Principal Incident Mgmt Specialist - Hybrid (PA/NJ/DE)
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- Information Technology
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- 23 hours ago Post Date
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- 260419 Requisition #
Job Summary
The Principal Incident Mgmt Specialist is a senior individual contributor responsible for the governance, performance oversight, and continuous improvement of service desk delivered by an offshore Service Desk provider. This role ensures Service Desk execution aligns with IBX standards, ITIL best practices, and contractual service level commitments. The position partners closely with Service Desk leadership, internal IT teams, and offshore vendors to improve service quality, operational efficiency, and business outcomes.
Essential Functions
Incident Management Governance
- Provide senior onshore oversight of Service Desk operations executed by the offshore Service Desk, ensuring adherence to IBX standards and defined operating procedures.
- Serve as an escalation point for systemic Service Desk issues, service quality concerns, or execution gaps related to offshore delivery.
- Ensure incidents are managed end‑to‑end in accordance with established Service Desk processes, SLAs, and OLAs.
- Validate the quality and consistency of incident records, resolution documentation, and customer communications.
- Oversee incidents impacting multiple users or business processes, ensuring effective coordination across internal resolver teams.
- Monitor incident backlog, aging, re‑open rates, and trend patterns to identify operational risks and improvement opportunities.
- Support peak business periods (e.g., Open Enrollment) by validating offshore readiness, coverage models, and escalation protocols.
Vendor Performance & Service Governance
- Provide governance oversight for the offshore Service Desk vendor, ensuring alignment with contractual obligations, performance expectations, and IBX service standards.
- Establish and reinforce incident management execution standards, including categorization, prioritization, escalation thresholds, and shift handoffs.
- Review vendor performance against defined KPIs, including incident volumes, response and resolution times, SLA compliance, quality metrics, and customer experience indicators.
- Participate in operational service reviews and quarterly business reviews (QBRs), delivering data‑driven insights and recommendations.
- Identify service delivery gaps, performance risks, or recurring execution issues and work with vendor leadership to define corrective action plans.
- Partner with Service Desk leadership, procurement, and vendor management teams to support service governance, scope clarity, and maturity improvements.
- Act as an escalation point for vendor‑related service delivery concerns impacting incident outcomes or business satisfaction.
Continuous Improvement & Enablement
- Analyze incident trends and collaborate with Service Desk and internal teams for better outcomes.
- Partner with Service Desk leadership to define and refine incident categorization standards, prioritization models, and escalation criteria.
- Drive continuous improvement initiatives related to incident processes, tooling usage, training needs, and knowledge management.
- Prepare and deliver incident management insights and performance reporting to IT leadership and business stakeholders.
- Influence operational improvements across teams without direct authority, leveraging data, standards, and enterprise alignment.
- Perform related duties as assigned.
Required Qualifications
- Bachelor’s degree in Computer Science, Information Systems, or a related technical discipline, or a minimum of five (5) years of equivalent professional experience.
- Strong understanding of enterprise IT environments, including client/server systems, network infrastructure, and application ecosystems.
- Working knowledge of application and system architecture sufficient to guide incident routing and escalation decisions.
- Demonstrated experience supporting or governing an offshore or managed Service Desk model.
- Experience with vendor governance, service performance oversight, and operational metrics.
- Knowledge of ITIL practices, particularly Incident Management, Problem Management, and Service Desk operations.
- Hands‑on experience with ServiceNow or a comparable IT Service Management (ITSM) platform.
- Strong analytical and problem‑solving skills with the ability to translate data into actionable improvements.
- Excellent written and verbal communication skills, including the ability to work effectively across geographies and cultures.
- Proven ability to influence outcomes and drive alignment without direct people‑management responsibility.
Hybrid
Independence has implemented a “Hybrid” model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the “Hybrid” model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey or Pennsylvania.
Inclusion and Belonging
At IBX, everyone can feel valued, supported, and comfortable to be themselves, and all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. Celebrating and embracing diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.
About Our Company
Serving nearly 10 million people in 25 states and the District of Columbia, including 2.5 million in southeastern Pennsylvania, Independence Health Group is the leading health insurance company in the Philadelphia region, and we’re expanding across the country. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day.
At Independence, we see each of our members as an individual, with unique needs and concerns. We’re dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets those needs and surpasses your expectations. For more information about Independence access our website at www.ibx.com. We’re revolutionizing health care, and our focus is on you!
Equal Employment Opportunity
IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.
Agency Disclaimer
All resumes submitted directly to an Independence Blue Cross employee from a vendor via email, the Internet or in any other form without a valid written search agreement in place for this position from the Independence Blue Cross Family of Companies Human Resources Department will be deemed the sole property of Independence Blue Cross and the Independence Blue Cross Family of Companies. Please note that no fee will be paid in the event the candidate is hired by Independence Blue Cross or the Independence Blue Cross Family of Companies as a result of the referral or through means other than our established process.