IT Director, Service Stability Operations - Hybrid

Our Fortune 500 company is driving a digital transformation and looking for forward-thinking innovators to disrupt how our industry thinks about and uses technology. As one of the world's leading employee benefits providers, we help millions of people gain affordable access to benefits that help them protect their families, their finances and their futures.

Are you an asker of questions, a solver of problems, and a challenger of the status quo? Our mission is to provide a differentiated customer experience and exceed the expectations people have of technology at any company — not just insurers.

We are seeking individuals to join our team of talented IT professionals who share never-ending passion and an unwavering focus on our customer experience. Team members comfortable working in an agile, fast-paced, and delivery-focused environment thrive in our environment where we value an entrepreneurial spirit and those who challenge the status-quo.

Unum is changing, and we’re excited about what’s next. Join us.

The IT Director of Service Operations leads 24x7 service delivery across Critical-Major Management, Enterprise Incident and Problem Management, and Integrated Command Center, ensuring high availability and performance of large-scale production systems. This horizontal role partners with IT and business leaders and teams to drive stability and service excellence.

The Service Operations Director manages a global team comprised of a hybrid of Unum employees, suppliers, and an outsourced service team that oversee platform stability, uphold quality service delivery, and enhance collaboration across Technical Operations, Software Development, Product, and Customer Success teams.

Location: 3 days onsite per week at our Portland, ME, Chattanooga, TN, Columbia, SC or Atlanta (Sandy Springs), GA campus.

Job Specifications:

• 8+ years of IT experience, including 5+ years in NOC, Service Desk, Incident & Problem Management.
• Prior people management experience.
• Strong knowledge of ITIL v3, Service Now, Critical-Major Incident Management, and Problem management best practices.
• Proven leadership in creating and executing IT plans that drive business and technology goals.
• Experience in vendor selection, onboarding, and service transitions across on-site and offshore models.
• Strong communication, strategic thinking, and stakeholder management skills.
• Strong technical, leadership, decision-making, organizational, and communication skills.
• Strong problem-solving and critical thinking capabilities.
• Bachelor’s degree in Computer Science or equivalent technical experience.

Principal Duties and Responsibilities:

• Drive operational stability and availability across the production environment and manage delivery of continual service improvements.
• Drive innovation and process optimization in complex IT environments.
• Drive Disaster Recovery Exercises at enterprise scale.
• Lead and manage a critical management team that must be available 24x7 and an outsourced 24x7 Integrated Command Center operation, ensuring SLAs and performance metrics are met.
• Define KPIs to measure team performance and provide regular reporting to leadership.
• Optimize incident, problem, and event response processes, ensuring continuous service improvements.
• Partner with IT leadership, business stakeholders, and practice leaders to align service operations with strategic goals.
• Manage vendor relationships, contract negotiations, and performance benchmarks for IT service providers.
• Drive stability of the company’s technical and architectural roadmaps, ensuring cost-effective, scalable solutions.
• Ensure service teams follow Agile, Lean, and/or ITIL best practices, leveraging Service Now for IT Service Management.
• Build and develop a high-performing, self-organized team, fostering innovation, autonomy, and continuous improvement.
• Produce formal reporting, presentations, and communications for executive audiences.

Preferred

Skills:

• Agile/Lean Leadership experience.
• Expertise in Incident-Problem management, Integrated Command Center operations.
• Service Now.

Our company is built on helping individuals and families, and this starts with our employees. We want employees to…