Director of IT Shared Services

At Builders Mutual, we believe in the power of teamwork to get the job done right. For more than 40 years, we've helped protect and advance the construction community through commercial insurance, safety expertise, and trusted partnership. Our success has always been built on strong relationships - with our customers, agency partners, and one another. Rooted in teamwork, expertise, inclusion, and community, we're committed to creating an environment where people do meaningful work, feel supported by leaders who care, and grow their careers with confidence.

The Opportunity We are seeking a Director of IT Shared Services for a hybrid role based in Raleigh, NC. This position is accountable for keeping the organization’s technology running reliably and securely every day. This role has end-to-end ownership of IT operations and infrastructure, the Service Desk, Production Support, DevOps, and AS400 support, as well as executive oversight of the enterprise Cybersecurity program. The Director leads a leadership team of managers and team leads, including the Cybersecurity Manager, and holds a single, combined budget covering IT Shared Services and Cybersecurity. They direct the continuous improvement of shared services and the security program to meet the growing needs of the company, with a focus on uptime, service quality, operational efficiency, risk reduction, regulatory compliance, and a strong customer experience for employees and business partners. The Director develops and implements policies, procedures, standards, and service levels across all shared services functions, and ensures security is built into operations, release, and environment management.

Your work as the Director of IT Shared Services will make a difference as you:

• Lead the IT Shared Services organization (IT Operations & Infrastructure, Service Desk, Production Support, DevOps, and AS400 support), setting clear priorities, accountabilities, and service expectations.
• Provide executive oversight of the enterprise Cybersecurity program through the Cybersecurity Manager, ensuring information security and regulatory compliance (e.g., NAIC, GLBA, PCI, SOX, HIPAA, NIST) and a direct line to the Head of IT and senior leadership to report on risk.
• Own the stability, performance, and resilience of infrastructure, network, telephony, and hosted/cloud environments, including backup and restore, business continuity, and disaster recovery.
• Establish and mature ITSM practices, standards, and service levels, using operational metrics (uptime, incident trends, resolution times, change success) to drive continuous improvement.
• Ensure high-quality service delivery: timely incident and problem resolution, fast and reliable releases through DevOps, and continuity of the AS400 platform while supporting modernization.
• Manage the combined IT Shared Services and Cybersecurity budget, outsourced vendor and managed service relationships, and company asset inventory.
• Partner with the Head of IT, IT leadership, and business stakeholders to define the shared services and cybersecurity roadmap, evaluate new tools and automation, and advise management on technical and operational matters.
• Coach and develop managers and team leads, fostering succession planning, cross-training, and a culture of ownership and continuous improvement.

Travel Requirements Minimal travel as needed for training or conferences.

Skills and Experience to get the job done right:

• BA/BS in Computer Science, Information Technology, or a related field, or equivalent experience; an advanced degree is a plus and security certifications such as CISSP, CISM or similar are preferred.
• 12+ years of progressive IT operations, infrastructure, and support experience, including 7+ years leading managers and multi-function teams.
• Experience leading operational functions such as infrastructure, service desk, production support, and DevOps, with working knowledge of ITSM/ITIL, DevOps practices, and AS400/IBM i or similar legacy platforms.
• Working knowledge of cybersecurity governance, risk management, and regulatory compliance (e.g., NIST, ISO 27002, GLBA, NAIC), with the ability to communicate risk to executives.
• Strong communication, collaboration, and problem-solving skills, with proven ability to manage multiple priorities in a fast-paced environment with minimal supervision.

Work With Us At Builders Mutual, we're intentional about creating a workplace where people can do meaningful work, feel supported by leaders who care, and grow their careers with confidence.

As a member of our leadership team, you'll help shape the employee experience, strengthen organizational capability, and support the future of our company. You'll work alongside colleagues who value expertise, teamwork, inclusion, and community while making a meaningful impact on our people, our customers, and our business.