Hiscox

Job Type:

Permanent

Build a brilliant future with Hiscox

Head of IT Service Operations

Hiscox U.S. is searching for an individual to join the U.S. Technology Leadership Team as a Head of IT Service Operations based in Atlanta.

This role reports to the U.S. CTO and is responsible for leading the IT Operations function for U.S. Technology, comprising of Service Management, Environment Management, Technology Risk Management (including Disaster Recovery), Cloud Services and Application Support.

This places a high degree of emphasis on building a solid team, problem solving, delivery of technology operational services, facilitating management of Tech risk and relationship management. You will mentor a team and provide direction across multiple disciplines and applications. The Operations Manager will engage with internal Technology teams (including globally at times), business units, and external service providers to ensure that our stakeholders are receiving high levels of application-based service. A Vendor Management mindset is required given Applications Support within Hiscox operates through a Managed Services model.

Key Responsibilities:

Service Stability:

• Ensure all IT systems, applications, and infrastructure are operational within agreed upon SLAs with minimal downtime.
• Oversee all ticketing, triage, troubleshooting, remediation, restoration and/or escalation processes to ensure business critical applications are running.
• Develop and implement observability, monitoring, alerting, and performance optimization tools & strategies to prevent service disruptions.

Technical Operations:

• Oversee daily IT operations including monitoring, alerting, ticketing, incident management, and basic server/host administration.
• Execute disaster recovery plans & business continuity exercises to ensure the recoverability of critical business systems.
• Coordinate infrastructure upgrades with the appropriate teams.
• Ensure operational governance processes are correctly followed and adhered to.

Incident Management:

• Act as the single point of contact for the US business unit during critical incidents, providing effective and timely communications to all impacted stakeholders.
• Build and maintain operational IT documentation including Configuration Management Database, Disaster Recovery plans, Support documentation, and training materials.

Vendor Management:

• Must be adept in management of third-party personnel to deliver highly available service operations.
• Perform cost management and rationalization activities to deliver high quality within budget.

Business Alignment:

• Evaluate tools, technologies, and processes to solve business problems and enhance our service offering to our customers.

Technology & People Leadership:

• Recruit, develop, and manage an IT operations team in accordance with modern industry best practices and Hiscox standards & values.
• Identify opportunities for improvement and suggest/implement solutions.
• Implement a culture of continuous improvement

Requirements:

• Application support background from a medium sized organization with experience on premise, Azure, AWS, and/or GCP Cloud based and Cloud SaaS applications.
• Vendor Management is a key requirement of the role and demonstrated experience in establishing and managing managed services is a must-have
• Azure Cloud & DevOps experience; must have a technical background along with (recent) demonstrated hands-on with design and implementation of Cloud based infrastructure
• Service delivery and environment management experience.
• Must reside in Atlanta or outlying area and aligned to in-office activity ~4 days per week.

What We Offer:

• 401(k) with competitive company matching 
• Comprehensive health insurance, vision, dental and FSA plans (medical, limited purpose, and dependent care) 
• Company paid group term life, short- term disability and long-term disability coverage 
• 24 Paid time off days plus 2 Hiscox days,10 paid holidays plus 1 paid floating holiday, and ability to purchase up to 5 PTO days 
• Paid parental leave 
• 4-week paid sabbatical after every 5 years of service 
• Financial Adoption Assistance and Medical Travel Reimbursement Programs 
• Annual reimbursement up to $600 for health club membership or fees associated with any fitness program 
• Company paid subscription to Headspace to support employees’ mental health and wellbeing 
• 2023 Gold level recipient of Cigna’s Healthy Workforce Designation for having a best-in-class health and wellness program 
• Dynamic, creative, and values-driven culture 
• Modern and open office spaces, complimentary drinks 
• Spirit of volunteerism, social responsibility, and community involvement, including matching charitable donations for qualifying non-profits via our sister non-profit company, the Hiscox USA Foundation 

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