Operations Manager - Life Technology Solutions

The Department

The LifeRTC Operations Team, led by the Head of Operations, provides world-class support and incident response services to our internal and external customers, and is responsible for the monitoring and management of our extensive cloud-based operational infrastructure. The team, consisting of IT professionals, software engineers, and support specialists, ensures our Azure-based products are available, functional, and reliable by applying best practice service management

What We Value:

Our customers - delivering world-class support and providing them with innovative solutions.
Professionalism in all areas: communication, work product, relationships, attitude.
Personal responsibility: the quality of our work is a matter of pride; therefore, we take ownership of our tasks to ensure success.
Integrity: Milliman's people demonstrate integrity in all that we do.
Team collaboration and professional excellence: as a global organization, we rely on our staff to contribute to the good of the overall team.

The Role

The Operations Manager leads and manages a team of highly skilled support technicians to identify and overcome operational hurdles, ensuring the delivery of superior support for our products and services. They are comfortable working and managing in a dynamic team environment, leading and empowering the team so they show independence and initiative in proactively taking ownership of tasks and issues as they arise. They are willing to go the extra mile, doing whatever it takes to preserve uptime and ensure customer satisfaction across our entire customer base.

Your Responsibilities:

• Manage feedback and input to management, team members, and related internal departments to improve product quality, uptime, reliability, and customer experience.
• Manage the team to ensure the provision of a world-class service to maintain SLA requirements for various clients.
  Oversee monitoring and management of our services and operational infrastructure.
  Working with the Head of Operations, mentor, train, and provide development goals for staff as needed.
• Manage and support the daily operations of the UK/US based Operations team, such as daily stand up, release retrospective, monthly client service meetings, vendor relationship and capacity meetings, and product triage.
• Liaise between Operations, QA, Security, Professional Services, and Development teams to promote cross team collaboration
• Oversee the delivery of product releases, scheduling upgrades and maintenance windows with clients, and working to improve the efficiency and reliability of our release delivery process.
• Manage an On-Call rotation and participate when needed.
• Participate in meetings with customers to discuss service-related reports and queries; act as point of escalation for issues involving Integrate and the underlying technology infrastructure.
• Working with the Head of Operations, manage team performance through establishing quality standards and conducting periodic performance reviews.
• Work with their counterpart in the UK/US to establish department goals, oversee objectives across teams, working to meet agreed customer and internal SLAs and delivery targets.
• Partner with colleagues in our Information Security and Audit and Compliance teams to manage technical and operational risks and meet audit and compliance requirements.
• Promote an environment of continuous learning within our teams to help facilitate career progression of team members.

Job Knowledge, Experience Skills

Job Knowledge Required:

• Expertise in Microsoft Azure, SaaS, PaaS, IaaS, or related technologies.
• Expertise in Azure DevOps and deployment pipelines.
• Expertise in PowerShell, C#, Azure runbooks and ARM templates, Microsoft SQL Server.

Experience and Soft Skills Required:

Experience managing and global IT operations teams and customers, ideally supporting a SaaS product suite.
Strong hands-on knowledge of cloud infrastructure and platform services, such as Azure, AWS, or GCP.
Experience leading direct reports and vendors, as well as influencing stakeholders in peer departments. Excellent interpersonal skills, and demonstrable ability to engage and influence senior stakeholders both within and external to our organization.
Contagious passion around delivering top notch customer service, including an obsession for exceeding SLAs and uptime metrics. Strong experience delivering to a service model, including change and configuration management, release management, monitoring and alert management, security best practices, etc.
Preferred MS Azure / ITIL V3 or equivalent experience
Delivering software in a DevOps environment

Key Relationships:

• This role reports into the Principal & Director of Operations
• Partners with:
  
  
  
  
  • External Clients
  • Professional Services
  • Managed Services
  • Product Development
  • Security
  • Quality Assurance and Test
  • Other internal Departments
  • Vendors
  
  
  
  

Skills to Build

• Work with Head of Operations to establish and take increasing ownership of client management on a regular cadence, implementing a maintainable client management plan in line with our strategic direction.
• Take on expanded team management responsibilities to include staffing/growth/staff augmentation planning, advising senior leadership on staffing levels and capacity. This includes establishing parameters around a hiring pipeline, with strategies to hire, train, and develop new talent, inputting evidence-driven hiring requests with adequate time to recruit before the need is dire.
• Demonstrate a concerted effort around continuous improvement, constantly working to streamline and improve our support practices, for the better of our clients and our overall team.
• Proven history of the successful initiation, development, management, and completion of internal and cross-team projects.
  Establish relationships with external clients and client colleagues, actively participating in client relationship management, with increased ownership (ultimately, ownership) of assigned areas.
• Effectively delegate with reduced involvement in team's day-to-day work.
• Consistently and positively collaborate with peer colleagues in the ongoing management of the global Operations Team, practice and/or team initiatives, and cross-functional team assignments.
• Show consistent efforts around employee and personal growth, developing our future team leaders.
• Establish positive pattern of influencing others to accept practices and approaches.
• Demonstrate a proven ability to professionally communicate and partner with clients and colleagues, leading to influence, and furthering the practice's strategic direction.

Milliman Mission, Values, Competencies

Our mission is to serve our clients to protect the health and financial well-being of people everywhere. We are influential market leaders, solving important problems through our deep subject matter expertise.

In fulfilling this mission and values, Milliman's professionals are helping our clients answer significant questions, such as:

How can people provide for themselves when they no longer work?
How can our clients efficiently finance, deliver and improve healthcare?
How can an insurer protect its clients against the risks they face?

