At Allstate, great things happen when our people work together to protect families and their belongings from life's uncertainties. Our innovative drive has kept us a step ahead of our customers' evolving needs for over 90 years.
We've been advocates for seat belts, air bags, and graduated driving laws, and we're an industry leader in pricing sophistication, telematics, and device and identity protection.
Your Role in the Team
The Director, Technology Service Operations & Major Incident Management, is responsible for a global team of technology professionals within the Architecture, Compute & Engineering (ACE) organization.
This role reports to the VP, Compute Services, and engages with the entire Allstate Technology Solutions organization as well as Enterprise Risk Management, supporting hundreds of technology products through various teams.
Main Responsibilities
* Operational Excellence:
o Lead the Network Operations Center, ensuring consistent performance and availability of critical systems across the technology's organization infrastructure.
o Lead the Production Control organization, focused on the quality execution of millions of batch and open systems jobs on a monthly basis.
o Manage highly disciplined execution of installation, operation, and decommissioning of critical enterprise infrastructure across multiple data centers.
o IT Hardware and Software Asset Management along with end-user compute and telecom provisioning.
* Crisis Management:
o Lead the Enterprise Command Center, developing and implementing crisis response strategies, ensuring rapid resolution of incidents to minimize business disruption.
o Serve as the executive point of contact during technology crises, coordinating cross-functional responses and communications.
o Continuously improve incident management processes through post-incident reviews and adoption of best practices.
o Drive Availability Analytics and metrics across ATS.
* Strategic Leadership:
o Align operational teams with the organization's long-term strategic goals and objectives.
o Drive innovation and modernization efforts across legacy and heritage systems, ensuring compatibility with evolving technologies.
o Establish and enforce metrics-driven performance standards to guide decision-making and resource prioritization.
* Collaboration and Stakeholder Management:
o Partner with technology and business leaders to understand operational needs and deliver tailored solutions.
o Communicate strategies, progress, and challenges effectively to senior leadership and stakeholders.
o Build strong relationships across departments to foster a culture of collaboration and shared accountability.
Supervisory Responsibilities
This job has supervisory duties, leading multiple product and platform management roles.
Essential Skills
All applicants must demonstrate they have a legal right to work in the UK for employment at Allstate.
Allstate is not providing sponsorship for this vacancy.
Minimum 5 years of experience with increasing levels of responsibility in business-oriented technology leadership experience or related business leadership experience.
Minimum 5 years of experience in incident response services or threat services, including strong knowledge of enterprise command center operations and crisis management frameworks.
Minimum 2 years of experience leading teams within a Dev Ops or Cloud environment.
Minimum 5 years of experience leading global teams in high-pressure environments and strategic IT operations, including network infrastructure, data centers, and production control.
Desirable Skills
Demonstrated ability to build strategic partnerships and lead indirect resources through influence.
Expertise in designing and implementing metrics and KPIs for operational performance.
Ability to navigate and modernize legacy systems while maintaining operational stability.
Experience presenting and representing services to executive leadership and board-level reporting.