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Transamerica · 3 weeks ago

Senior Director, IT Production Support

Denver, CO

Full-time

Hybrid

Senior Level, Lead/Staff

$185K/yr - $250K/yr

10+ years exp

Transamerica is a financial services company that values hard work and innovative thinking. As the Senior Director of IT Production Support, you will define and execute the strategic vision for Level 2 application and operational support, ensuring systems are reliable and aligned with business goals while driving operational excellence through KPIs and SLAs.

Financial ServicesImpact InvestingInsurance

No H1B

Responsibilities

Define and execute the long-term vision for Level 2 application and operational support, ensuring alignment with overall company strategy and business goals

Establish and communicate strategic and operational initiatives that support divisional objectives

Provide strategic oversight for all L2 application and operational support activities, driving reliability, accuracy, and efficiency across business systems and applications

Develop and enforce critical KPIs, service level agreements (SLAs), and performance standards for the L1/L2 operational support organization

Own release, deployment, incident, problem, and change management for all business applications, ensuring seamless execution and minimal disruption

Partner with infrastructure, database, and monitoring teams to ensure end-to-end application stability

Serve as the escalation point for L2 and L3 application issues, aligning infrastructure and application teams during outages for rapid resolution

Manage strategic relationships with third-party vendors and service providers to optimize support operations

Balance and prioritize competing system demands by collaborating with multiple departments, ensuring business needs are met efficiently and effectively

Champion best practices and process improvements, leveraging frameworks such as ITIL and SDLC, and applying cost-benefit analyses to all initiatives

Drive root cause analysis (RCA) and ensure permanent solutions are implemented to minimize downtime and enhance system stability

Own and maintain application support runbooks, knowledge base, and Standard Operating Procedures (SOPs)

Plan and manage budgets, resource allocation, and cost-control measures to maximize efficiency and address current and future needs

Lead staffing, development, performance evaluations, and career planning for the department, fostering a culture of innovation, growth, and accountability

Create and implement staff training plans and career pathways to build a high-performing support organization

Monitor and report on application performance, KPIs, and SLA adherence, ensuring transparency and accountability in support operations

Proactively expand knowledge and seek best practices in the area of responsibility to maintain a competitive edge

Qualification

IT service managementProject management frameworksApplication supportStrategic planningFinancial managementAnalytical skillsTeam developmentLeadership skillsCommunication skillsNegotiation skills

Required

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. A Master's degree is highly preferred

Experience: A minimum of 10–15 years of progressive experience in application support, with at least 8 years in a senior leadership role overseeing a large-scale or global team

Leadership skills: Exceptional leadership and people management skills, with a proven ability to lead multi-level, multi-faceted teams and influence across organizational boundaries

Communication Skills: Exceptional communicator with advanced verbal, written, and presentation skills; able to translate complex technical information for diverse audiences, including executives and business partners

Technical expertise: Deep understanding of IT service management (ITSM) and project management frameworks like ITIL, as well as modern software development lifecycle (SDLC) methodologies

Business acumen: Strong strategic planning, financial management, and analytical skills, with the ability to connect support operations to overall business outcomes

Preferred

MBA preferred

Comfortable with ambiguity, takes initiative, and is driven to succeed

Exceptional communicator - including verbal, written, and presentation skills

Strong negotiation skills in working with external entities

Networks throughout AEGON to develop relationships, share methodologies, and learn from others

Benefits

Competitive Pay

Bonus for Eligible Employees

Pension Plan

401k Match

Employee Stock Purchase Plan

Tuition Reimbursement

Disability Insurance

Medical Insurance

Dental Insurance

Vision Insurance

Employee Discounts

Career Training & Development Opportunities

Paid Time Off starting at 160 hours annually for employees in their first year of service.

Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).

Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars

Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.

Adoption Assistance

Employee Assistance Program

College Coach Program

Back-Up Care Program

PTO for Volunteer Hours

Employee Matching Gifts Program

Employee Resource Groups

Inclusion and Diversity Programs

Employee Recognition Program

Referral Bonus Programs

Company

Transamerica

Glassdoor3.2

Transamerica is a private holding company that provides services for various life insurance companies and investment firms. It is a sub-organization of Aegon.

Founded in 1904

Cedar Rapids, Iowa, USA

5001-10000 employees