Director, On Site Support, North America

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The Director of North America On-Site Support plays a pivotal role in reimagining and modernizing the organization's support operations across Sun Life corporate locations in Canada and the US. This position offers an opportunity to make a lasting impact by driving innovation and ensuring the efficient delivery of end-user services. A key focus of this role is to enhance end-user support and services by implementing modern capabilities that streamline operations, foster seamless interactions, and deliver responsive, high-quality support tailored to the diverse needs of employees.

The Director will focus on enhancing service delivery through data-driven decision-making, operational modernization, and a commitment to delivering exceptional user experiences. The position requires a leader with the vision to reimagine processes, champion technology adoption, and build a high-performing team focused on continuous improvement and user satisfaction.

Additionally, the role includes financial accountability, oversight of procurement activities for end-user computing hardware and print devices, and vendor management to ensure operational efficiency and alignment with organizational goals.

This role oversees approximately 39 geographically distributed support staff who serve a workforce of approximately 17,000 employees.

Reporting to the AVP, Employee Experience Delivery, the Director is a critical member of the IT leadership team and plays a key role in shaping the organization's end-user support strategy.

Key Responsibilities:

Leadership and Team Management:
o Lead, mentor, and develop a geographically distributed team of Tier 2 support professionals, fostering a culture of collaboration, innovation, and continuous learning.
o Establish clear performance metrics and accountability frameworks to drive team excellence.
o Promote diversity, equity, and inclusion within the team, recognizing the value of varied perspectives in driving innovation.

Service Delivery and Modernization:
o Direct Tier 2 support activities, ensuring efficient and high-quality service delivery tailored to the unique needs of different office locations.
o Oversee and manage SLAs for Tier 2 support and vendor contracts, ensuring strict adherence to performance standards, compliance with vendor commitments, and timely resolution of issues.
o Modernize end-user support operations by leveraging the ServiceNow platform to automate workflows, streamline hardware lifecycle management, and improve operational efficiency.
o Enhance the white glove support function for executives and key stakeholders, ensuring a premium and proactive service experience.
o Develop and implement self-service capabilities, such as portals and chatbots, to empower users and reduce resolution times.

Financial and Resource Accountability:
o Manage budgets and allocate resources effectively to ensure operational efficiency and alignment with organizational priorities.
o Oversee procurement activities for end-user computing hardware, ensuring cost-effective acquisition, timely deployment, and alignment with lifecycle management strategies.
o Conduct financial analyses and reporting to identify cost-saving opportunities and ensure transparency in spending.

Vendor and Contract Management:
o Collaborate with the vendor management and strategic souring teams on contract extensions, renewals, and new RFPs to ensure alignment with organizational needs and goals.
o Manage vendor relationships and contracts related to end-user computing hardware procurement, delivery, and associated services.
o Oversee the managed print contract, ensuring service levels are met and costs are controlled.
o Collaborate with vendors to introduce innovative solutions that enhance user experience and align with organizational goals.

Strategic Initiatives and Innovation:
o Drive a comprehensive modernization strategy for OSS functions, incorporating emerging technologies and industry best practices.
o Introduce new service capabilities, such as a walk-up support model, to provide immediate, in-person assistance for end users. Modernize image management processes to streamline device configuration and deployment. Enhance the corporate device refresh program by integrating advanced tracking and analytics to ensure efficient hardware updates and alignment with user needs.
o Utilize advanced analytics and predictive modeling to anticipate hardware needs, optimize resource allocation, and proactively address support issues.

Analytics and Reporting:
o Establish a robust data and analytics framework to monitor support performance, identify trends, and refine processes. Develop detailed reporting mechanisms to provide actionable insights, track SLA adherence, and measure the effectiveness of modernization initiatives. Ensure reporting is accessible and tailored to meet the needs of stakeholders across the organization.
o Promote a culture of data-driven decision-making within the OSS team, leveraging insights to improve service delivery and operational outcomes.

Qualifications:

• Bachelor's degree in Information Technology, Business Administration, or a related field, or equivalent relevant experience.
• Minimum of 10 years of experience in IT support or end-user services, including at least 5 years in a leadership role.
• Proven track record of driving transformational change and operational modernization through innovative practices and technology adoption.
• Strong knowledge of end-user computing, hardware lifecycle management, and managed print services.
• Expertise in leveraging the ServiceNow platform for automation, self-service, and analytics.
• Exceptional leadership, communication, and interpersonal skills, with the ability to inspire and influence across all levels of the organization.
• Financial acumen, including experience managing budgets, procurement activities, and vendor contracts.

What's in it for you?

• Canada Order of Excellence for Mental Health at Work® certification from Excellence Canada. Sun Life is one of only four companies in Canada to ever receive this certification - 2024
• Top Work Places® for Remote Work - Monster Canada - 2024
• Great Place to Work® Certified for Most Trusted Executive Team in Canada - 2024 and 2023
• Great Place to Work® Certified for Best Workplaces in Canada - 2024 and 2022
• Great Place to Work® Certified for Best Workplaces for Women in Canada - 2024
• Great Place to Work® Certified for Best Workplaces in Ontario - 2023
• Great Place to Work® Certified in Canada in Financial Services and Insurance - 2023
• Flexible hybrid work model including in-country (Canada) #LI-Hybrid.
• Pension, stock and savings programs to help build and enhance your future financial security
• Work and professional development that is united by our Purpose: to help Clients and Employees achieve lifetime financial security and live healthier lives
• A friendly, collaborative and inclusive culture
• Be part of our continuous improvement journey in developing the next greatest digital enterprise experience.
• Competitive salary and bonus structure influenced by market range data
• The opportunity to move along a variety of career paths with amazing networking potential

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to thebrightside@sunlife.com.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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