Senior Director, IT Production Support

Transamerica•Cedar Rapids, IA

40d•$185,000 - $250,000•Hybrid

About The Position

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.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field.
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.
Exceptional leadership and people management skills, with a proven ability to lead multi-level, multi-faceted teams and influence across organizational boundaries.
Exceptional communicator with advanced verbal, written, and presentation skills; able to translate complex technical information for diverse audiences, including executives and business partners.
Deep understanding of IT service management (ITSM) and project management frameworks like ITIL, as well as modern software development lifecycle (SDLC) methodologies.
Strong strategic planning, financial management, and analytical skills, with the ability to connect support operations to overall business outcomes.
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.

Nice To Haves

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.

Responsibilities

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.

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
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