Head of IT Service Operations

Job Type:

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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.

The Head of IT Service Operations is a critical leadership role within Hiscox US Technology, reporting directly to the US Chief Technology Officer. Based in Atlanta, GA, this role is responsible for ensuring the delivery of high-quality, reliable, and secure IT services to employees and contractors across the US business. This includes oversight of service management, application support, production assurance, technology risk and compliance, and employee onboarding/offboarding.

This leader will build and mentor a high-performing team, drive operational excellence, and foster strong relationships across internal technology teams, business units, and external service providers.

Key Responsibilities

Employee Technology & Onboarding:

• Ensure US employees and contractors have access to the tools, technologies, and support they need to be successful.

• Oversee onboarding and offboarding processes to ensure timely provisioning and deprovisioning of access and equipment.

• Partner with HR and business units to streamline employee lifecycle technology touchpoints.

Application Support & Production Assurance:

• Lead the support function for business-critical applications, ensuring timely resolution of issues and minimal disruption.

• Monitor and maintain up time of key operating systems and platforms, with clear escalation paths and service-level agreements.

• Collaborate with infrastructure and engineering teams to ensure system reliability and performance.

Problem & Incident Management:

• Establish and manage processes for tracking, prioritizing, and resolving technology incidents and problems.

• Ensure root cause analysis is conducted for major incidents and that corrective actions are implemented to prevent recurrence.

• Maintain transparent communication with stakeholders during incident resolution.

Governance, Risk & Compliance:

• Identify and mitigate risks related to IT operations through effective controls, policies, and monitoring.

• Ensure compliance with internal standards and external regulations, including data protection and cybersecurity requirements.

• Maintain audit readiness and support internal and external audit activities.

Change Management:

• Oversee change management processes to ensure that changes to key systems are documented, reviewed, and approved.

• Ensure alignment with Group Technology policies and frameworks.

• Minimize risk and disruption from system changes through effective planning and communication.

Qualifications

• 8+ years of experience in IT service operations, preferably within the insurance or financial services industry.

• Proven leadership in managing cross-functional technology teams and service delivery.

• Strong understanding of ITIL or similar service management frameworks; ITIL certification preferred.

• Experience with governance, risk, and compliance in a regulated environment.

• Familiarity with property & casualty insurance operations is a strong plus.

• Excellent communication and stakeholder management skills.

• Ability to work effectively in a hybrid environment and across multiple time zones.

• Must reside in Atlanta or an outlying area that is aligned to in-office activity ~3 days per week.

What We Offer:

• Competitive salary and bonus (based on personal & company performance)

• 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 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

• Recipient of 2021 Cigna’s Well-Being Award 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

Salary: $150-$175k

The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment.

**Please note that this position is hybrid and requires three (3) days in our office weekly**

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