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About the Role
Join Bain’s Technology Solutions Group (TSG) as an IT Operations Director, leading a globally distributed Tier 2 Operations capability across infrastructure, digital workplace, and cloud operations. You will also lead our Vulnerability and Patch Management Centre of Excellence, partnering across technology and security teams to enhance service reliability, operational consistency, and vulnerability remediation.
Responsibilities
- Lead the day-to-day coordination and delivery of the consolidated Tier 2 Operations function across infrastructure, digital workplace, and cloud operations.
- Own and run the Vulnerability and Patch Management Centre of Excellence, leading its practitioners and establishing consistent operating standards, cadence, and ways of working.
- Establish an effective operational rhythm across teams, including daily stand-ups, triage rotations, escalation protocols, and follow-the-sun handovers.
- Lead and develop a geographically distributed operations team, fostering accountability, customer focus, and continuous learning.
- Partner with Talent Acquisition and managed service providers to build and scale operational support capabilities.
- Manage the onboarding and operational alignment of additional support teams into the Tier 2 function.
- Help define and own key Tier 2 performance measures, including mean time to resolution, uptime, automated incident resolution rate, and unplanned work ratio.
- Own vulnerability and patch management measures, including patch compliance, adherence to remediation targets, mean time to remediate, and automated remediation coverage.
- Provide regular performance reporting to the VP of Global Tech Operations, creating visibility into operational trends, vulnerability posture, risks, and capacity considerations.
- Lead operational improvement initiatives that reduce unplanned work and strengthen service reliability.
- Operationalize event-management integrations across platforms such as Datadog, Wiz, CrowdStrike, and ServiceNow.
- Advance the adoption of observability and operational monitoring practices within day-to-day support activities.
- Help mature the 24/7 operating model by improving operational readiness and incident response while identifying opportunities for automation and self-healing.
- Oversee escalation processes across Tier 1, Tier 2, and Tier 3 support teams.
- Partner with Service Hub leadership to strengthen escalation service levels, handoff protocols, and shared reporting.
- Collaborate with Service Management on continuous improvement, knowledge management, and root cause analysis.
- Act as operational owner of the patching lifecycle and automated remediation workflows, partnering with Security Operations on zero-day mitigation and vulnerability governance.
- Participate in change coordination and operational reviews to ensure technology changes are visible, coordinated, and tracked.
- Help embed more proactive, intelligence-led support practices across global technology operations.
Requirements
- Strong knowledge of ITIL service management frameworks, with practical experience supporting incident, event, and problem management processes.
- Experience in technology operations spanning infrastructure operations, platform or cloud operations, or IT service management at a senior management or associate director level.
- Managed or consolidated multi-domain operational support functions across geographies and time zones.
- Experience establishing or managing on-call rotations, major incident management, and cross-team escalation frameworks in a global environment.
- Practical experience with observability and monitoring tools such as Datadog, Dynatrace, Splunk, or equivalent platforms.
- Understand vulnerability management and patching tools such as Wiz, Qualys, Tenable, CrowdStrike, Intune/SCCM, or equivalent solutions, as well as vulnerability scoring, prioritization, and remediation service levels.
- Familiarity with AWS, Azure, and/or GCP and understand the operational challenges associated with hybrid infrastructure environments.
- Experience with IT service management platforms, ideally ServiceNow, across incident, change, and problem management workflows.
- Hands-on experience operationalizing automated remediation workflows, self-healing infrastructure patterns, or event-driven operational automation.
- Led or owned vulnerability management and patching capabilities at enterprise scale, including compliance reporting and remediation governance.
- Experienced people leader who can build and develop operationally focused, geographically distributed teams.
- Comfortable partnering with engineering, service management, security operations, and senior business leaders.
- Bring an operationally rigorous, data-driven approach, a bias toward action, and a continuous improvement mindset.
- Experience in professional services, financial services, or a similarly complex global enterprise is relevant to this role.
Skills
- ITIL service management
- Incident management
- Event management
- Problem management
- Infrastructure operations
- Platform operations
- Cloud operations
- IT service management
- On-call rotations
- Major incident management
- Cross-team escalation frameworks
- Observability tools
- Monitoring tools
- Vulnerability management
- Patching tools
- AWS
- Azure
- GCP
- IT service management platforms
- ServiceNow
- Automated remediation workflows
- Self-healing infrastructure patterns
- Event-driven operational automation
- Compliance reporting
- Remediation governance
- People leadership
- Data-driven approach
- Continuous improvement
Location
- Boston
- Chicago
- London
- Warsaw
Work Type
- Hybrid
- Permanent Full-Time
Experience Level
- Senior management
- Associate director
Education Level
- ITIL v3 or v4 certification is preferred
- ITIL v4 Managing Professional or relevant cloud operations certifications, such as AWS Solutions Architect or Azure Administrator, are advantageous
- Security certifications such as CompTIA Security+ or CISSP are also advantageous
Salary/Compensations
- In Boston, Massachusetts, the good-faith, reasonable annualized full-time salary range for this role is between $157,000–$188,500.
- In Chicago, Illinois, the good-faith, reasonable annualized full-time salary range for this role is between $150,500–$180,500.
- For all other locations, the good-faith, reasonable annualized full-time salary range for this role is commensurate with competitive geographic market rates for this role and will vary based on several factors including, but not limited to, experience, education, licensure/certifications, training and skill level.
Benefits
- Base salary
- Annual discretionary performance bonus
- 401(k) plan with an annual employer contribution based on years of service
- Bain pays 100% individual employee premiums for medical, dental and vision programs
- Generous paid time off, including parental leave, sick leave and paid holidays
- Fully vested 401(k) company contribution
- Paid Life and Long-Term Disability insurance
About the Company
- We are proud to be consistently recognized as one of the world’s best places to work.
- We are currently the top ranked consulting firm on Glassdoor’s Best Places to Work list and have earned the #1 overall spot a record seven times.
- Extraordinary teams are at the heart of our business strategy, but these don’t happen by chance.
- They require intentional focus on bringing together a broad set of backgrounds, cultures, experiences, perspectives, and skills in a supportive and inclusive work environment.
- We hire people with exceptional talent and create an environment in which every individual can thrive professionally and personally.
Equal Opportunity
- It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.