Director of IT Operations

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Brown & Brown is seeking a Director of IT Operations to join our growing team.

The Director of IT Operations is responsible for leading and improving IT operational performance across the organization. This role oversees continuous improvement initiatives, including training, testing, metrics, and reporting, to ensure efficient, compliant, and cost-effective IT operations. The Director of IT Operations partners with leadership to drive adoption of technology changes and manages key functions such as portfolio management, release management, agile methodologies, integration processes, and managed service partnerships.

How You Will Contribute:

Customer Experience Leadership

• Serve as the champion of customer satisfaction, embedding customer-first principles into every operational decision.

• Partner with support, product, and business teams to translate customer feedback into tangible service improvements.

• Define and enforce experience-driven SLAs that emphasize responsiveness, reliability, and proactive issue resolution.

• Foster a culture of accountability and empathy across IT teams, ensuring each interaction reflects excellence and care.

Operational Excellence

• Lead all aspects of day-to-day IT operations, ensuring high availability, reliability, and transparency across systems and services.

• Build a customer-informed monitoring and incident response framework that prioritizes minimal disruption and rapid recovery.

• Optimize infrastructure performance through continuous measurement and improvement focused on end-user outcomes.

Automation & Delivery Velocity

• Design and implement automation frameworks that eliminate friction and accelerate service delivery.

• Champion Infrastructure-as-Code practices that improve reliability and shorten time-to-value for internal customers.

• Promote self-service capabilities that empower users while maintaining governance and control.

Identity & Access Management (IAM)

• Drive a secure, frictionless enterprise IAM strategy encompassing conditional access, MFA, and workload identity governance.

• Balance security with usability, ensuring authentication and authorization experiences are seamless for every user.

• Continuously evolve IAM practices to enhance trust, reduce support overhead, and improve customer confidence.

Continuous Improvement & Innovation

• Establish data-driven feedback loops to measure satisfaction, identify bottlenecks, and drive service refinement.

• Stay ahead of emerging trends in automation, cloud infrastructure, and identity security to enhance customer experience.

• Mentor teams to think beyond uptime—focusing on how technology performance translates into customer trust and successful end user experience.

Skills & Experience to Be Successful:

• Bachelor’s or Master’s degree in Business Administration or a related field.

• 10 years of experience in project management, with significant leadership experience in change management or continuous improvement setting.

• A track record of implementing successful technology strategies and solutions.

• Proven track record in managing change from delivering complex projects.

• Experience in managing large-scale IT projects and teams.

• Excellent leadership, communication, and organizational skills.

• Strategic thinking and problem-solving abilities.

• Exceptional communication and interpersonal skills.

• Strong project management and organizational skills.

• Ability to work in a fast-paced and dynamic environment.

Pay Range

$150,000 - $160,000 Annual

The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for the role.

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance  
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement 
• Mental Health &a