IT Operations Manager

Job Locations US-PA-Exton
Posted Date 3 weeks ago(2/23/2018 4:00 PM)
# of Openings
Information Technology


iPipeline is a leading provider of cloud-based software solutions for the life insurance and financial services industry. Through our SaaS solutions, we accelerate and simplify insurance sales, compliance, operations and support. We provide process automation and seamless integration between every participant in the life insurance industry including carriers, agents (such as financial advisors and independent insurance agents), distributors (such as banks, broker-dealers and general agencies) and consumers. Our innovative solutions enable automated processing for pre-sales, point-of-sale execution of applications, post-sale support, reporting, consumer delivery and agency management.

iPipeline provides the process automation and seamless integration needed on a global basis to make a sale by aggregating more than 120 carriers, 875 distributors and financial institutions, and their producers and licensed advisors in a cloud-based environment. With headquarters in Exton, Pennsylvania, iPipeline has locations in Cheltenham (UK), Fort Lauderdale, Huntersville, Ontario (CA), Philadelphia, Salt Lake City, and Vancouver. Visit


We are currently looking for an IT Operations Manager in the Exton, Pa office. 


Position Overview


The role holder will oversee a variety of activities fulfilling the needs for:

  • An IT OPS focal point for key stakeholders and collaborators on targeted critical initiatives; Improving the communication and responsiveness of our IT Ops service delivery function.
  • An IT OPs leader with a focus on improving the efficiency and effectiveness within the department through initiatives like Incident, Problem, and Change management process improvements.
  • An IT OPs champion of proactive thinking to help change mindsets and practices toward a future culture of proactive service meeting our customer’s needs.


The job responsibilities associated with this role will vary, but will include the following:


  • DR Program – Oversees and facilitates all the IT Operation’s elements of Disaster Recovery testing. Works closely with the Customer Service team, Security, and IT OPs delivery team(s).
  • Resource Management – Facilitates the resource management meeting including any capture and resolution oversight of action items, proactive engagement with stakeholders, and identification and implementation of wider benefits to the IT organization.
  • Documented Standards – Manages the central repository of IT OPs standards, including the annual review and ongoing maintenance of all IT OPs documentation and standards.

Note: Will need a startup effort to create the policy and procedures, identify the current state of documentation, and establish the core function.

  • PCI compliance – Works closely with the Security PCI resource to track and manage the successful completion of the annual IT OPs PCI compliance and related semi-annual network segmentation and penetration testing.
  • Procurement – Serves as the focal point for IT OPs PO processing, invoice validation, and EOM purchase reconciliation. Works closely with Vendor purchasing representatives, internal stakeholders, and the iPipeline accounts payable team.
  • Health Check Report – Collects all contributing data across the department, collates information into the monthly report, and publishes to the appropriate stakeholders.
  • Roadmap – Tracks and manages the IT OPs roadmap development effort and ongoing weekly maintenance of the current roadmap. Works to improve awareness and adoption with all appropriate stakeholders.
  • Change Management – Oversees the development of improvements to the Change Management process including the automation within the Cherwell tool. Serves as the Change Management ticket facilitator and works closely with current Change Manager to minimize the current role’s time requirement.
  • Cherwell Administration – Serves as the primary admin for the Cherwell tool, owning configuration and future module roadmap, development, and implementation.
  • Problem Management (Root Cause Analysis) – Within IT OPs, serves to maintain an ongoing list of problems (proactive and reactive) and owns determination of true root cause and subsequent set of appropriate action items. Works closely with Customer Service team, including Tier 1, 2, and 3 support teams and Incident Management teams (and process).
  • Stakeholder and User surveys – Develop, implement, and manage the iPipeline IT feedback survey including the results analysis and action plan generated from the results.




  • ITIL Management experience
  • Strong communications and interpersonal skills.
  • Bachelor’s degree in Computer Science or related field
  • Ability to understand new things quickly
  • Ability to take accountability
  • Strong aptitude for problem solving and technology



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