Sr Director, Managed Services Transformation

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 Skills Accountability, 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: 2026-09-01 Base 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). _____________________________________________________________________________________________________ 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 weʼre a market-leading retirement company fueled by world-class asset management. But weʼre not just another legacy financial services firm. Weʼre 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. 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