Service Manager - Cloud & Infrastructure

Church Mutual Insurance Company, S.I.•Merrill, WI

2d•Hybrid

About The Position

The IT Service Manager – Cloud & Infrastructure Operations leads the delivery of reliable, secure, and scalable cloud and infrastructure platforms at Church Mutual Group. This role is accountable for the day‑to‑day operations of shared technology platforms that support enterprise applications and business services. The position provides technical leadership and direction for platform engineering capabilities across cloud and on‑premises environments, networking, and security domains. Operating as a principal‑level contributor, the role partners closely with architecture and engineering teams to define technical strategy, guide solution design, and ensure operational excellence. Key focus areas include team leadership, resource and capacity management, vendor coordination, and continuous service improvement to enhance performance, customer satisfaction, and cost efficiency.

Requirements

Bachelor’s degree in information technology, Computer Science, or a related field.
Minimum of 5 years of experience in IT operations or a related field, with at least 2 years in a supervisory or management position.
Strong experience with on prem and cloud platforms and the operations necessary to support these environments
Familiarity with IT service management (ITSM) frameworks such as ITIL.
Strong leadership and team management skills.
Excellent problem-solving and analytical abilities.
Outstanding communication, interpersonal, and customer service skills.
Proficiency in using IT tools and technologies.
Ability to manage multiple priorities in a fast-paced environment.
Strong understanding of regulatory requirements and compliance standards related to IT operations.

Responsibilities

Participate in the development and implementation policies and procedures to deliver Cloud & Infrastructure Operations services.
Operates with near-complete autonomy and collaborates seamlessly across the IT organization. Makes architecture-level decisions. Identifies future-state needs. Engages directly with senior IT leadership to shape priorities and roadmaps.
Drives transformational improvements in detection, response, resilience, and control architecture. Establishes standards, governs technical patterns, and evaluates advanced tooling.
Acts as the top technical mentor and thought leader within the engineering and operations track. Influences Engineering, Architecture, and other stakeholders. Supervises direct reports with strong technical leadership.
Supervise and mentor IT staff in Cloud & Infrastructure Operations, fostering a collaborative and high-performance environment.
Oversee daily operations, including task assignments, workload distribution, and performance management.
Oversee staffing, training, performance management goals and evaluations, and contribute to department workforce planning initiatives.
Allocate resources effectively to meet business and operational goals.
Monitor and control operational expenses, optimizing cost-efficiency.
Enforce security policies and ensure compliance with regulatory and industry standards.
Collaborate with security teams to manage risk and protect organizational assets.
Contribute to budgeting and resource planning
Ensure reliability and performance of IT services, platforms and supporting infrastructure.
Monitor and manage system operations, proactively addressing issues and minimizing downtime.
Utilize ITIL framework, industry best practices and key-performance indicators for monthly reporting of performance.
Identify and implement opportunities to enhance operational efficiency and service quality.
Standardize and document operational procedures, ensuring consistent execution.
Provide regular updates to leadership on operational health and initiatives.
Implement automation and other technologies to streamline operations
Lead response efforts for major incidents and root cause analysis.
Implement corrective actions to prevent recurrence and improve resilience.
Support strategic projects and initiatives by providing expertise and oversight of IT resources.
Ensure successful implementation and integration of new technologies and systems.
Track and report on key performance indicators (KPIs) and service level agreements (SLAs).
Manage relationships with vendors, contractors, and internal stakeholders.
Ensure third-party services meet performance and compliance expectations.
Serve as the primary point of contact for IT platform related escalations, inquiries and issues.
Build and maintain strong relationships with internal and external stakeholders to ensure their satisfaction with IT services.
Collaborate with other IT and business units to align IT initiatives with organizational goals.
Perform vendor negotiations, contract management, escalation, purchase request, and invoice verification.