Director, TSG Support Operations

Description & Requirements

WHAT MAKES US A GREAT PLACE TO WORK 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. WHO YOU’LL WORK WITH You’ll join Bain’s Technology Solutions Group (TSG) and work closely with teams across Global Technology Operations, Product Engineering, Service Management, Security Operations, and other technology functions around the world. You’ll lead a globally distributed Tier 2 Operations capability spanning infrastructure, digital workplace, and cloud operations. You’ll also lead our Vulnerability and Patch Management Centre of Excellence, partnering across technology and security teams to strengthen service reliability, operational consistency, vulnerability remediation, and readiness across our global technology environment. WHERE YOU’LL FIT WITHIN THE TEAM As IT Operations Director, you’ll lead the day-to-day operations of our consolidated Tier 2 support function, serving as a key point of escalation and coordination between Tier 1 support teams and Tier 3 Product Engineering teams. You’ll turn our Tier 2 operating model into consistent, scalable ways of working across infrastructure, cloud, and digital workplace support. This includes establishing shared support practices, playbooks, escalation frameworks, operating rhythms, and performance standards. You’ll also own and lead our Vulnerability and Patch Management Centre of Excellence across global technology operations. You’ll be accountable for the end-to-end patching lifecycle, vulnerability remediation standards, compliance reporting, and automated remediation workflows, working closely with Security Operations to ensure vulnerabilities and zero-day exposures are consistently triaged, remediated, and evidenced. A key part of your role will be advancing the maturity of our technology operations through observability, automation, disciplined incident response, and continuous improvement. You’ll identify opportunities for automation and AI-enabled agent workflows to reduce routine operational effort and embed these capabilities into everyday Tier 2 and Centre of Excellence delivery. WHAT YOU’LL DO Lead global Tier 2 operations and teams Lead the day-to-day coordination and delivery of our 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. Drive operational and service excellence 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