Digital Operations Center Leader

Brown & Brown; Plano (TX); On-site; USD 180,000 - 230,000; Full time

Benefits offered by this job

Health benefits

ESPP

401(k)

Student loan assistance

Tuition reimbursement

Mental health services

PTO & holidays

Job summary

Brown & Brown in Plano, TX is seeking a Digital Operations Center Leader to define and drive the enterprise DOC strategy, modernization, and proactive service operations.

You will build an AI-enabled command center, mature SRE practices, and 24x7 monitoring, coordinating with an MSP and internal teams to improve availability.

The role requires ITIL expertise, executive communication, and a track record of leading large-scale transformations across infrastructure and cloud environments.

Qualifications

• ITIL 4 certification or equivalent experience in IT service management.
• Proven track record leading large Digital Operations Centers/NOC environments.
• Experience managing enterprise-scale operations and MSP relationships.

Responsibilities

• Define and execute the enterprise DOC strategy aligned with resilience and service management.
• Build and lead a modern, AI-enabled command center focused on proactive detection and automated response.
• Lead Major Incident Management and improve service reliability across infrastructure, cloud, and applications.
• Manage the relationship with the MSP delivering 24x7 DOC capabilities and ensure outcomes.
• Partner with cross-functional leaders to raise operational maturity and customer experience.

Skills

IT Operations Leadership

Digital Operations Center

NOC/Command Center

Monitoring & Observability

Incident Management

Event Management

Problem Management

Service Reliability

MSP Management

Stakeholder Management

Executive Communication

Education

ITIL 4 certification

Tools

ServiceNow ITSM/ITOM

Datadog

Dynatrace

Splunk

Grafana

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.

Recruiting Vendor Disclosure Statement

Brown & Brown does not accept unsolicited resumes from external recruiters, recruitment vendors or employment agencies ("Recruiting Vendors"). Recruiting Vendors must have a valid written agreement and received prior written authorization from an authorized Brown & Brown representative before submitting candidates for any publicly posted role. Any unsolicited resumes submitted to Brown & Brown or its employees become the property of Brown & Brown, and no fees will be paid for such submissions. Additional information regarding this policy can be found on our careers page.

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”.