Director, IT Operations in Winston-Salem, NC at National General Insurance

Date Posted: 9/28/2018

Job Snapshot

  • Employee Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Primary Purpose:

Provide leadership and direction to the IT Operations and Service Delivery teams. Develop and coordinate strategic and tactical plans to guide the implementation and support of IT shared services to include service desk, end user computing, and change control activities in a 24/7 operational environment. Assure appropriate hardware, software, staffing and services are in place to meet the needs of the company and the end user community.  Assist with the creation and management of departmental budgets and ensure compliance with IT standards, policies, and procedures.


Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Lead monthly executive level operational reporting process
  • Evaluate and recommend software, hardware and services relevant to the IT operating needs of the company, as well as individual business units
  • Leverage IT Information Library (ITIL) process such as Service Strategy, Service Design, Service Transition, Service Operations, and Continuous Improvement to create and manage new services that deliver enterprise value
  • Maintain an understanding of the IT Service Management (ITSM) landscape and National General’s IT strategy to ensure proper prioritization and appropriate staffing of the end user support and engineering function to support a highly mobile organization
  • Identify and manage any Managed Service Providers (MSP) that aid in the delivery of the end user support function
  • Define and manage to SLAs, OLAs, and KPIs for IT Service areas and establish monitoring, auditing, and governance processes
  • Identify trends and patterns in the ITSM platform data set to drive change and justify business decisions
  • Manage the ITSM platform as an enterprise resource acting as primary point of contact within and outside of the department
  • Help drive IT transformation globally across the organization to achieve standardization, harmonization, and cost optimization along with ongoing continuous improvements
  • Identify and integrate analytics, promote automation, and implement other digital capabilities into the service and operations portfolio to more effectively and efficiently support organization
  • Leverage customer feedback to continuously improve service offerings by ensuring end users’ current and future needs are met/exceeded
  • Assist with driving complex cross-functional and/or cross-departmental issues or escalations to resolution
  • Responsible for the acquisition, implementation and ongoing management of computing assets including enterprise license agreements and software license management 
  • Provide coaching, mentoring and continuing skills development of staff members in the IT business units
  • Establish and maintain effective communications with all operational areas internal and external to IT as may be necessary to ensure technology needs are identified and systems resources are available when needed
  • Motivate, organize, mentor, and manage Infrastructure and Operations team members who are geographically distributed across the country
  • Perform other duties as assigned


Minimum Skills and Competencies:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor Degree or in-lieu of degree equivalent education, training and work-related experience
  • 8+ years of progressive experience in a Service Delivery Role
  • 5+ years of experience in ITIL based Enterprise IT services to include incident, problem, change & configuration management processes and procedures
  • Experience in planning, organizing, and managing multiple projects independently
  • Highly developed oral and written communication and presentation skills
  • Ability to interact effectively in a multi-functional, diverse work environment
  • Strong leadership and management abilities
  • Ability to lead cross functional project teams in implementing projects of a complex nature
  • Demonstrated critical thinking and planning at a strategic, global level
  • Ability to translate strategic plans into specific objectives, and to create and execute project plans to achieve objectives
  • Must be able and willing to travel domestically 25+ % of the time


Desired Skills:

  • Bachelor Degree in Information Systems or related major
  • 10+ years of progressive experience in a Service Delivery Role
  • Strong financial management skills in budgeting, forecasting, and cost control
  • A deep understanding of the interdependent relationship between infrastructure, information security and the applications/services they enable as well as the criticality of maintaining strong connections between the respective teams within IT
  • Functional understanding of project management principles and their application to Infrastructure projects and teams
  • Formal project management expertise preferred, PMP certification a strong plus
  • Professional certifications to include one or more of the following: Project Management Professional, MCSE, or CCNA
  • Strong understanding of regulatory compliance standards and frameworks such as HIPPA, PCI, SOX, NIST, and ISO27001, and applicability in financial services or large, publicly traded organizations

Job Requirements


About National General Holdings:

National General Holdings Corp. is headquartered in New York City. National General traces its roots to 1939, has a financial strength rating of A– (excellent) from A.M. Best, and provides personal and commercial automobile, homeowners, umbrella, recreational vehicle, motorcycle, supplemental health, and other niche insurance products. We are a specialty personal lines insurance holding company. Through our subsidiaries, we provide a variety of insurance products, including personal and commercial automobile, homeowners, umbrella, recreational vehicle, supplemental health, lender-placed and other niche insurance products.

National General is a fast paced, dynamic, and entrepreneurial organization. Our team members live by and exemplify what we call the 4Es. At National General, we are Energized, Engaged, Empowered, and we Execute every day in order to provide an exceptional experience for our customers! We are passionate about our organization and the value that we add every day. A successful candidate with National General will embody the 4Es. Our team is poised to outperform the competition. We are National General Insurance and with us you can be extraordinary! Come join our team!

Companies and Partners

Direct General Auto & Life, Personal Express Insurance, Century-National Insurance, ABC Insurance Agencies, NatGen Preferred, NatGen Premier, Seattle Specialty, National General Lender Services, ARS, RAC Insurance Partners, Mountain Valley Indemnity, New Jersey Skylands, Adirondack Insurance Exchange, VelaPoint, Quotit, HealthCompare, AHCP, NHIC, Healthcare Solutions Team, North Star Marketing, Euro Accident.

In addition to a phenomenal career opportunity, National General Insurance offers an excellent benefits package including:

• Paid Training
• Medical, Dental, Vision benefits
• Wellness Programs
• Life and Short/Long Term Disability Insurance
• 401k w/ Company Match
• Company Paid Holidays & Generous Time-off policy
• Employee Discount Program
• Career Advancement and Development Opportunities
• On-site Healthcare Clinic (Winston-Salem and Cleveland offices)
• On-site Fitness Center (Cleveland and Dallas offices)
• Subsidized parking (Cleveland office)

National General Holdings Corp. is an Equal Opportunity (EO) employer – Veterans/Disabled and other protected categories. All qualified applicants will receive consideration for employment regardless of any characteristic protected by law. Candidates must possess authorization to work in the United States, as it is not our practice to sponsor individuals for work visas.

In the event you need assistance or accommodation in completing your online application, please contact NGIC main office by phone at (336) 435-2000.