Director, IT Support & Operations

Job Summary

The Director, IT Support and Operations is a key operational leadership role overseeing the development, delivery and continuous improvement of IT Support services and IT Operations. An essential function of this role is guaranteeing the best possible experience for our organization through quality and timely IT customer service. This position is accountable for ensuring our IT systems are operating optimally, allowing our people to be productive.

This position will report to the AVP of Security and Operations and will have regular interaction with key stakeholders, internal customers, team members, IT leadership and executive management.

Duties and Responsibilities

• Determine and action IT Support and Operations continual improvement through clearly defined roadmaps aligned to company and department objectives
• Establish IT Support and Operations priorities and deliver quality results as committed
• Define IT Support and Operations key objectives and success measurements
• Demonstrate strength and conviction to achieve objectives despite obstacles and objections
• Establish clear and accountable team goals, associated with company and department objectives
• Manage technology vendors and service providers to ensure that the organization's technology needs are met
• Solve problems that challenge the IT Support and Operations management team
• Mentor and develop the IT Support and Operations team to enhance individual and team performance
• Build and foster relationships with customers and key stakeholders
• Maintain a strong understanding of the organization's business needs and work closely with other departments to ensure that IT Support and Operations is aligned with those needs
• Drive Service Level Objective definition in alignment with key stakeholders and business objectives
• Participate in planning and managing resources and the department budget
• Continuously improve operational efficiency without compromising quality and experience
• Leverage customer feedback and data to identify enterprise-wide improvements
• Provide regular status updates to IT leadership
• Serve as a primary contact and relationship leader for key partners, driving efficiencies and quality results
• Act as the voice of the customer for our organization
• Own the escalation for all technology issues related to the delivery of IT Support and Operations
• Ensure compliance with all regulatory, audit and legal requirements
• Identify and raise potential risk issues

Experience and Education Requirements

• S. or B.A. required, advanced degree preferred
• 8+ years of Information Technology leadership in Support and Operations
• 3+ years of experience managing cross-functional development team
• Demonstrated experience leading cross-functional teams in a service and experience focused organization
• Strong/current technical proficiency with IT Support and Operations systems
• Experience designing, developing, implementing, and monitoring adherence to policy, process, procedures, and standards
• Experience managing outsource vendors and internal staff
• Extensive experience working in an effective SOX/internal control environment
• Business Process Re-Engineering, Six Sigma or Lean a plus
• Experience with ITIL or comparable framework and processes
• Insurance industry experience is preferred but not required

Knowledge, Skills and Abilities

• Aptitude to manage multiple projects and initiatives simultaneously
• Ability to effectively lead teams, coordinate team activities, and mobilize workforce
• Extensive service level management experience
• Strong networking and relationship-building across the organization and with service providers and partners
• Current knowledge of operations and information security, compliance, and disaster recovery principles
• Business/commercially-focused and results oriented
• Strong fiscal focus including budgets, ROI and Cost Benefit Analysis
• Consultative and client-oriented, a creative problem solver with a collaborative nature
• Executive Leadership; ability to influence/negotiate with peers and vendors
• Excellent project management skills, PMI certification a plus
• Professional, decisive with integrity and high ethical standards

Other Requirements

• Perform other functions, duties and projects as assigned
• Regular and punctual attendance
• Understanding and agreement of job requirement which may require after hours work/support and weekend work
• Ability to travel up to 10%

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