Digital Operations Center Leader

Brown & Brown, Inc.; Daytona Beach, Northern (FL, KY); Hybrid; USD 170,000 - 250,000; Full time

Benefits offered by this job

Health benefits

401k

Employee education support

Student loan assistance

Paid time off

Job summary

Brown & Brown, Inc. seeks a Digital Operations Center Leader to transform its command center into an AI-enabled, proactive, enterprise-wide DOC in Daytona Beach, FL or Plano, TX.

Lead 24x7 operations, SRE practices, and executive reporting, partnering with infrastructure, security, and business leaders to improve service reliability. The role drives Major Incident Management, monitoring, AI-driven automation, and improved teammate experiences while overseeing a third-party MSP and advancing

Qualifications

• 10+ years of progressive IT Operations leadership experience.

Responsibilities

• Develop and execute the enterprise Digital Operations strategy aligned with Business Resilience and Service Management objectives.

Skills

Executive communication

Stakeholder management

Leadership

Problem solving

Tools

ServiceNow ITSM/ITOM

Datadog

Dynatrace

Splunk

AppDynamics

New Relic

Grafana

AIOps

Job description

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers. Brown & Brown is seeking a Digital Operations Center Leader to join our growing team in Daytona Beach, FL or Plano, TX!

The Digital Operations Center Leader is responsible for defining and executing the enterprise strategy for proactive service operations, reliability engineering, and digital operational excellence. This leader will transform a traditional command center into a modern, intelligence-driven Digital Operations Center (DOC) that leverages observability, automation, AI, and predictive analytics to deliver exceptional teammate experiences while improving enterprise service reliability. This role provides strategic oversight of the enterprise Digital Operations Center, Major Incident Management, Monitoring & Observability, Event Management, and the evolution of Site Reliability Engineering (SRE). The Director will also manage the third-party managed services provider responsible for delivering 24x7 Digital Operations capabilities, ensuring services are outcome-based, continuously improving, and aligned with business objectives.

How You Will Contribute

• 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.

Licenses & Certifications

ITIL 4 certification or equivalent experience in the space.

Skills & Experience to be Successful

• 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.
• Preferred Experience with Site Reliability Engineering (SRE).
• Experience with ServiceNow ITSM/ITOM.
• Experience with observability platforms such as Datadog, Dynatrace, Splunk, AppDynamics, New Relic, or Grafana.
• Experience implementing AIOps, DEX, and cloud operations.

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more.

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.

The Power To Be Yourself As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”. We think of ourselves as a team, so we have teammates - not employees. We strive to attract people who are competitive, driven, and disciplined. Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Founded in 1939 as a small, two-partner firm, Brown & Brown (NYSE: BRO) and our team of companies have grown into one of the world’s largest insurance brokerages while staying true to our foundation of trust, resilience, and delivering results. With a team that is as connected locally as it is globally, our high-performing, highly collaborative team delivers innovative risk and insurance solutions. We look for individuals who embrace our culture, thrive in a collaborative environment, are driven to grow and succeed, and are committed to always doing what is right. With a unique culture built on integrity, superior capabilities and grit, we value teamwork, trust and courage. We think of ourselves as a team, so we have teammates—not employees, and leaders—not managers. Everything we do is about the greater “WE”—never “me.”While diverse in abilities and experience, we are all connected through our core values, a commitment to our local communities and a shared mission—always doing what is best for our customers.