Head of IT Operations — Insurance & Investments

Hiring company: TheHiveCareers Source: LinkedIn Bahamas Job Summary The Head of IT Operations is responsible for the reliable, secure, and efficient day-to-day operation of the organization's IT environment. The role leads IT service delivery, infrastructure operations, application support, service management, incident/problem management, business continuity, and operational performance. Within Insurance & Investments, the role ensures that mission-critical systems supporting insurance, claims, underwriting, finance, investments, portfolio management, customer service, and regulatory operations remain available, stable, secure, and resilient. Key Responsibilities Develop and execute the IT Operations strategy, roadmap, and operating model. Lead day-to-day IT operations and enterprise technology service delivery. Ensure availability, performance, reliability, and resilience of critical IT services. Oversee: IT Service Management (ITSM) Infrastructure Operations Application Support Network Operations Cloud Operations Systems Administration End-User Computing Service Desk Backup & Recovery IT Monitoring Establish and manage SLAs, OLAs, KPIs, and service-performance standards. Lead incident, problem, change, and request management processes. Establish effective ITIL-based service-management practices. Manage major incidents and coordinate rapid resolution of critical technology outages. Conduct root-cause analysis and implement corrective/preventive actions. Monitor system availability, capacity, performance, and operational risks. Partner with Infrastructure and Engineering teams on cloud, data-center, network, and platform operations. Partner with Information Security/CISO teams to ensure operational security and compliance. Manage IT access, operational controls, patching, backup, monitoring, and technology lifecycle processes. Lead Business Continuity, Disaster Recovery, and IT Resilience activities. Develop and regularly test disaster-recovery and service-continuity plans. Support cloud migration, infrastructure modernization, automation, and operational transformation. Establish IT operational policies, procedures, standards, and documentation. Manage technology vendors, managed-service providers, telecommunications providers, and outsourcing partners. Manage IT Operations budgets, contracts, licensing, procurement, and resource planning. Lead, coach, and develop IT operations, service desk, infrastructure, and application-support teams. Establish operational dashboards and provide regular reporting to senior management. Ensure compliance with regulatory, audit, security, risk, and financial-services requirements. Drive continuous improvement, automation, service optimization, and cost efficiency. Collaborate with Finance, Risk, Compliance, Security, Applications, Data, Digital, and business teams. Insurance & Investments IT Operations Focus Insurance Ensure operational availability of: Policy administration systems Claims management platforms Underwriting systems Customer portals CRM platforms Payment and billing systems Document-management platforms Agent/broker systems Insurance integrations and APIs Investments / Asset Management Ensure availability and resilience of: Portfolio-management systems Investment/trading platforms Market-data systems Risk-management platforms Client/investor portals Custody and transaction systems Wealth-management platforms Financial and regulatory reporting systems Ideal Candidate Profile 12–18+ years of IT operations, infrastructure, technology, or service-management experience. 5+ years in IT operations leadership. Previous experience as: Head of IT Operations Head of IT Head of Technology Operations Head of Infrastructure & Operations Head of IT Service Management Director of IT Operations IT Operations Director Director of Infrastructure & Operations Director of IT Service Management VP IT Operations VP Technology Operations Experience in Insurance, Banking, Investment Management, Asset Management, Wealth Management, or Financial Services preferred. Strong expertise in: IT Operations IT Service Management ITIL Incident Management Problem Management Change Management Service Desk Infrastructure Operations Cloud Operations Application Support Disaster Recovery Business Continuity IT Resilience Experience managing enterprise-scale technology environments and critical business applications. Strong understanding of cloud, infrastructure, networks, systems, monitoring, backup, and enterprise applications. Experience with ITSM platforms such as ServiceNow, BMC Remedy, Jira Service Management, or equivalent. Strong vendor, SLA, contract, budget, and outsourcing-management experience. Strong cybersecurity awareness and experience working with CISO/security teams. Experience with regulated environments and technology audits. Strong leadership, crisis-management, stakeholder-management, and problem-solving skills. Relevant bachelor's degree; ITIL, COBIT, PMP, CISSP, CISM, AWS/Azure or equivalent certifications are advantageous.