Director, IT Operations, XLA & Digital Workplace
About the role
Banner Life Insurance Company seeks a Director, IT Operations, XLA & Digital Workplace to lead the enterprise RUN / XLA operating model. This role will own the RUN operating model, managed service partner performance, Digital Workplace, Service Desk experience, operational resilience, and continuous service improvement.
Responsibilities
Own and evolve the enterprise IT User Experience (ITUX) and XLA strategy.
Define experience outcomes across End User Computing, Digital Workplace platforms, Service Desk, Network, Collaboration, and Core IT services.
Translate employee and business expectations into measurable experience indicators and prioritized improvement roadmaps.
Partner with Infrastructure Change / Transform teams to ensure new or changed services are operationally ready before transition into RUN / XLA ownership.
Drive clear accountability between RUN and CHANGE teams, ensuring operational issues are owned by RUN while systemic improvements are fed into transformation roadmaps.
Serve as Banner Life’s primary operational owner for the XLA managed service partner model, including service performance, governance cadence, escalation, service improvement, and operational accountability.
Ensure vendor-delivered services align to Banner Life’s experience, reliability, resilience, and continuous improvement expectations.
Ensure managed service partners operate with an ownership mindset, proactive problem management, effective communication, and measurable reduction in repeat incidents and operational noise.
Own the end-to-end Digital Workplace experience across endpoint services, collaboration platforms, productivity tooling, remote access, and hybrid work enablement, in partnership with domain engineering teams responsible for platform architecture and change.
Define and evolve the end-to-end support experience model, including Service Desk interactions, self-service, automation, escalation, and communication during incidents and outages.
Ensure digital workplace and support services are secure, performant, intuitive, scalable, and aligned to user productivity and business needs.
Improve first contact resolution, time to restore experience, adoption, and employee satisfaction with workplace technologies.
Establish and operationalize experience telemetry (sentiment, performance, reliability, adoption, friction) across IT services.
Own executive-level experience dashboards and reporting, highlighting trends, risks, and proactive interventions.
Shift IT measurement from ticket-centric views to journey-based experience insights (joiner, mover, leaver, day-in-the-life).
Own and govern the continuous service improvement agenda across IT Operations and managed service partners, ensuring improvement plans are measurable, prioritized, tracked, and tied to user experience, resilience, and operational maturity.
Use incident trends, problem management, experience telemetry, and business feedback to prioritize service improvement initiatives.
Ensure corrective actions from major incidents, failed changes, DR ss, and service reviews are tracked to closure and reduce repeat issues.
Partner with Infrastructure Operations, ITSM, and Platform teams to identify systemic experience issues and drive remediation.
Provide direct leadership oversight of the Disaster Recovery (DR) Lead, ensuring DR strategy, planning, and execution are aligned to business-critical experience outcomes.
Ensure disaster recovery and resilience planning considers user impact, recovery experience, and business continuity, not just technical recovery metrics.
Govern DR readiness, sing, and reporting, ensuring executive visibility into resilience risks and recovery confidence.
Partner with Infrastructure, Security, and Business leaders to ensure recovery priorities align to business value and operational continuity.
Partner with Change & Transformation teams to embed experience impact assessment into all major technology changes.
Ensure user impact, communication quality, and adoption success are measured before and after deployments.
Champion a culture of experience ownership and accountability across IT.
Qualifications
Lead a multi-disciplinary team covering IT user experience, digital workplace insights, service performance, and experience analytics.
Directly manage the Disaster Recovery Lead and provide dotted-line leadership across experience-impacting functions.
Coach operational leaders to own experience and resilience outcomes within their domains.
Education: Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business, or a related field required. Master’s degree (MBA, MIS, Technology Management, or equivalent) preferred.
Experience/Knowledge: 10+ years of progressive experience in IT service delivery, ITSM, digital workplace, or technology operations. 5+ years in senior leadership role with enterprise-wide accountability. Demonstrated experience managing large-scale managed service providers or outsourced IT operations in an enterprise environment. Experience governing XLA / SLA / KPI performance, service reviews, escalation management, and continuous service improvement. Strong understanding of ITSM, ServiceNow, incident, problem, change, request, knowledge, CMDB, and service catalog processes. Experience leading Digital Workplace or Service Desk transformation, including self-service, automation, telemetry, adoption, and user experience improvement. Ability to influence internal leaders and external partners through governance, data, accountability, and service outcomes. Demonstrated success transitioning organizations from SLA-centric to experience-centric delivery.
Certifications: IT Service Management / Experience ITIL v4 (Managing Professional or Strategic Leader preferred), Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT Experience IT 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