Job Family

IT Operations

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

Lead and is directly accountable for Run activities and financial management across a single business unit - e.g., Life, Annuities, WFG, or Finance. Oversee budgeting, cost control, and resource allocation to ensure optimal financial performance. Collaborate strategically with Production Services and the senior leadership team to formulate and implement critical initiatives and programs. Drive continuous process improvement for Transamerica's Technology Service Support and Service Delivery, with a focus on cost-effectiveness and efficiency. Oversee and enforce process definition, promotion, and governance in partnership with management teams. Direct and manage service provider resources, ensuring effective implementation, adoption, and ongoing enhancement of processes for assigned groups while maintaining financial objectives.

Job Description

Responsibilities:

Strategy & Planning

Provide leadership in the development and execution of IT Service Management processes and tools at Transamerica.
Influence and implement a managed service provider resource strategy based on business need, scope of work, cost, and skill requirements.
Foster a collaborative, success-oriented team environment where resources are empowered and accountable.
Manage action items related to the strategic direction for the Production Services team.
Develop and maintain the stability plan for a single business unit.

Operational Management

Act as a point of escalation within the organization, including IT, service providers, and business partners.
Develop and enforce issue and request handling as well as escalation policies and procedures.
Monitor incident trends and anticipate potential problems for proactive resolution.
Manage exceptions to the process; look for opportunities to remediate and prevent recurrence of the exception.
Partner with internal and global technology teams to enable processes via leading industry technologies (e.g. Remedy, Service Now).
Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization.
Educate, enable, and promote Service Management awareness of and access to Service Management processes.
Manage the service lifecycle of new and existing Service Management processes, including new process design, introduction, amendment and retirement.
Oversee budgeting, cost control, and resource allocation to ensure optimal financial performance.

Metrics & Reporting

Define critical success factors and key performance indicators (KPI) for the processes.
Track process performance across IT and communicates outcomes to the senior management, IT, and business leadership.
Track and analyze trends in service requests and generate statistical reports.

Qualifications:

Bachelor’s degree in information technology, computer science or related discipline, or equivalent experience.
Eight years of technology and related management experience, including IT service management experience.
Five years of experience working with cross-functional teams and staff of all levels including managed service providers.
Experience and understanding of the financial services or insurance industry, including the applicable business and technology processes and supporting technology architectures.
ITIL v3 certification, or formal training, equivalent work experience and practical application of advanced principles of ITIL/ITSM.
Experience overseeing and executing in ITIL operations processes including, but not limited to incident management, problem management, service management, and change management programs across different locations and a multi-sourced environment.
Ability to coordinate and enact change through cross-functional teams towards task completion and facilitate consensus across key IT personnel, absent of a direct reporting relationship.
Knowledge of business and technology trends for service management.
Problem solving skills and ability to work and prioritize in a dynamic changing agile environment with tight deadlines.
Strong communication skills; ability to synthesize data and clearly articulate necessary information to executive leaders.
Interpersonal and relationship management skills, with excellent written and oral communication skills.
Track record developing and providing SLAs and service desk deliverables.

Preferred Qualifications:

Master’s degree in information technology, business administration or related field.

Working Conditions:

Office or hybrid office/remote environment.

Compensation:

**Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to applicable pay transparency and compensation posting laws. It is estimated based on what a successful candidate might be paid in certain Company locations.**

The Salary for this position generally ranges between $145,000 - $175,000 annually. This range is an estimate, based on potential qualifications and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.

Bonus Eligibility:

This position is also typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at Company Discretion.

This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.

Worried about not having every single qualification listed? It’s okay. If it’s a role you’re interested in, we encourage you to apply. Employees who enjoy their jobs are one of our favorite things.

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 Employees

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 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

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-sponsored, 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 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 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