IT Operations Manager

The Opportunity:

The purpose of this role is to oversee the customer experience by delivering quality service and ensuring customer satisfaction. This includes managing the IT Service Desk operations, handling incidents and requests, and ensuring the smooth execution of core IT Service Management processes such as Major Incident, Problem, Change, Configuration Management, and Disaster Recovery.

Required Education:

• Bachelor's Degree or equivalent combination of education and work experience
• Degree in Computer Science, Civil Engineering, Management Information Systems, Software Engineering or related field preferred
• ITIL V3 foundation certificate required

Required Experience:

• 7+ years relevant experience

Preferred Competencies/Skills:

• Anticipate obstacles by identifying root causes and developing effective solutions
• Analyze risks, benefits, and opportunities to support long-term organizational goals
• Manage vendor relationships and oversee complex project delivery
• Lead, coach, and develop team members while providing clear performance feedback
• Develop, implement, and evaluate policies, ensuring compliance with established processes
• Cook logistics and operational support for IT facilities, including equipment oversight to prevent disruptions
• Communicate clearly and professionally across stakeholders
• Remain composed and decisive in fast-paced, unpredictable environments
• Adapt to change and guide others through evolving priorities
• Manage multiple projects and responsibilities concurrently and effectively
• Maintain availability to support data center operations as needed

Preferred Experience:

• Experience managing data centers in multiple locations
• Experience managing or leading others in a service oriented process driven environment

Preferred Knowledge:

• Advanced knowledge of principles, strategies and best practices for the management and support of data centers and IT facilities
• Advanced knowledge of principles and methods for ensuring security and environmental stability within data centers and IT facilities
• Business and management principles involved in strategic planning, resource allocation, leadership technique, and coordination of people and resources
• Fundamental IT concepts, systems, platforms, tools and technologies, hardware, software and services

Compensation Package:

The salary range for this role is provided above. This is the national range for location(s) listed. The salary offer will be decided based on the role's complexity, its location, and the candidate’s professional background, including their education and experience.

Beyond the base salary, regular full-time and part-time employees will also be eligible for QBE’s annual discretionary bonus plan based on business and individual performance.

QBE Benefits:

• Hybrid Working – a mix of working from home and in the office
• 22 weeks of paid leave for family growth, with 12 weeks available to all parents on a gender-equal basis
• Competitive 401(k) program with company match up to 8%
• Well-being program including holistic wellbeing coaching, gym membership, confidential counselling, financial and legal advice
• Tuition Reimbursement for professional certifications, and continuing education
• Employee Network and Community – QBE actively supports six Employee Networks, and many ways to give back to your community

Why QBE?

To learn more, click here: Benefits | QBE US.

Commitment to Diversity:

QBE is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with QBE, please inform our Talent Acquisition team to let us know the nature of your accommodation request and your contact information.

Equal Employment Opportunity:

QBE provides equal employment opportunities to applicants and employees without regard to race; color; gender; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; protected veteran status; or disability or any other legally protected status.