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.

Job Description:

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 perform