Overview
On Site
Contract - W2
Contract - c2h
Skills
Partnership
SLA
Regulatory Compliance
Continuous Improvement
Configuration Management Database
Collaboration
Budget
Service Delivery
Reporting
Performance Tuning
Communication
Issue Resolution
Mentorship
Accountability
Operational Excellence
Information Technology
Computer Science
IT Management
MSP
ServiceNow
Management
IT Operations
.NET
Java
Mainframe
IaaS
Business Communications
Insurance
Underwriting
ITIL
IT Service Management
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
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