Assistant Vice President, IT Operations

Position Summary

The AVP of IT Operations, reporting to the Chief Information Officer, will oversee and maintain the entire IT infrastructure of BITCO, a company providing quality insurance services to special industries.

Primary Responsibilities

• Plans, designs, and directs all operational activities of the IT Operations department.
• Provide direction and support for IT solutions enhancing mission-critical business operations.
• Oversee the company's IT infrastructure, ensuring reliability, performance, and security.
• Manage on-premise and cloud-based servers, network configurations, and security protocols.
• Lead cloud migration strategies, optimize cloud performance, and ensure cost-efficient cloud utilization.
• Oversee deployment, maintenance, and security policies for user devices across different regions.
• Coordinate with Cybersecurity Manager to ensure compliance with industry regulations and security best practices.
• Manage relationships with external service providers, ensuring service quality and cost-effectiveness; oversee negotiation and administration of vendor, outsourcer, and consultant contracts and service agreements.
• Supervise troubleshooting and incident resolution, minimizing downtime and disruptions.
• Work with internal and external stakeholders to validate and deliver the architecture ahead of new initiatives, to comply with internal controls, security posture, and service metrics.
• Build, mentor, and scale a potentially geographically dispersed team of IT operations and service-management professionals—cultivating a culture of teamwork, transparency, and customer focus.
• Design, implement, and mature practical and appropriate ITIL-aligned service management processes (incident, problem, change, release, configuration and service-request management).
• Partner with cross-functional Teammates (Architecture, Development, Data Services, Cybersecurity, Audit, and Business Leaders) to prioritize initiatives, align on standards, and drive best practices to support business.
• Develop and own a multi-year roadmap of operational goals and objectives to include modernization, financial discipline, partner/vendor management, managed services SLA, and executive/organizational communication and presentations.
• Develop and review budgets and ensure they comply with stated goals, guidelines, and objectives.
• Participate in varying levels of long-term planning at the functional or organization level.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems or related field (Master's preferred or equivalent experience)
• 10+ years of progressively responsible experience in IT operations, service management or infrastructure leadership—minimum 5 years at a global scope including parent/subsidiary organizational structure.
• Strong background in IT infrastructure in growth companies with excellent service and metric management, problem-solving skills, and the ability to work effectively in a fast-paced team environment.
• Comfort with challenging the status-quo of established environments, standards, structure, and services to support a decentralized workforce, enable mobility, and partner with functional areas.
• Deep hands-on expertise with ITSM frameworks (ITIL v3/v4), service-management tools and reporting platforms.
• Strong expertise in cloud platforms (AWS), network administration, and server management.
• Proven track record leading large-scale modernization initiatives: cloud migrations (AWS, Azure or GCP), automation (Ansible, Terraform), and DevOps pipelines.
• Proven experience leading an organization through a infrastructure, data, and application modernization journey as it relates to infrastructure, service management, and end-user standards.
• Proven experience in vendor management—defining contracts, SLAs and driving performance improvements.
• Familiarity with key insurance processes such as underwriting, policy issuance, claims, and loss control as well as back-office functions like Finance, HR, and IT is highly valuable.
• Excellent analytical, communication and stakeholder-management skills—ability to translate technical complexity into business value.
• Demonstrated ability to apply IT operational expertise in solving business problems.
• Able to present ideas in business-friendly and user-friendly language.
• Highly self-motivated, self-directed, and attentive to detail.