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Generali Global Assistance Director of IT Operations in Kansas City, Missouri

Job Summary:

The Director of IT Operations and Infrastructures primary responsibility is to oversee the streamlined operation of the IT Operations department and to ensure it aligns with the business objectives of the Generali Global Assistance North America Organization. This individual?s principal goals are to separate engineering from operations within the IT Operations department, manage IT Operations functions across sites, contribute towards, develop and manage policies, procedures and processes and to attain all IT service level agreements for the user community within the organization.

This Position will plan, coordinate, direct, and design all operational activities of the IT Operations department, as well as provide direction and support for IT solutions that enhance mission-critical business operations. The Director of IT Operations will report directly to the CTO and work closely with decision makers in other departments to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization. Will need to collaborate with others in defining the scope of work for IT operations & support, SLAs, work loads, staff utilization, processes, KPIs.

Principal Duties and Responsibilities:

Strategy & Planning

  • Align with Generali/Europ Assistance Group IT Infrastructure leadership and guidelines

  • Implement ITIL practices across all IT Infrastructure processes

  • Formulate and deploy long-term strategic plans for acquiring and enabling efficient and cost-effective information processing and communication technologies

  • Manage IT department operational and strategic planning, including business requirements, project planning, and organizing and negotiating the allocation of resources

Operational Management

  • Will be the project manager for the IT Operations and Infrastructure department

  • Define and communicate project milestones, service level agreements, and resource allocation to executive team, department leads, support staff, and end users

  • Play an account manager role with the multiple business lines within the organization

  • Implement ITIL process across IT Infrastructure department including and not limited to Incident, Problem and Change management

  • Provide 24/7/365 IT Operations support to the business that will include on prem and cloud based services

  • Continuous Process and cost improvements / optimizations

  • Develop and review budgets for and from IT department divisions and ensure they comply with stated goals, guidelines, and objectives

  • Review performance of IT systems to determine operating costs, productivity levels, and upgrade requirements

  • Vulnerability management, remediation of vulnerabilities within given SLA time frames

  • Enforce Access Control, monitor, create reports

  • Access Rights reviews, improve and monitor usage of Privileged Access Rights

  • Incident Response, BCP / DR documentation, planning, and testing

  • Monthly reports / trends from ticketing system, performance logs, etc.

  • Benchmark, analyze, report on, and make recommendations for the improvement of the IT infrastructure and IT systems

  • Authorize and oversee the deployment, monitoring, maintenance, development, and support of all hardware and software based on department needs

  • Develop business case justifications and cost/benefit analyses for IT spending and initiatives

  • Direct research on potential technology solutions and implementations in support of new initiatives, opportunities, and procurement efforts

  • Oversee provision of end-user services, including help desk and technical support services

  • Develop / contribute and implement all IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision

  • Oversee negotiation and administration of vendor, outsourcer, and consultant contracts and service agreements

  • Manage IT staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions

  • Establish and maintain regular written and in-person communications with the organization?s executives, department heads, and end users regarding pertinent IT activities

Required / Desired Knowledge, Experiences and Skills:

  • 5 years? experience managing and/or directing an IT operation

  • Experience in implementing ITIL practices

  • Proven experience in IT infrastructure strategic planning and development, project management, and policy development

  • Good understanding and technical knowledge of current network and PC operating systems, hardware, protocols, and standards

  • Knowledge of business theory, business processes, management, budgeting, and business office operations

  • Superior understanding of the organization?s goals and objectives

  • Demonstrated ability to apply IT in solving business problems

  • In-depth knowledge of applicable laws and regulations as they relate to IT

  • Strong understanding of human resource management principles, practices, and procedures

  • Strong leadership skills

  • Excellent written, oral, and interpersonal communication skills

  • Ability to work in a matrixed organization

  • Ability to conduct and direct research into IT issues and products

  • Ability to present ideas in business-friendly and user-friendly language

  • Highly self-motivated, self-directed, and attentive to detail

  • Ability to effectively prioritize and execute tasks in a high-pressure environment

  • Extensive experience working in a team-oriented, collaborative environment


  • University degree in the field of computer science or information systems and 10 years related work experience

  • Master?s degree in either of these fields or Master of Business Administration with technology as a core component preferred

Physical Working Environment:

While performing the duties of this job, the employee is required to stand; walk; sit for long periods of time; use of hands to grasp, handle, or feel; reach with hands and arms; finger dexterity; talk; hear. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified.

Generali Global Assistance is an Equal Opportunity Employer M/F/Disability/Veteran