Director of IT Service Excellence
 Medica | |
401(k)
| |
 United States, Wisconsin, Madison | |
| 1277 Deming Way (Show on map) | |
 Apr 28, 2026 | |
|
Description
Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for. We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration - because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued. The Director, Tech Service Excellence is accountable for leading the operational run activities associated with the ServiceDesk and service excellence, level 1 and 2 operations, including monitoring and performance engineers. This position also oversees the Workflow function and all aspects of data exchange and workflow to and from partners and business units to successfully run the services and business. Ensures the confidentiality of and that the data is secure and accurately documented and controlled. In addition, oversees the Service Management function, which manages the core service management platform that tracks all incidents, problems, requests, changes and resources tied to achieving enterprise goals. Lastly, this role will manage Asset Management and End User Computing functions. A key element of the role is working across all lines of business including executive leadership to determine acceptable levels of supportability and responsiveness within the organization. The individual will be required to work closely with Tech leadership to assure the vision and mission aligns with other strategic initiatives. Additionally, it will be critical to foster many external relationships with operational support vendors, along with product/software vendors who are critical in supporting the overall mission. The Director develops and directs department strategies and staff, and identifies, develops, implements and maintains processes across the organization to delight the customer and deliver high quality customer satisfaction. The role will require someone who can work with cross functional teams, collaborate with others, a strong communicator, strong leadership skills, good problem solver, and ability to lead during high stress situations. Key Accountabilities Management and Leadership
Strategy and Organization Management
Customer Service and Service Excellence Management
Required Qualifications
Preferred Qualifications The individual performing in this role will be a seasoned leader with deep experience in executing long-term, cross-functional initiatives that have a significant operational effect on the business. Necessary skills include:
This position is an Office role, which requires an employee to work onsite, on average, 3 days per week. We are open to candidates located near one of the following office locations: Minnetonka, MN, and Madison, WI. The full salary grade for this position is $130,300 - $223,400. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $130,300 - $195,510. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data. In addition to base compensation, this position may be eligible for incentive plan compensation in addition to base salary. Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees. The compensation and benefits information is provided as of the date of this posting. Medica's compensation and benefits are subject to change at any time, with or without notice, subject to applicable law. Eligibility to work in the US: Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States. We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. | |