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.
Anticipated Posting End Date:
2026-09-01Base Pay Range: $160,000/yr - $268,000/yrActual 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 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.
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: [email protected]
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.
For Applicants of TIAA Global Capabilities, click here.
For Applicants of Nuveen residing in Europe and APAC, please click here.
Skills Required
- 8+ years of experience leading large-scale operations, transformations, or managed services
- Experience managing strategic vendor relationships and/or leading complex, cross-functional transformation programs
- Experience developing operating models and/or governance frameworks
- University degree
- 10 years of experience
- Strong executive communication and stakeholder management skills
- Deep understanding of operational governance and service management
- Financial services operations experience
- Retirement services experience
- Lean or Six Sigma certification
- Experience with AI, automation, and digital transformation
- Consulting or large-scale transformation program leadership experience
TIAA Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about TIAA and has not been reviewed or approved by TIAA.
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Retirement Support — Age-based company retirement contributions of 5% to 12.5% plus a 100% match on the first 3% to the 401(k) and a $750 annual Retirement Healthcare Savings Plan match stand out. Company contributions typically vest after three years, with excess/equalization provisions for higher earners.
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Parental & Family Support — Sixteen weeks of fully paid parental leave and eight weeks of paid caregiver leave are paired with adoption/surrogacy assistance, backup child/elder care, Milk Stork, tutoring, and other caregiving supports. Many benefits begin at hire and are positioned as robust relative to peers.
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Healthcare Strength — Multiple medical plan options (including HSA), dental with 100% preventive coverage, two vision options, life and disability insurance, FSAs, and wellness incentives are detailed. Programs such as fertility support via Progyny and midlife care broaden the offering.
TIAA Insights
What We Do
Every worker deserves a secure retirement. For more than 100 years, weʼve delivered it for millions of people—and weʼre not done yet. 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. And weʼre hiring. When you work at TIAA, youʼre making a difference in the lives of our clients. Weʼre always on the lookout for great people to become part of our coalition of champions and are committed to providing equal opportunity across all employment practices as we believe our employees have a right to a diverse and inclusive workplace. Join our team today in the fight to help more people to and through retirement.
Why Work With Us
TIAA provides financial security for millions and offers our employees opportunities to grow in a culture that embraces diversity, innovation, and high performance.
