Director, IT Shared Services & Operations
Come join one of America’s fastest-growing insurance companies. Since 1848, National Life Group has aimed to keep our promises, providing families with stability in good times and in bad. Throughout that history, we have provided peace of mind to those families as they plan their futures.
Our mission extends beyond the insurance and annuities policies that we offer. We strive to make the world a better place through our grants from our charitable foundation, paid volunteer time for our employees, environmentally sustainable and healthy workplaces, and events that promote the work of nonprofits in our own backyard.
We foster a collaborative environment with opportunities for growth and encourage our associates to live our values: Do good. Be good. Make good.
Please note that we do not offer visa sponsorship for this position.
Role Summary
The Director of IT Shared Services & Operations leads vendor-managed teams supporting end user services, including service desk, virtual and physical desktop delivery, audio/visual support, and a 24/7 IT Operations Center. This role drives strategic initiatives, continuous improvement, and the adoption of emerging technologies such as Agentic and Generative AI across applicable National Life’s IT Services. The Director engages across all organizational levels to influence technical direction, financial planning, and operational excellence.
This position currently offers an onsite work schedule, with the expectation that you are in the office four (4) days per week during onsite core days. Our current onsite core days are Monday, Tuesday, Wednesday, and Thursday. The work schedule type and core days are subject to change with advance notification and manager discretion.
Essential Duties and 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.
Minimum Qualifications
- 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
- Your benefits start day one and are flexible and customizable to your and your family’s specific needs. Check out the BENEFITS of a Career at National Life!
Base Pay Range. The base pay range for this position is the range National Life reasonably and in good faith expects to pay for the position taking into account the wide variety of factors, including: prior experience and job-related knowledge; education, training and certificates; current business needs; and market factors. The final salary or hourly wages offered may be outside of this range based on other reasons and individual circumstances.
Additional Compensation and Benefits. The total compensation package for this position may also include a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. The successful candidate may also be eligible to participate in National Life’s discretionary annual incentive programs, subject to the rules governing such programs. If hired, the employee will be in an "at-will position" and National Life reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, company or individual department/team performance, and market factors.
National Life is accepting applications for this role on an ongoing basis and the role remains open until filled.
Salary Pay Range
$120,000 - $176,000 USD
National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.
Fortune 1000 status is based on the consolidated financial results of all National Life Group companies.
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National Life Group
1 National Life Dr
Montpelier, VT 05604
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