IT Operations Director

Location: Hybrid, with in-office presence at least 1 day per week, in Boston, Chicago, London, or Warsaw.

Salary: $157,000–$188,500 annualized in Boston; $150,500–$180,500 annualized in Chicago. Annual discretionary performance bonus may also apply.

Company

Bain & Company is a global consulting firm whose Technology Solutions Group supports technology operations, product engineering, service management, and security operations.

What you will do

• Lead consolidated Tier 2 operations across infrastructure, digital workplace, and cloud operations.
• Own the Vulnerability and Patch Management Centre of Excellence, including patching lifecycle, remediation standards, compliance reporting, and automated remediation workflows.
• Establish operational rhythms, triage rotations, escalation protocols, follow-the-sun handovers, and performance standards.
• Lead a geographically distributed operations team and scale support capabilities with Talent Acquisition and managed service providers.
• Improve service reliability through observability, monitoring, incident response, automation, self-healing, and continuous improvement.
• Coordinate Tier 1–3 escalations and partner with Service Management, Security Operations, engineering, and senior business leaders.

Requirements

• Strong knowledge of ITIL service management frameworks and practical experience with incident, event, and problem management; ITIL v3 or v4 certification is preferred.
• Senior management or associate director experience in technology operations, infrastructure operations, platform or cloud operations, or IT service management.
• Experience managing multi-domain operational support functions across geographies and time zones, including on-call rotations, major incident management, and cross-team escalation frameworks.
• Practical experience with observability and monitoring tools such as Datadog, Dynatrace, Splunk, or equivalent platforms.
• Understanding of vulnerability management and patching tools such as Wiz, Qualys, Tenable, CrowdStrike, Intune/SCCM, or equivalent, including vulnerability scoring, prioritization, and remediation service levels.
• Familiarity with AWS, Azure, and/or GCP and the operational challenges of hybrid infrastructure environments.
• Experience with IT service management platforms, ideally ServiceNow, across incident, change, and problem management workflows.
• Hands-on experience with automated remediation workflows, self-healing infrastructure patterns, or event-driven operational automation.
• Experience leading vulnerability management and patching capabilities at enterprise scale, including compliance reporting and remediation governance.
• Experience building and developing geographically distributed operations teams; ability to partner with engineering, service management, security operations, and senior business leaders.
• Operationally rigorous, data-driven approach with a bias toward action and continuous improvement mindset.

Nice to have

• Experience in professional services, financial services, or a similarly complex global enterprise.
• ITIL v4 Managing Professional or relevant cloud operations certifications, such as AWS Solutions Architect or Azure Administrator.
• Security certifications such as CompTIA Security+ or CISSP.

Culture & Benefits

• Permanent full-time employment within a globally distributed technology organization.
• Medical, dental, and vision premiums fully covered for individual employees.
• Generous paid time off, including parental leave, sick leave, and paid holidays.
• Fully vested 401(k) contribution of 4.5%, increasing after 3 years of service.
• Paid life and long-term disability insurance.