Job Details

Key Responsibilities

• Provide executive oversight of enterprise Service Delivery, Applications Support, and Infrastructure Operations functions
• Lead the Operations/Run portion for an enterprise business unit and its MSP, maintaining strong vendor partnerships, SLA compliance, and continuous improvement initiatives
• Direct enterprise ITSM processes (Change, Incident, Problem, Service Request, and CMDB) and ensure consistent governance and reporting
• Collaborate with business and IT leadership to align operational priorities, budgets, and service delivery goals
• Develop and deliver executive-level reporting on operational health, incident trends, and service metrics
• Identify and drive opportunities for process streamlining, automation, and performance optimization
• Serve as a trusted partner and escalation point for business and IT stakeholders, providing clear communication and issue resolution
• Mentor and develop IT managers and team members to promote accountability and operational excellence

• Bachelor's degree in Information Technology, Computer Science, or a related field
• 12+ years of progressive IT leadership experience, including 5+ years managing IT service delivery and global managed service provider (MSP) relationships
• Experience leading delivery and deep prior knowledge of IT Service Management (ITSM) practices and tools

• Ownership of ServiceNow platform and/or hands on experience preferred

• Proven success managing IT operations across mixed technology environments (e.g., .NET, Java, and mainframe) supporting enterprise-scale hybrid or cloud infrastructure operations
• Strong business communication skills with experience engaging executive stakeholders and aligning IT with business objectives
• Familiarity with the insurance industry, including core concepts (commissions, underwriting, policies, enrollment) and products (small business or voluntary benefits, life, universal life)
• ITIL certification or equivalent ITSM credentials are preferred