IT Operations Director

As Director, you will lead Bain’s global Tier 2 IT operations and the Vulnerability & Patch Management Centre of Excellence. You’ll drive consistent, scalable support across infrastructure, cloud, and digital workplace domains, while improving observability, automation, and incident response. You work cross-functionally with security, engineering, and service management to strengthen service reliability and remediation governance. This role combines strategic leadership with hands-on program delivery in a fast-paced, global environment.

• comprehensive benefits and wellness program
• fully paid medical, dental, and vision premiums
• generous paid time off including parental leave
• 401(k) with company contribution
• life and long-term disability insurance
• annual fitness reimbursements

• Lead global Tier 2 operations across infrastructure, digital workplace, and cloud
• Own and run the Vulnerability and Patch Management Centre of Excellence with standardized operating cadences
• Establish and optimize operating rhythms, triage rotations, escalation protocols, and handovers
• Develop geographically distributed operations teams and foster accountability and continuous learning
• Partner with Talent Acquisition and managed service providers to scale capabilities
• Onboard and align additional teams into the Tier 2 function
• Define and own Tier 2 performance measures (MTTR, uptime, automated resolutions)
• Report performance and risk metrics to senior leadership; drive visibility into trends and capacity
• Lead improvement initiatives to reduce unplanned work and improve reliability
• Implement event-management integrations (Datadog, Wiz, CrowdStrike, ServiceNow) and advance observability
• Mature 24/7 operations, incident response, and self-healing automation
• Oversee escalation processes across Tier 1–3 and optimize handoffs with Service Hub
• Collaborate on continuous improvement, knowledge management, and root cause analysis
• Own patching lifecycle automation and remediation governance with Security Operations
• Contribute to change coordination and proactive, intelligence-led support
• Embed proactive support practices across global tech operations

• ITIL knowledge with practical incident, event, and problem management experience (ITIL v3/v4 preferred)
• Leadership of technology operations at senior management or associate director level
• Experience consolidating multi-domain, geographically distributed operational support
• Experience establishing on-call rotations and major incident management in a global setting
• Hands-on experience with observability/monitoring tools (Datadog, Dynatrace, Splunk)
• Experience with vulnerability management and patching tools (Wiz, Qualys, Tenable, CrowdStrike, Intune/SCCM)
• Familiarity with AWS, Azure, and/or GCP and hybrid infrastructure challenges
• Experience with IT service management platforms (ServiceNow) across incident/change/problem workflows
• Operationalizing automated remediation workflows, self-healing patterns, or event-driven automation
• Leadership of enterprise-scale vulnerability management and patching with compliance reporting
• People leadership of geographically distributed teams; cross-functional collaboration with engineering, security, and leadership
• Industry experience in professional services, financial services, or complex global enterprises
• Cloud operations or ITIL certifications (advantageous: ITIL v4 Managing Professional, AWS/Azure administrator)
• Hybrid work model requiring in-office presence at least 1 day/week
• Compensation details and benefits are as per location; no explicit education requirement stated

• leadership and people development
• strong collaboration across functions
• data-driven decision making
• Datadog
• Dynatrace
• Splunk