Director, IT Operations Advantage Dental +, DentaQuest - Sun Life : Job Details

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Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our leaders are expected to foster connection and teamwork by being present in the office 2 to 3 days per week.

The Opportunity:

The Director, IT Operations Advantage Dental + will manage the IT operations for Advantage Dental +, a group within SL Dental Division. This role is responsible for ensuring effective service delivery within the IT Service Desk, Application Development, and Network Services teams. The Director will focus on operational execution, service quality, and team leadership, ensuring that IT services align with business needs and overall Dental IT and SL company objectives and direction.

How you will contribute:

• Lead the IT Service Desk, Application Development, and Network Services teams, ensuring the teams meet established SLAs, KPIs, and overall service delivery objectives.
• Ensure smooth daily operations within the IT Service Desk, overseeing incident management, request fulfillment, and end-user support.
• Oversee the application development lifecycle, ensuring projects are executed on time, within budget, and meet business needs.
• Manage network operations to ensure the organization's network infrastructure is reliable, secure, and meets performance standards.
• Partner with IT leadership and business teams within Advantage Dental + to ensure technology services effectively support operational needs.
• Communicate planned IT activities (maintenance, upgrades) and respond to service-impacting issues within Advantage Dental +.
• Serve as the point of escalation for complex IT service delivery challenges, working with IT leadership to resolve issues.
• Regularly report on the performance of IT service delivery, application development, and network services, providing status updates to senior management.
• Implement approved IT strategies to improve service quality and operational efficiency.
• Monitor operational risks and recommend mitigation strategies in alignment with IT policies.
• Ensure that IT teams follow best practices, ITSM standards (where applicable), and internal processes to drive consistency and efficiency.
• Oversee IT asset management, ensuring proper lifecycle management of end-user devices, applications, and network infrastructure.
• Track and report on team performance metrics, SLAs, and service quality, providing regular updates to IT leadership.
• Collaborate with IT leadership to align team objectives with broader SL Dental IT goals.
• Manage vendor relationships and ensure third-party service providers meet contracted SLAs and quality expectations.
• Travel up to 25% of the time.

What you will bring with you:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 8-10 years of IT experience, with at least 5 years of leadership experience overseeing IT Service Desk, Application Development, and/or Network Services teams.
• Strong experience in managing day-to-day operations within an IT organization, with a focus on team leadership, service delivery, and performance management.
• Extensive experience in IT service management, application development lifecycle, and network management.
• Familiarity with ITSM tools such as ServiceNow, as well as knowledge of incident and change management processes.
• Strong technical knowledge of network infrastructure (LAN, WAN, VPN, VOIP), application development tools, and IT operations management.
• Strong leadership ability, with a focus on team collaboration, mentoring, and performance management.
• Excellent communication skills, with the ability to convey technical concepts to non-technical stakeholders.
• Ability to prioritize tasks and projects effectively, handling multiple responsibilities in a fast-paced environment.
• ITIL certification (V3 or V4) preferred but not required.
• Ability to identify and mitigate risks, maintain project timelines, and deliver results in a complex environment

Salary Range: $144,600 - $216,900

At our company, we are committed to pay transparency and equity. The salary range for this role is competitive nationwide, and we strive to ensure that compensation is fair and equitable. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business. We are dedicated to creating a work environment where everyone is rewarded for their contributions.

• Seniority levelDirector

• Employment typeFull-time

• Job functionInformation Technology, Management, and Strategy/Planning
• IndustriesHospitals and Health Care, Insurance, and Health and Human Services

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Medical insurance

Vision insurance

401(k)

Disability insurance

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