Senior Director, Managed Services TransformationThe 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 Level10PL
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).
