, a candidate’s geographic location, market conditions, and specific skills and experience.

The salary range for this role is posted below; we generally target up to and around the midpoint of the range.

National Plus Salary Range:

*National Plus salary range is used in higher cost of labor markets including Western Washington and Alaska.

We’re happy to discuss compensation further during the interview because we believe that open communication leads to better outcomes for all. We’re committed to creating an environment where all employees are celebrated for their unique skills and contributions.