Transamerica Manager of IT Release Management in Cedar Rapids, Iowa

Job FamilyIT Client Services

Job Description SummaryProvides continuous process improvement for Transamerica’s Technology Service Support and Service Delivery. Works with management team on process definition, promotion, and governance. Oversees staff responsible for implementation, adoption, and continuous improvement for assigned groups.Job Description

Responsibilities

Strategy & Planning:

  • Manage action items related to the strategic direction for the Technology Service Delivery Management (TSDM) team.

  • Develop policies and procedures that outline how problems are identified, documented, assigned and resolved.

  • Analyze performance of activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and prevent future problems.

Operational Management:

  • Act as a point of escalation within the organization, including IT, service providers, and business partners.

  • Develop and enforce issue and request handling as well as escalation policies and procedures.

  • Monitor incident trends and anticipate potential problems for proactive resolution.

  • Manage exceptions to the process; look for opportunities to remediate and prevent recurrence of the exception.

  • Partner with the AGT team to enable processes via leading industry technologies (e.g. Remedy, Service Now).

  • Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization.

  • Educate, enable and promote TSDM awareness of and access to TSDM processes.

  • Manage the service lifecycle of new and existing TSDM processes, including new process design, introduction, amendment and retirement.

  • Provide input and help manage departmental budget.

Metrics & Reporting:

  • Define critical success factors and key performance indicators (KPI) for the processes.

  • Track process performance across IT and communicate outcomes to the senior management, IT, and business leadership.

  • Track and analyze trends in service requests and generate statistical reports.

Staff Management:

  • Plan and conduct performance appraisals; develop, train, coach and mentor staff.

Qualifications

  • Bachelor’s degree in information technology, computer science or related discipline, or equivalent experience.

  • Five years of technology and related management experience, including IT service management experience.

  • Five years of experience working with cross-functional teams and staff of all levels including managed service providers.

  • ITIL v3 certification, or formal training in ITIL/ITSM plus equivalent work experience.

  • Experience overseeing and executing in ITIL operations processes including, but not limited to incident management, problem management, and change management.

  • Familiarity and practical application of advanced principles of ITIL/ITSM.

  • Track record developing and providing SLAs and service desk deliverables.

Preferred Qualifications

  • Experience and understanding of the financial services or insurance industry, including the applicable business and technology processes and supporting technology architectures

  • Master’s degree in information technology, business administration or related field.

  • Experience executing change management programs.

  • Experience with service management across different locations and a multi-sourced environment.

  • Ability to coordinate cross-functional teams towards task completion and facilitate consensus across key IT personnel.

  • Knowledge of business and technology trends for service management.

Behavioral & Leadership Competencies

  • Customer service skills with excellent written and oral communication skills.

  • Problem solving skills.

  • Interpersonal and relationship management skills.

  • Ability to prioritize and multi-task.

  • Demonstrated progressive experience in the management of a technical support team.

  • Ability to work in a dynamic changing agile environment with tight deadlines.

  • Ability to enact change across an organization in the absence of a direct reporting relationship.

Our Culture

At Transamerica we promote a Future Fit mindset. What is a Future Fit mindset?

  • Acting as One fosters an environment of positive collaboration.

  • Accountability allows us to own the problem as well as the solution.

  • Agility inspires new ideas, innovation and challenges the status quo.

  • Customer Centricity encourages an above and beyond approach to our customer.

Working Conditions

  • Office environment.

  • Moderate travel.

Why Work for Us

Total Rewards at Transamerica: It’s more than a paycheck.

Our comprehensive Total Rewards package is designed to help support you in many ways — throughout all stages of your life and career. We provide a competitive, market-driven program that encompasses base compensation, bonus potential, retirement, health and wellness benefits, learning and development opportunities, plus great employee perks. All designed with you in mind… to help you live your best life, grow personally and professionally - and feel valued for the work you do.

Learn more about our Total Rewards Package.

Equal Opportunity Employer:

Transamerica Life Insurance Company is an Equal Employment Opportunity employer and does not discriminate against any applicant or employee because of age, religion, sex, gender identity, genetic information, race, color, national origin, pregnancy, sexual orientation, marital status, participation in the uniformed services (e.g. U.S. Armed Forces, National Guard), physical or mental disability, or any other status protected by federal, state, or local equal employment opportunities laws.

AEGON USA Realty Advisors, LLC, is an Equal Employment Opportunity/ Affirmative Action Employer and does not discriminate against any applicant or employee because of age, religion, sex, gender identity, genetic information, race, color, national origin, pregnancy, sexual orientation, marital status, participation in the uniformed services (e.g. U.S. Armed Forces, National Guard), physical or mental disability, or any other status protected by federal, state, or local equal employment opportunities laws.

Applicants with physical or mental disabilities may be entitled to a form of reasonable accommodation under the Americans with Disabilities Act and certain state and local laws. A reasonable accommodation is a change in the way things are normally done which will insure equal employment opportunity without imposing undue hardship on the Transamerica Companies. Please contact: applicantsupport@transamerica.com if you are a job seeker with a disability, or are assisting someone with a disability, and require assistance to apply for one of our jobs.

Ontario Applicants:

Our Company is committed to providing accessibility to those with disabilities in a manner that is consistent with the principles of independence, dignity, integration and equality of opportunity, that is in compliance with the Accessibility for Ontarians with Disabilities Act 2005 ("AODA"). Please contact applicantsupport@transamerica.com if you are a job seeker with a disability, or are assisting someone with a disability, and require assistance to apply for one of our jobs.

Technical Assistance:

If you experience technical problems during the application process, please email applicantsupport@transamerica.com.

At Transamerica, hard work, innovative thinking and personal accountability are qualities that we honor and reward. We understand the potential that is unleashed by leveraging the talents of a diverse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities and personal interests. Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment focused on helping customers secure their long-term financial futures.

Transamerica is a part of AEGON, an international life insurance, pension, and asset management company. The AEGON companies employ approximately 28,000 people and have a strong presence in more than 20 countries across the globe. For more information, visit www.transamerica.com.