L And D Technical Director

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities

• Strategy & Governance
• Define integrated strategy for Quality, Knowledge, and Learning aligned to IT/business outcomes Establish governance for ITIL, KCS, and L&D standards; ensure adoption and compliance
• ITIL Service Management
• Drive shift-left, automation, and self-service; maintain SLAs/XLAs and service health dashboards
• Knowledge Management (KCS)
• Implement KCS-like v6 practices: capture, reuse, improve knowledge in workflows Manage content lifecycle, taxonomy, and quality; track reuse and self-service success metrics
• Learning & Development
• Build role-based learning paths using industry best practices such as ADDIE, Kirkpatrick, and 70-20-10 models Deploy modern L&D tech stack; measure impact on operational KPIs
• Quality & Insights
• Set quality standards for processes, knowledge, and training
• Continue to deliver unified dashboards for service, knowledge, and learning performance at scale
• Technology & Culture
• Integrate ITSM, KM, and L&D platforms; leverage AI for knowledge and learning personalization
• Lead change management, coaching, and recognition programs to embed practices
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
  

• Education & Certifications
• Bachelors in IT or related field
• ITIL 4, KCS v6, and L&D credentials (ATD/CPTD, Kirkpatrick); Lean Six Sigma or Prosci a plus.
• Experience
• 10+ years in ITSM with 5+ years leading multi-disciplinary teams
• Proven success in ITIL process improvement, KCS adoption, and enterprise L&D programs
• Skills
• Familiarity with ITSM tools (ServiceNow/Jira), KM platforms, LMS/LXP
• Proven service management, knowledge lifecycle, instructional design, analytics
• Proven solid leadership, change management, and stakeholder engagement
  

• Masters degree