Director of IT Operations (hybrid)

Job Description

MetLife Legal Plans is currently hiring a Director of IT Operations for our Technology team here in Cleveland, OH.

The position will be a hybrid role, with requirements to be in the Cleveland, OH office periodically.

This resource will report directly into our Senior Director of Engineering.

Who We Are:

MetLife Legal Plans is the leading consumer legal service in the United States. Whether you are making a will after starting a family, negotiating the contract on your dream home, or just want the peace of mind of having our network of 18,000+ attorneys on your side, we make it easy and affordable to get quality legal help.

We are trusted by nearly 5 million families and more than 200 Fortune 500 companies who provide our service as an employee benefit.

It’s an exciting time to join our team. We are growing quickly and have a bold vision for our future as we evolve our company to dream bigger, move faster, and use creativity and technology to build products people love.

MLP's Success Principles:

• We change and innovate for sustained performance
• We collaborate and empower each other to succeed
• We deliver for our customers
  
  

A Day in the Life of our Director of IT Operations at MetLife Legal Plans:

• Provide overall IT Operations governance while directing a team of associates, external vendors, and advisors
• Support two on-site locations, one in Cleveland, Ohio and the second in Henderson, Nevada
• Plan, implement and monitor changes in hardware and software infrastructure configurations to improve efficiency, reliability, security, and customer service
• Ensure IT Operations projects are in alignment with organizational goals and delivered on time within budget
• Work with team to identify and eliminate security vulnerabilities with solutions that increase data safety
• Manage IT Operations staff, which includes hiring, training, professional development, and guidance
• Identify technology needs and make recommendations to Senior Director of Engineering, CTO, and business leaders
• Ensure the IT Operations team’s adherence to security best practices, guidelines, and compliance
• Maintain company on-premises hardware, networking solutions, and commercially available software
• Ensure hardware and software are kept current and refreshed per company standards
• Provide communication and collaboration solutions for company
• Establish quantitative and qualitative metrics, guidelines, and standards by which IT Operations’ efficiency and effectiveness can be evaluated; identify opportunities for improvement
• Implement policies and procedures that will improve day-to-day operations
• Improve customer service and end-user satisfaction of the IT Operations team through policy and procedural changes using data to guide these decisions
  
  

Requisition Requirements:

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, or related field preferred.
• 5+ years of experience in IT Operations, supervising technology teams
• Experience leading IT Operations in5 a Digital Product Company or a company that has implemented an Agile methodology
• Preferred experience with Webex Contact Center.
• Proven ability to effectively lead and meet business objectives in a global, collaborative, and high-performance work environment
• Advanced knowledge of enterprise architecture in IaaS, identity and access management, collaboration platforms, and security technology
• Change enablement knowledge and ability to operate effectively in fast paced environment
• Understanding of IT Service Management (ITSM) and the IT Infrastructure Library (ITIL) version 4 frameworks and how to implement them in an agile environment
• Knowledge of cloud hosting platforms
• Knowledge of a modern tech stack of cloud applications
• Results-oriented with project management skills – especially agile project management
• Candidate must have proven ability to resolve issues, mitigate roadblocks, and meets all financial and management goals on time consistently and collaboratively
• Excellent team management, coaching, and mentoring skills
• Business acumen with the ability to understand business priorities, operations, and IT enablement potential
  
  

Candidate Characteristics:

• Foster collaboration and effective teamwork
• Ability to see the bigger picture
• Flexible and adaptable to an everchanging business
• Servant leadership capabilities
• Ability to communicate effectively with cross-functional departments, upper-level executives, senior management, etc.
• Get-it-done mentality
  
  

Travel:

This position requires up to 10% travel.

MLP is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.

MLP is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

MLP is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.

MLP is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MLP without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MLP maintains a drug-free workplace.