Director, IT Operations Advantage Dental +, DentaQuest

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.  

DentaQuest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all.

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:

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.

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We are committed to fostering an inclusive environment where all employees feel they belong, are supported and empowered to thrive.  We are dedicated to building teams with varied experiences, backgrounds, perspectives and ideas that benefit our colleagues, clients, and the communities where we operate.  We encourage applications from qualified individuals from all backgrounds.

Life is brighter when you work at Sun Life

At Sun Life, we prioritize your well-being with comprehensive benefits, including generous vacation and sick time, market-leading paid family, parental and adoption leave, medical coverage, company paid life and AD&D insurance, disability programs and a partially paid sabbatical program.  Plan for your future with our 401(k) employer match, stock purchase options and an employer-funded retirement account.  Enjoy a flexible, inclusive and collaborative work environment that supports career growth.  We’re proud to be recognized in our communities as a top employer.  Proudly Great Place to Work® Certified in Canada and the U.S., we’ve also been recognized as a "Top 10" employer by the Boston Globe's "Top Places to Work" for two years in a row.  Visit our website to learn more about our benefits and recognition within our communities.

We will make reasonable accommodations to the known physical or mental limitations of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business. Please email thebrightside@sunlife.com to request an accommodation.

For applicants residing in California, please read our employee California Privacy Policy and Notice.

We do not require or administer lie detector tests as a condition of employment or continued employment.

Sun Life will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including applicable fair chance ordinances.

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