If you’re passionate about being part of a dynamic organization that enables a Fortune 100 company with nearly $70 billion in annual sales to drive innovation and adopt new technologies that deliver business results, then Nationwide’s Technology team could be the place for you! At Nationwide®, “on your side” goes beyond just words. Our customers are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care.
The AVP, Technology Infrastructure and Operations reports to the leader of Technology Operations and provides enterprise leadership for critical operational capabilities that enable the stability, resilience, and continued advancement of Nationwide’s technology environment.
This leader is accountable for a broad portfolio encompassing 24 x 7 enterprise command center and batch operations, major incident management, workload automation product ownership, Technology Services practitioners, run governance, citizen development for operational tooling, and the responsible advancement of artificial intelligence and AIOps capabilities across Technology Operations.
The role provides strategic direction and leadership to strengthen operational readiness, service stability, observability, automation, and execution while establishing sustainable practices that improve enterprise technology operations and reduce operational risk.
This leader will foster strong partnerships across Nationwide, including cyber, architecture, products, engineering, and business leadership to align priorities, advance operational capabilities, reduce operational risk, and effectively respond to complex technology challenges.
Successful candidates will bring significant leadership experience in complex, enterprise-scale technology operations, including 24 x 7 production support, command center or other relevant operations experience, major incident management, batch processing and workload automation. Candidates should demonstrate strong technical acumen and deep knowledge of artificial intelligence and AIOps concepts, with the ability to translate emerging technologies into practical, responsible, scalable, and sustainable operational capabilities.
Experience in SEPM and/or architecture, particularly involving product ownership, software development practices, platform strategy, and technology lifecycle management, is preferred. The role requires strong Nationwide business and technology acumen, executive presence, sound judgment, and exceptional communication and influence skills, along with a demonstrated ability to build partnerships, lead effectively under pressure, drive continuous improvement, and translate complex operational challenges into clear strategic priorities and
executable outcomes.
Job Description Summary
If you are passionate about leading, protecting, and advancing technology capabilities that enable Nationwide to deliver extraordinary care to its customers, Nationwide Technology is the place for you. Our industry-leading technology workforce embraces agility, collaboration, and inclusion to deliver innovative solutions and meaningful results.
As the AVP, Technology Infrastructure & Operations leader, you will provide enterprise leadership for the capabilities that keep Nationwide’s technology environment stable, resilient, secure, and continuously improving. You will lead a broad portfolio spanning 24 x 7 operations, major incident management, batch processing, workload automation, Technology Services practitioners, operational governance, citizen development, and the responsible adoption of artificial intelligence and AIOps.
In this role, you will set strategic direction, establish operating standards, strengthen accountability, and advance the platforms, processes, and talent needed to deliver reliable technology services at scale. You will partner across Technology, Security, Risk, Architecture, Engineering, Product, and business leadership to reduce operational risk, improve resiliency, accelerate innovation, and deliver outstanding outcomes for Nationwide and its customers.
Job Description
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.
