Director, IT Operations, XLA & Digital Workplace

Overview

Banner Life Insurance Company leads with heart and ambition, seeking partners who transform purpose into progress. We are driven by commitment to our customers, clients, and communities, and we empower our people to deliver cutting‑edge solutions that support our service recipients. Technology & Transformation drives growth, and this role is key to advancing the RUN operating model, ensuring managed service partners and internal teams operate as an integrated ecosystem focused on reliability, resilience, and continuous improvement.

• 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 back 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.
• Govern managed service partner performance against XLA, SLA, KPI, service resilience, user experience, and continuous improvement expectations.
• Partner with Vendor Management, Procurement, and Finance to ensure managed service partner performance, service credits, contractual commitments, and improvement obligations are visible and actively governed.
• 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.
• 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 tests, 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 Lead, ensuring DR strategy, planning, and execution align to business‑critical experience outcomes.
• Ensure disaster recovery and resilience…