Director Operations – Managed Services Enablement

Insurance Office of America•Jacksonville, FL

3d•Onsite

About The Position

This role is responsible for enabling successful adoption of Managed Services across the business by preparing, educating, and supporting business leaders through transition and ongoing operations. This role ensures Managed Services arrangements are effectively embedded into business processes, that leaders understand their responsibilities, and governance requirements are consistently met, including Quality Control. Acting as the primary bridge between business leadership and the Managed Services Governance team, this role ensures alignment between strategic intent, operational execution, and compliance expectations.

Requirements

Bachelor's degree required
10+ years of experience in risk, operations, business reporting, and/or analysis.
10+ years of progressive leadership experience, including program management and managed services vendor management.
5+ years of experience working with business stakeholders in a cross-functional matrix environment.
Background in business operations, transformation, or service delivery governance.
Excellent stakeholder management and influencing skills at the senior leadership level.
Ability to translate governance frameworks into practical, business-friendly guidance.
Strong facilitation, training, presentation, and communication skills.
Exceptional communication, leadership, influencing, and interpersonal skills with the ability to drive change in a cross-functional environment.
Self-motivated, decisive, and adaptable to changing priorities and business needs.
Strong influencing and relationship-building skills.
Proficient in English.
Advanced proficiency with Microsoft Office Suite and related business applications.

Nice To Haves

MBA or Master's degree preferred.
Experience in change management or organizational transformation strongly preferred.
Familiarity with service management frameworks (ITIL or equivalent) preferred.

Responsibilities

Partner with business leaders to assess readiness for Managed Services initiatives.
Support the development of Managed Services adoption plans, including transition timelines, stakeholder engagement strategies, and risk considerations.
Identify capability gaps within business teams and coordinate targeted training and enablement.
Provide hands-on support during planning and early-stage transitions to ensure smooth onboarding of outsourced services.
Promote best practices and standard methodologies for effective Managed Services adoption.
Educate business leaders on Managed Services models, operating structures, and engagement expectations.
Coordinate training sessions covering: Roles and responsibilities in outsourced operating models, Service management fundamentals, Vendor engagement and performance management, Escalation pathways and decision rights.
Ensure business stakeholders understand how to effectively manage and interact with outsourced providers.
Develop detailed guidance materials, playbooks, and reference documentation for ongoing use.
Serve as the primary liaison between business units and the Managed Services Governance team.
Ensure business leaders understand and adhere to governance frameworks, policies, and controls.
Facilitate compliance with contractual obligations, regulatory requirements, and internal standards.
Coordinate preparation for governance forums, audits, and performance reviews.
Ensure appropriate documentation is maintained for Managed Services arrangements, including roles, responsibilities, and service expectations.
Define and reinforce clear roles and responsibilities between: Business owners, Service providers, Governance functions.
Ensure accountability structures are understood and followed by all stakeholders.
Support resolution of ambiguity in decision rights or operational ownership.
Act as an escalation point for role confusion or governance breakdowns.
Manage the offshore Quality Control Team, including oversight, parameter development, calibrations, audits, and performance monitoring.
Work with governance teams to monitor Managed Services performance metrics and service outcomes.
Identify recurring issues or inefficiencies in outsourced operating models.
Recommend and support improvements to governance processes, operating models, and engagement practices.
Capture lessons learned and incorporate them into continuous improvement initiatives.
Support change management efforts related to Managed Services initiatives.
Develop communication plans to ensure business stakeholders are informed and engaged.
Help leaders manage cultural and operational shifts associated with Managed Services adoption.
Reinforce adoption of new ways of working across business units.
Perform other duties as deemed necessary and appropriate by management.
Provide backup support for teammates as needed.
Participate in training, mentoring, and ongoing professional development of team members and new hires.
Ensure professional skills are continuously improved through internal and external development opportunities.
Participate in team-building and other organizational activities.