Digital Service Director

The Company:  Aflac Columbus
The Location: 

Remote, US, 31999 GA, US, 31999 Columbia, SC, US, 29201

The Division:  Digital Services
Job Id:  5297

Salary Range: $115,000 - $235,000


We’ve Got You Under Our Wing

We are the duck. We develop and empower our people, cultivate relationships, give back to our community, and celebrate every success along the way. We do it all…The Aflac Way.


Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America's best-known brands. Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by


Our business is about being there for people in need. So, ask yourself, are you the duck? If so, there’s a home, and a flourishing career for you at Aflac.


Work Designation. Depending on your location within the continental US, this role may be hybrid or remote.

  • If you live within 50 miles of the Aflac offices located in Columbus, GA, or Columbia, SC, this role will be hybrid. This means you will be expected to work in the office for at least 60% of the work week. You will work from your home (within the continental US) for the remaining portion of the work week. Details of this schedule will be discussed with your leadership. 
  • If you live more than 50 miles from the Aflac offices located in Columbus, GA, or Columbia, SC, this role will be remote. This means you will be expected to work from your home, within the continental US. If the role is remote, there may be occasions when you are requested to come to the office based on business needs. Any requests to come to the office would be communicated with you in advance.


What does it take to be successful at Aflac?

  • Acting with Integrity
  • Acting as a Champion for Change
  • Communicating Effectively
  • Developing Talent
  • Managing Performance
  • Navigating Organizations
  • Pursuing Self-Development
  • Serving Customers
  • Setting Objectives
  • Supporting Change
  • Supporting Organizational Goals
  • Working with Diverse Populations


What does it take to be successful in this role?

• Servant leadership approach, with the ability to motivate and develop teams providing an equal blend of vision, coaching and support.


• Service Delivery / Management experience in a complex/large-scale internal and external environment


• Strong and influential relationship management skills with stakeholders, suppliers, colleagues and users in pursuit of delivering high-quality services while maintaining service targets


• Applied use of Agile and ITIL Frameworks to deliver process improvement and solutions


• Strong analytical skills, and able to make sense of complex and logical problems quickly; effective problem solver with ability to examine and re-engineer processes, procedures and practices; ability to work under pressure and demonstrate resilience to ensure the correct solution is selected with a full understanding of the costs, timescales and risk involved; excellent negotiation skills and the proven ability to manage relationships and adopt a flexible approach where necessary


• High level of IT competence with aptitude for learning new technologies and processes with a focus on Agility, ITIL technologies and processes


• Ability to analyze a range of information sources and to resolve potentially conflicting information and viewpoints to achieve an agreed outcome; commercially astute – experienced in vendor management and delivery


• Strong verbal and written communication capabilities with experience in interaction at executive levels; understands the provision of data analytics and its potential uses in end-user experience and automation


• Ability to prioritize and plan, balancing priorities and deadlines; strong ownership skills to deliver process ownership, obtaining agreement of and effectively communicating policies across the functional area


• Communicates written and verbal complex information and ideas to multidisciplinary stakeholders and is able to explain technical concepts to non-technical colleagues


Education & Experience Required

  • Bachelor's Degree In Computer Science, Information Systems or related field
  • 10 years of professional job-related work experience, 5 years management experience
  • Eight or more years of managing application development / technical delivery professionals and professional project management experience

Or an equivalent combination of education and experience


Education & Experience Preferred

  • Master's Degree In Computer Science, Information Systems or related field
  • Certification - Certified Scrum Master
  • Agile leadership
  • ITIL Foundations
  • ITIL Service Design
  • ITIL Service Capability - Service Offerings and Agreements



Less than or equal to 25%


Principal Duties & Responsibilities

• Ensure the proper function and health of the agile framework so that it efficiently and effectively will identify, groom, manage, communicate and deliver the backlog appropriately. Responsible for setting direction and for decision making within the pillar delivery structure but will need to ensure consistency of such decisions with the different functions and their objectives with other delivery organizations, other pillars and other departments to ensure alignment and dependency management.


• Responsible for setting vision, strategy and objectives for the team to deliver service and solution strategy and event plans for key events; lead the development of team objectives that support key corporate objectives, including the One Digital Aflac business objectives and strategies, and ensure compliance with accepted standards and polices


• Oversee the deployment and adoption of Agile and ITSM-based processes and controls to ensure quality, efficiency, security and speed are continuously managed, maintained and improved to meet business objectives within the services organization.


• Proactively lead and drives decisions or actions that will have a continuing effect on the quality of output or services to users that consume these services; champion and promote service improvements on an ongoing basis to continually improve quality, business objectives and customer satisfaction; maintain day to day responsibility for the ownership and resolution of service issues, dependencies and initiatives


• Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to services to improve metrics; coordinate inter-process changes with process owners


• Ensure alignment of services and solutions to business needs; create and maintain the catalog description of existing services offered by the pillar; formulate, agree and maintain an appropriate Service Level Management structure for pillar delivery


• Ensure appropriate Operational-level agreements and Service-level agreements are in place to support any new services and solutions; analyze and review actual service performance against SLAs and OLAs


• Provide regular reports on service performance and achievement to stakeholders; Review OLA/SLA targets and metrics where necessary; Review third party underpinning agreements where necessary to ensure expected service levels are maintained or improved.


• Monitor service delivery milestones, technical status, and critical dates to identify potential jeopardy of delivery schedules; partner with other delivery leaders to identify ways to resolve issues; manages any effects on related services, solutions, products and initiatives (projects)


• Develop service and solution strategy, plan, manage and report budget for the services organization;


• Review and interpret service performance against operating plans and standards; provide information and reports to subordinates and approve changes in plans; present regular reports on service and operational performance, develop and present matters requiring decisions to key management team members


• Performs other duties as required


Total Rewards

This compensation range is specific to the job level and takes into account the wide range of factors that are considered in making compensation decisions including, but not limited to: education, experience, licensure, certifications, geographic location, and internal equity. The range has been created in good faith based on information known to Aflac at the time of the posting.  Compensation decisions are dependent on the circumstances of each case. This salary range does not include any potential incentive pay or benefits, however, such information will be provided separately when appropriate. The salary range for this position is $115,000 to $235,000.


In addition to the base salary, we offer an array of benefits to meet your needs including medical, dental, and vision coverage, prescription drug coverage, health care flexible spending, dependent care flexible spending, Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee), 401(k) plans, annual bonuses, and an opportunity to purchase company stock.  On an annual basis, you’ll also be offered 11 paid holidays, up to 20 days PTO to be used for any reason, and, if eligible, state mandated sick leave (Washington employees accrue 1 hour sick leave for every 40 hours worked) and other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being. Aflac complies with all applicable leave laws, including, but not limited to sick and safe leave, and adoption and parental leave, in all states and localities.


Nearest Major Market: Columbus GA