AI-Driven Digital Operations Center Leader

Brown & Brown; Daytona Beach (FL); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Health Benefits

401k

Paid Time Off

Employee Discounts

Mental Health Support

Job summary

Brown & Brown seeks a Digital Operations Center Leader to define and execute the enterprise strategy for proactive service operations, reliability engineering, and digital operational excellence in Daytona Beach, FL or Plano, TX. This leader will transform a traditional command center into a modern, AI-enabled DOC delivering measurable improvements in availability and customer experience.

You will oversee Major Incident Management, Monitoring & Observability, and SRE evolution while managing a

Qualifications

• 10+ years of progressive IT Operations leadership experience.
• Experience leading Digital Operations Centers, NOCs, Command Centers, or equivalent enterprise operations functions.
• Strong knowledge of Monitoring & Observability, Incident Management, Event Management, Problem Management, and Service Reliability.
• Experience managing large managed service providers.
• Experience leading enterprise operational transformation initiatives.
• Excellent executive communication and stakeholder management skills.

Responsibilities

• Develop and execute the enterprise Digital Operations strategy aligned with Business Resilience and Service Management objectives.
• Build and lead a command center that is modern, AI-enabled and focused on proactive detection, prediction, and automated response.
• Establish enterprise standards for monitoring, observability, event management, and service health across infrastructure, cloud, applications, networks, endpoints, and business services.
• Lead and mature Major Incident Management, ensuring rapid detection, coordinated response, effective communications, and continual improvement.
• Build and mature Site Reliability Engineering (SRE) practices focused on improving availability, reliability, resiliency, and operational excellence.
• Drive adoption of AI, automation, intelligent event correlation, predictive alerting, and self-healing capabilities to improve scalability and reduce manual effort.
• Develop operational dashboards and executive reporting focused on business service health, customer experience, operational trends, and service reliability.
• Lead the strategic relationship with the managed services provider, establishing governance, performance metrics, continual improvement plans, and accountability for outcomes.
• Partner closely with Infrastructure, Security, Service Management, End User Computing, Enterprise Applications, and Business leaders to improve operational maturity and customer experience.
• Drive root cause elimination and continual service improvement through Problem Management, analytics, and engineering discipline.

Skills

IT Operations Leadership

Digital Operations Center

Executive Communication

Vendor Management

SRE

Education

ITIL 4 Certification

Tools

Datadog

Dynatrace

Splunk

AppDynamics

New Relic

Grafana

ServiceNow ITSM/ITOM

Job description

Brown & Brown seeks a Digital Operations Center Leader to define and execute the enterprise strategy for proactive service operations, reliability engineering, and digital operational excellence in Daytona Beach, FL or Plano, TX. This leader will transform a traditional command center into a modern, AI-enabled DOC delivering measurable improvements in availability and customer experience.

You will oversee Major Incident Management, Monitoring & Observability, and SRE evolution while managing a