IT Operations Manager

Primary DetailsTime Type: Full timeWorker Type: EmployeeIT Operations ManagerThe Opportunity: The purpose of this role is to oversee the customer experience by delivering quality service and ensuring customer satisfaction. This includes managing the IT Service Desk operations, handling incidents and requests, and ensuring the smooth execution of core IT Service Management processes such as Major Incident, Problem, Change, Configuration Management, and Disaster Recovery.Location: Ramsey, Minnesota, or Fargo, North DakotaWork Arrangement: This role requires 3 days/week in the office at one of the office locations listed above.The salary range for this role is between $100,000-$145,000, depending on experience and locationYour New Role:Lead IT service delivery in alignment with enterprise IT strategy, ensuring high-quality, reliable services across the organization. Own Incident and Request Management processes, driving performance, customer satisfaction, and continuous service improvement.Partner with stakeholders and vendors to deliver effective, efficient IT services and meet agreed service levels.Oversee data center and IT facility operations, ensuring environmental stability across power, temperature, and infrastructure.Maintain physical security of IT facilities, including access controls and risk mitigation measures.Develop and implement policies and procedures to support reliable data center and service operations.Ensure business continuity by supporting disaster recovery planning and execution.Lead and develop teams, including workforce planning for coverage in a 24/7 operational environment.Manage risks across IT services and infrastructure, conducting audits and driving compliance with internal and external standards.Oversee budgets, forecasting resource needs and ensuring cost-effective operations.Drive continuous improvement initiatives across both service management and infrastructure operations.Required EducationBachelor's Degree or equivalent combination of education and work experienceDegree in Computer Science, Civil Engineering, Management Information Systems, Software Engineering or related field preferredITIL V3 foundation certificate required.Required Experience 7+ years relevant experience​​ Preferred Competencies/SkillsAnticipate obstacles by identifying root causes and developing effective solutionsAnalyze risks, benefits, and opportunities to support long-term organizational goalsManage vendor relationships and oversee complex project deliveryLead, coach, and develop team members while providing clear performance feedbackDevelop, implement, and evaluate policies, ensuring compliance with established processesCoordinate logistics and operational support for IT facilities, including equipment oversight to prevent disruptionsCommunicate clearly and professionally across stakeholdersRemain composed and decisive in fast-paced, unpredictable environmentsAdapt to change and guide others through evolving prioritiesManage multiple projects and responsibilities concurrently and effectivelyMaintain availability to support data center operations as neededPreferred ExperienceExperience managing data centers in multiple locations Experience managing or leading others in a service oriented process driven environmentPreferred KnowledgeAdvanced knowledge of principles, strategies and best practices for the management and support of data centers and IT facilitiesAdvanced knowledge of principles and methods for ensuring security and environmental stability within data centers and IT facilitiesBusiness and management principles involved in strategic planning, resource allocation, leadership technique, and coordination of people and resourcesFundamental IT concepts, systems, platforms, tools and technologies, hardware, software and servicesQBE, a global insurance leader, is the proud parent company of NAU Country Insurance Company. NAU Country writes in 48 states and has nine locations nationwide. Together, we combine the history, expertise, innovation, and a shared commitment to excellence to provide unparalleled insurance solutions to our customers and communities worldwide.Compensation Package: The salary range for this role is provided above. This is the national range for location(s) listed. The salary offer will be decided based on the role's complexity, its location, and the candidate’s professional background, including their education and experience. Beyond the base salary, regular full-time and part-time employees will also be eligible for QBE’s annual discretionary bonus plan based on business and individual performance. We encourage all candidates to apply, even if their salary expectations fall outside of this range, as we are committed to finding the right fit for our team.QBE Benefits: We offer a range of benefits to help provide holistic support for your work life, whatever your circumstances. As a QBE employee you will have access to:Hybrid Working – a mix of working from home and in the office22 weeks of paid leave for family growth, with 12 weeks available to all parents on a gender-equal basisCompetitive 401(k) program with company match up to 8%Well-being program including holistic wellbeing coaching, gym membership, confidential counselling, financial and legal adviceTuition Reimbursement for professional certifications, and continuing educationEmployee Network and Community – QBE actively supports six Employee Networks, and many ways togive back to your communityTo learn more, click here: Benefits | QBE US.Why QBE? What if you could have a positive impact – at work and in the world?At QBE, we’re enabling a more resilient future – for our customers, communities, environment, and for our people. We’re building momentum to achieve something significant and know our people are at the center of our success.Our industry offers interesting and varied careers where you can help people to protect what matters most. As part of the QBE team, you’ll get to spend every day working with people who are passionate, talented and kind. And our international scale means we’re big enough for your ambitions, yet small enough for you to make a real impact.Join us now, so you can be part of our success – and we can be part of yours!Commitment to DiversityQBE is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with QBE, please inform our Talent Acquisition team to let us know the nature of your accommodation request and your contact information.Equal Employment Opportunity:QBE provides equal employment opportunities to applicants and employees without regard to race; color; gender; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; protected veteran status; or disability or any other legally protected status.Supplementary informationSkills:Communication, Critical Thinking, Customer Value Management, Financial Systems, Global IT Infrastructure, Intentional collaboration, IT Service Management (ITSM), Managing performance, Negotiation, Process Improvements, Risk Management, Services Management, Stakeholder Management, Team Management, Technical SupportHow to Apply:To submit your application, click "Apply" and follow the step by step process.Equal Employment Opportunity:QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.SummaryLocation: Ramsey, MN, USA; Fargo, ND, USAType: Full time