Director IT Shared Services & Operations

Key Responsibilities

Leadership & Strategy

• Provide technical leadership and vision for end user services and IT operations.
• Foster a high-performance culture across vendor and internal teams.
• Collaborate with business and IT leaders to align services with enterprise goals.
• Lead strategic planning for technology refresh, service innovation, and AI adoption.

Operational Oversight

• Manage outsourced delivery of service desk, AV, desktop, VDI, and IT operations.
• Ensure reliable, secure, and high-performing end user computing environments.
• Oversee capital planning and OPEX budgeting for end user services.
• Monitor and improve service delivery through KPIs, SLAs, and ITIL-aligned processes.
• Drive continuous improvement and operational excellence across all service areas.

Innovation & Transformation

• Evaluate and implement emerging technologies to enhance user experience.
• Lead pilots and adoption of AI, automation, and digital workplace tools.
• Champion user-centric service models and agile delivery practices.

Vendor & Financial Management

• Manage relationships with key vendors for service delivery, software/hardware maintenance, and licensing.
• Oversee financial planning, budgeting, and cost optimization for shared services.

Qualification & Requirements

• Bachelors degree in Computer Science or equivalent.
• 10+ years of progressive experience in IT operations, end-user services, or related domains, with at least 5 years in a leadership capacity.
• Proven success in leading outsourced service delivery.
• Strong technical knowledge across end user infrastructure.
• Proficiency with ServiceNow, Office 365, and related tools.
• Exceptional communication skills; comfortable engaging at all organizational levels.
• Experience in KPI-driven environments and continuous improvement.

Benefits

Other rewards may include an annual bonus, quarterly bonuses, commissions, and other long-term incentive compensation, depending on the position. National Life offers a competitive total rewards package which includes:

• a 401(k) retirement plan match;
• medical, dental, and vision insurance;
• a company funded wellness account for director and below employees;
• 10 paid holidays;
• a generous paid time off plan (22 days of combined time-off for non-exempt employees and exempt employees have discretion in managing their time, including scheduling time off in the normal course of business, but in no event will exempt employees receive less sick time than required by state or local law);
• 6 weeks of paid parental leave;
• and 6 weeks of paid family leave after a year of full-time employment.