Head of AI-Driven Digital Operations & Reliability

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

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.