Since its founding in 1947, Milliman is dedicated to enduring values that govern our actions in the marketplace.

• Quality - Milliman's advice, products and client service adhere to the highest standards of quality.
• Integrity - Milliman's people demonstrate integrity in all that we do. We are committed to honesty and professionalism in our interaction with our clients and colleagues, including independent advice free of conflicts and a culture of inclusion and respect for all colleagues.
• Opportunity - Milliman is committed to embracing diversity and providing all our people opportunities to achieve their full potential including opportunities to:
  
  
  
  
  • Shape their own careers
  • Assist in developing the strategy of their practice
  • Pursue innovations to further Milliman's mission in the marketplace
  
  
  
  

Life Technology Solutions' (LTS) purpose is to build, enhance, and leverage long-term trusting partnerships to solve valuable actuarial and risk problems in life insurance, leveraging technology and Milliman's deep subject matter expertise.

Focused on a better way to work, LTS is committed to using technology to change the way actuaries in the life insurance industry work, making them more efficient, effective, and informed. This allows actuaries to focus on what they do best - leading with confidence.

At the Practice level, we strive to demonstrate the following performance competencies in our work, and to ensure mutual accountability, these are part of our performance management process:

• Collaboration and Teamwork - Actively works with members of other teams when confronted with a new or complex problem. Collaborates with people in other teams when asked to provide assistance. Coordinates work of teammates to complete routine work efficiently.
• Communication - Communicates clearly and concisely. Gives enough information, keeps team members informed. Listens effectively. Encourages others to express different ideas and perspectives. Open to constructive feedback. Gives quality, honest feedback. Effectively deals with conflict.
• Develops People - Develops team members through coaching, feedback, exposure and challenging assignments. Readily articulates the value and benefit of challenging assignments to others. Aligns career development goals with organizational objectives. Supports team members and helps them achieve results. Provides a clear sense of purpose and direction for team members.
• Innovation - Challenges the organization to adapt new and innovative processes. Creates an environment conducive to productive brainstorming and new idea creation. Generates innovative ideas and solutions to problems. Questions assumptions and traditions while understanding their reason for existing. Encourages creative and diverse thinking to promote and nurture innovation.
• Positive Culture - Shows respect for all colleagues. Considers "how" accomplishments are achieved in equal measure with "what" is achieved.
• Quality - Continuously deepens their expertise in their area(s) of work. Possesses technical skills and capabilities. Effectively manages work for clients and client relationships. Effectively manages work quality within the team. Effectively pursues or supports business development opportunities. Demonstrates good decision making in areas related to managing the business.

Diversity, Equity & Inclusion is an important area of focus for our practice, and we expect all colleagues to foster a culture of belonging for all team members. We seek to continuously reflect on how we can be a more inclusive and equitable organization. We view diversity as not only a strength for our practice, but a business imperative to succeed in the marketplace.

For additional conduct expectations, please reference Milliman's Code of Conduct.

Performance and Career Growth

This job description is intended to represent the duties of the role, and the knowledge, skills and experience needed to perform the role effectively. Our job descriptions will be used to set expectations for performance management, but no job description will represent all tasks and duties required. As professionals, our Practice also expects from you the following:

• A client centric culture requires all colleagues to think about how we can contribute to exceptional client service. We expect all colleagues to think this way, and to take appropriate action whether a task is in their job description, or not.
• Risk mitigation is central to our ways of working and our culture. We expect all colleagues to continually assess risk and raise concerns for the awareness of others who can work together to mitigate them.
• Performing the duties described in a job description meets the minimum requirements of a job. In order to receive career growth and compensation rewards, colleagues must exceed minimum expectations.
• There are a number of administrative responsibilities that come with working in our Practice. Timesheets, expense reports, performance management and compliance training are all required to ensure professional administration of our Practice, and all colleagues are expected to engage in these items in a timely manner.

Compensation

The salary range for this role is $129,250 - $213,290 depending on a combination of factors, including, but not limited to, education, relevant work experience, qualifications, skills, certifications, location, etc.

Location

Candidates hired into this role will be required to work in-person in the Milliman office in Chicago, IL on a weekly basis, but flexible work arrangements will be considered. The expected application deadline for this job is August 30, 2025.

Milliman Benefits

We offer a comprehensive benefits package designed to support employees' health, financial security, and well-being. Benefits include:

• Medical, Dental and Vision - Coverage for employees, dependents, and domestic partners.
• Employee Assistance Program (EAP) - Confidential support for personal and work-related challenges.
• 401(k) Plan - Includes a company matching program and profit-sharing contributions.
• Discretionary Bonus Program - Recognizing employee contributions.
• Flexible Spending Accounts (FSA) - Pre-tax savings for dependent care, transportation, and eligible medical expenses.
• Paid Time Off (PTO) - Begins accruing on the first day of work. Full-time employees accrue 15 days per year, and employees working less than full-time accrue PTO on a prorated basis.
• Holidays - A minimum of 10 paid holidays per year.
• Family Building Benefits - Includes adoption and fertility assistance.
• Paid Parental Leave - Up to 12 weeks of paid leave for employees who meet eligibility criteria.
• Life Insurance & AD&D - 100% of premiums covered by Milliman.
• Short-Term and Long-Term Disability - Fully paid by Milliman.

Equal Opportunity

All qualified applicants will receive consideration for employment, without regard to race, color, religion, sex, sexual orientation, national origin, disability, or status as a protected veteran.