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IT - General

About Us

At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential of leveraging the talents of a diverse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities, and personal interests.

Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment — one focused on helping people look forward and plan for the best life possible while providing tools and solutions that make it easier to get there.

Who We Are

We believe everyone deserves to live their best life. More than a century ago, we were among the first financial services companies in America to serve everyday people from all walks of life .

Today, we’re part of an international holding company, with millions of customers and thousands of employees worldwide. Our insurance, retirement, and investment solutions help people make the most of what’s important to them.

We’re empowered by a vast agent network covering North America, with diversity to match. Together with our nonprofit research institute and foundation, we tune in, step up, and are a force for good — for our customers and the communities where we live, work, and play. United in our purpose, we help people create the financial freedom to live life on their terms.

What We Do

Transamerica is organized into three distinct businesses. These include 1) World Financial Group, including Transamerica Financial Advisors, 2) Protection Solutions and Savings & Investments, comprised of life insurance, annuities, employee benefits, retirement plans, and Transamerica Investment Solutions, and 3) Financial Assets, which includes legacy blocks of long term care, universal life, and variable and fixed annuities. These are supported by Transamerica Corporate , which includes Finance, People and Places, General Counsel, Risk, Internal Audit, Strategy and Development, and Corporate Affairs, which covers Communications, Brand, and Government and Policy Affairs.

Transamerica employs nearly 7 ,000 people. It’s part of Aegon, an integrated, diversified, international financial services group serving approximately 23.9 million customers worldwide. * For more information, visit transamerica.com .

Job Description Summary

As the Senior Director, IT-Production Support, you’ll define and execute the strategic vision for Level 2 application and operational support, ensuring our systems are reliable, efficient, and aligned with business goals. You’ll drive operational excellence through robust KPIs and SLAs, and champion continuous improvement across teams and processes.

Job Description

What You Will Do:

Strategic Leadership

+ 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.

Operational Excellence

+ 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.

Collaboration & Stakeholder Management

+ 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.

Continuous Improvement

+ 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).

Resource & Team Development

+ 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.

Performance Monitoring

+ 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.

Qualifications

+ 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.

Working Conditions

+ This is a hybrid position requiring three days in office per week in one of our hub locations.

Compensation

+ The Salary for this position generally ranges between $185,000 - $250,000 annually. Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.

+ Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion.

Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration, sponsorship or otherwise serving as an employer of record for immigration employment purposes. At this time, this role is not eligible for immigration-related employment authorization sponsorship.

What We Offer

For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees .

Compensation Benefits

+ Competitive Pay

+ Bonus for Eligible Em ployees

Benefits Package

+ Pension Plan

+ 401k Match

+ Employee Stock Purchase Plan

+ Tuition Reimbursement

+ Disability Insurance

+ Medical Insurance

+ Dental Insurance

+ Vision Insurance

+ Employee Discounts

+ Career Training & Development Opportunities

Health and Work/Life Balance Benefits

+ 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 s ervice 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

Inclusion & Diversity

We believe our commitment to diversity and inclusion creates a work environment filled with exceptional individuals. We’re thrilled to have been recognized for our efforts through the Human Rights Campaign Corporate Equality Index, Dave Thomas Adoption Friendly Advocate, and several Seramount lists, including the Inclusion Index, 100 Best Companies for Working Parents, Best Companies for Dads , and Top 75 Companies for Executive Women.

To foster a culture of inclusivity throughout our workforce, workplace, and marketplace, Transamerica offers a wide range of diversity and inclusion programs. This includes our company - sponsor ed, employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees . They provide a supportive environment to help us better appreciate our similarities and differences and understand how they benefit us all.

Giving Back

We believe our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation (https://www.transamerica.com/why-transamerica/aegon-transamerica-foundation) in 1994. Through a mix of financial grants and the volunteer efforts of our employees, the foundation supports nonprofit organizations focused on the things that matter most to our people in the communities where we live and work.

Transamerica’s Parent Company

Aegon (http://www.aegon.com/) acquired the Transamerica business in 1999. Since its start in 1844, Aegon has grown into an international company serving more than 23.9 million people across the globe.* It offers investment, protection, and retirement solutions, always with a clear purpose: Helping people live their best lives. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity.

* As of December 31, 2023

At Transamerica, hard work, innovative thinking , and personal accountability are qualities we honor and reward. We understand the potential unleashed by leveraging the talents of a diverse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities, and personal interests.

Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment — one focused on helping people look forward and plan for the best life possible while providing tools and solutions that make it easier to get there.

Transamerica is a part of A egon , an integrated, diversified, international financial services group . The A egon companies employ over 2 1,500 people and have approximately 31.7 million customers . * For more information, visit   www.transamerica.com .

* As of December 31, 2022

For more information about Transamerica’s privacy practices, click here. (https://transamerica.com/sites/default/files/files/e070d/job\_app\_0123.pdf)