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Senior Director, Managed Services Transformation

The Senior Director, Managed Services Transformation defines and continuously evolves the operating model for Operations & Service Delivery (O&SD) Managed Services, serving as the primary business partner accountable for ensuring managed services deliver measurable business outcomes through effective governance, operational excellence, vendor management, continuous improvement, and transformation execution.

Key Responsibilities and Duties:

• Managed Services Operating Model: Own and continuously evolve the Managed Services operating model. Define governance, decision rights, operating cadence, and cross-functional engagement across Operations, Technology, RIDER, and managed service partners. Simplify organizational handoffs and strengthen accountability.
• Vendor & Contract Governance: Serve as the business lead for Managed Services governance. Partner with RIDER on contract governance, SLA management, and vendor performance, and lead operational governance with Accenture and other strategic partners to drive continuous improvement in service delivery.
• Operational Excellence: Monitor operational performance across managed services and drive improvements in service levels, turnaround time, quality, productivity, and operational stability. Ensure production issues are proactively identified and remediated.
• Transformation Delivery: Lead transformation initiatives spanning process redesign, automation, AI enablement, operational simplification, and continuous improvement, partnering with BOE Enablement to move ideas into execution.
• Performance Management: Own Managed Services reporting, including operational KPIs, SLA reporting, executive dashboards, benefit realization, and value tracking. Ensure reporting focuses on business outcomes rather than activities.
• Stakeholder Management: Serve as the primary point of coordination for Managed Services governance, partnering closely with O&SD, Retirement Services, Technology, RIDER, Risk & Compliance, Internal Audit, and Accenture.
• Leadership: Lead and develop a team responsible for Managed Services transformation. Coach and grow talent, build internal capabilities to reduce dependency on external consulting, and foster a culture of accountability, ownership, and continuous improvement.

Educational Requirements

• University (Degree) Preferred

Work Experience

• 8 Years Required; 10 Years Preferred

Physical Requirements

• Physical Requirements: Sedentary Work

Career Level
10PL

Required Skills:

• 8+ years of experience leading large-scale operations, transformations, or managed services (such as managing strategic vendor relationships and/or leading complex, cross-functional transformation programs).
• Experience developing operating models and/or governance frameworks.

Preferred Skills:

• Strong executive communication and stakeholder management skills.
• Deep understanding of operational governance and service management
• Financial Services Operations experience; Retirement Services experience
• Lean / Six Sigma certification; experience with AI, automation, and digital transformation; and consulting or large-scale transformation program leadership.

Related SkillsAccountability, Adaptability, Agile Methodology, Business Acumen, Business Process Improvement, Business Process Understanding, Change Management, Consultative Communication, Executive Presence, Influence, Prioritizes Effectively, Problem Solving, Program Management, Relationship Management, Resource Planning

Anticipated Posting End Date:

2026-09-01Base Pay Range: $160,000/yr - $268,000/yr

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary of internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary incentive programs, non-annual sales incentive plans, or other non-annual incentive plans).

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Company Overview

Every worker deserves a secure retirement. For more than 100 years, TIAA has delivered it for millions of people. Founded to help educators retire with dignity, today were a market-leading retirement company fueled by world-class asset management. But were not just another legacy financial services firm. Were fighting harder than ever before for our clients and the many Americans who need us.

Our Culture of Impact

At TIAA, we're on a mission to build on our 100+ year legacy of delivering for our clients while evolving to meet tomorrow's challenges. We equip our associates with future-focused skills and AI tools that enable us to advance our mission. Together, we are fighting to ensure a more secure financial future for all and for generations to come. We are guided by our values: Champion Our People, Be Client Obsessed, Lead with Integrity, Own It, and Win As One. They influence every decision we make and how we work together to serve our clients every day. We thrive in a collaborative in-office environment where teams work across organizational boundaries with shared purpose, accelerating innovation and delivering meaningful results. Our workplace brings together TIAA and Nuveen's entrepreneurial spirit, where we work hard and work together to create lasting impact. Here, every associate can grow through meaningful learning experiences and development pathways-because when our people succeed, our impact on clients' lives grows stronger.

Benefits and Total Rewards

The organization is committed to making financial well-being possible for its clients, and is equally committed to the well-being of our associates. That's why we offer a comprehensive Total Rewards package designed to make a positive difference in the lives of our associates and their loved ones. Our benefits include a superior retirement program and highly competitive health, wellness and work life offerings that can help you achieve and maintain your best possible physical, emotional and financial well-being. To learn more about your benefits, please review our Benefits Summary.

Equal Opportunity

We are an Equal Opportunity Employer. TIAA does not discriminate against any candidate or employee on the basis of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other legally protected status.

Our full EEO & Non-Discrimination statement is on our careers home page, and you can read more about your rights and view government notices here.

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team:

Phone: (800) 842-2755

Email: accessibility.support@tiaa.org

Drug and Smoking Policy

TIAA maintains a drug-free and smoke/free workplace.

Privacy Notices

For Applicants of TIAA, Nuveen and Affiliates residing in US (other than California), click here.

For Applicants of TIAA, Nuveen and Affiliates residing in California, please click here.

ForApplicants of TIAA Global Capabilities, click here.

For Applicants of Nuveen residing in Europe and APAC, please click here.