AVP, Technology Infrastructure and Operations

Job Description Summary

Key Responsibilities

• Provides enterprise leadership for Technology Operations capabilities that support the stability, resilience, and ongoing advancement of Nationwide’s technology environment.
• Leads an integrated portfolio spanning Enterprise Command Center operations, 24 x 7 batch operations, workload automation, run governance, citizen development for operations tooling, and responsible adoption of artificial intelligence and AIOps.
• Provides strategic direction for major incident management, operational monitoring, escalation, recovery, service stability, and continuous improvement. Ensures operational priorities are aligned to enterprise resiliency, reliability, risk reduction, and business outcomes.
• Owns or oversees product strategy and lifecycle management for the enterprise workload automation platform, including prioritization, roadmap development, stakeholder alignment, vendor relationships, operational readiness, and continuous improvement.
• Leads the evolution of operations tooling and platforms, including ServiceNow, observability capabilities, CMDB-related processes, workload automation, reporting, workflow, and automation solutions. Promotes product ownership, standardization, measurable service outcomes, and reduced operational friction.
• Establishes governance and operating practices that improve operational readiness, accountability, risk management, service stability, technology execution, and disciplined delivery across technology teams and business partners.
• Advances practical, responsible, and scalable AI-enabled operations. Formalizes AIOps capabilities, supports agentic and automation use cases where appropriate, establishes sustainable support models, and ensures AI solutions are governed, secure, measurable, and integrated into operational workflows.
• Provides leadership to direct and indirect reports, including career development, performance management, succession planning, workforce planning, and pay determination and communication.
• Accountable for the financial activities required to operate the environment, including budgeting, forecasting, capital spend projections, resource planning, cost optimization, and demonstrating the value of operational investments.
• Leads operational vendor management and builds strong relationships with strategic partners, including technology-platform and observability vendors. Holds vendors accountable for service quality, innovation, resiliency, and value.
• Partners effectively across technology, security, risk, architecture, engineering, product, infrastructure, finance, human resources, and business leadership. Influences decisions across organizational boundaries, especially when operational outcomes depend on shared accountability.
• May perform other responsibilities as assigned.
• Reporting Relationships: Reports to the VP, Technology Operations and leads a broad organization of approximately 80–90 direct and indirect Technology professionals, including 24 x 7 operations and supporting leaders.

Typical Skills and Experiences

• Education : Undergraduate studies in computer science, information systems, engineering, business, or a related field. Degree preferred.
• Experience : Minimum of 10 years in Technology operations, engineering, service management, infrastructure, platform leadership, or a related discipline. Significant experience leading enterprise-scale 24 x 7 operations, command center, production support, or technology service organizations required. Experience managing large process teams and complex, highly integrated technology environments preferred.

Knowledge, Abilities and Skills

• Must have demonstrated expertise in major incident management, batch operations, workload automation, operational resilience, IT Service Management, platform or product ownership, vendor management, financial management, and technology strategy. Must have strong understanding of artificial intelligence and AIOps concepts, with the ability to translate them into practical, sustainable, and responsible operational capabilities. Must have exceptional executive presence, judgment, communication, critical thinking, strategic thinking, and relationship-management skills. Must be able to lead through ambiguity, influence across organizational boundaries, make decisions under pressure, and convert operational challenges into clear, prioritized, executable strategies.
• Other criteria, including leadership skills, competencies and experiences may take precedence.
• Staffing exceptions to the above must be approved by the hiring manager’s leader and HR Business Partner.
• Values: Regularly and consistently demonstrates Nationwide Values.

Job Conditions

Benefits

• We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer, click here .
• Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.

NOTE TO EMPLOYMENT AGENCIES

Requirements

• Education : Undergraduate studies in computer science, information systems, engineering, business, or a related field. Degree preferred.
• Experience : Minimum of 10 years in Technology operations, engineering, service management, infrastructure, platform leadership, or a related discipline. Significant experience leading enterprise-scale 24 x 7 operations, command center, production support, or technology service organizations required. Experience managing large process teams and complex, highly integrated technology environments preferred.
• Must have demonstrated expertise in major incident management, batch operations, workload automation, operational resilience, IT Service Management, platform or product ownership, vendor management, financial management, and technology strategy. Must have strong understanding of artificial intelligence and AIOps concepts, with the ability to translate them into practical, sustainable, and responsible operational capabilities. Must have exceptional executive presence, judgment, communication, critical thinking, strategic thinking, and relationship-management skills. Must be able to lead through ambiguity, influence across organizational boundaries, make decisions under pressure, and convert operational challenges into clear, prioritized, executable strategies.
• Other criteria, including leadership skills, competencies and experiences may take precedence.
• Staffing exceptions to the above must be approved by the hiring manager’s leader and HR Business Partner.
• Values: Regularly and consistently demonstrates Nationwide Values.