Managing Director – Head of Technology Operations, Resiliency Services, Retirement & Insurance Solutions Technology
TIAA
full-time
Posted on:
Location Type: Hybrid
Location: Charlotte • New Jersey • North Carolina • United States
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Salary
💰 $198,100 - $308,400 per year
Job Level
About the role
- Own availability, performance, and resilience targets across all Retirement & Insurance production systems.
- Deliver measurable improvements in MTTR (Mean Time to Resolution), change success rates, and proactive issue detection.
- Govern and optimize a complex managed services portfolio ensuring accountability, cost efficiency, and service level achievement.
- Transform vendor relationships from transactional to strategic partnerships.
- Build the roadmap and capabilities to evolve from reactive TechOps to proactive Site Reliability Engineering practices.
- Ensure disaster recovery readiness, incident response excellence, and crisis leadership that protects TIAA's reputation.
Requirements
- 10+ years in large-scale production operations, infrastructure management, or site reliability engineering roles
- Minimum 7 years in leadership roles managing distributed operations teams and/or complex managed services partnerships
- Proven track record managing mission-critical systems in highly regulated industries (financial services, healthcare, insurance) with stringent availability and compliance requirements
- Demonstrated success leading operational stability during major platform migrations, data center transitions, or core system transformations
- Deep expertise in vendor management including contract negotiation, SLA enforcement, and building accountability frameworks for offshore and third-party providers
- Hands-on background as infrastructure engineer, systems administrator, or site reliability engineer providing credibility with technical teams
- Bachelor’s degree in computer science, Engineering, Information Systems, or related technical field
- Availability for 24/7 incident escalation (this is a production accountability role)
Benefits
- superior retirement program
- highly competitive health, wellness and work life offerings
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
site reliability engineeringinfrastructure managementproduction operationsvendor managementcontract negotiationSLA enforcementincident responsedisaster recoverydata center transitionscore system transformations
Soft Skills
leadershipaccountabilitycrisis leadershipstrategic partnership developmentoperational stabilityteam managementcommunicationperformance optimizationproactive issue detectionchange management