Manager, ITSM Change & Release

Job Family
IT Operations
About Us
At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential of 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 — one focused on helping people look forward and plan for the best life possible while providing tools and solutions that make it easier to get there.
Who We Are
We believe everyone deserves to live their best life. More than a century ago, we were among the first financial services companies in America to serve everyday people from all walks of life.
Today, we’re part of an international holding company, with millions of customers and thousands of employees worldwide. Our insurance, retirement, and investment solutions help people make the most of what’s important to them.
We’re empowered by a vast agent network covering North America, with diversity to match. Together with our nonprofit research institute and foundation, we tune in, step up, and are a force for good — for our customers and the communities where we live, work, and play. United in our purpose, we help people create the financial freedom to live life on their terms.
What We Do
Transamerica is organized into three distinct businesses. These include 1) World Financial Group, including Transamerica Financial Advisors, 2) Protection Solutions and Savings & Investments, comprised of life insurance, annuities, employee benefits, retirement plans, and Transamerica Investment Solutions, and 3) Financial Assets, which includes legacy blocks of long term care, universal life, and variable and fixed annuities. These are supported by Transamerica Corporate, which includes Finance, People and Places, General Counsel, Risk, Internal Audit, Strategy and Development, and Corporate Affairs, which covers Communications, Brand, and Government and Policy Affairs.
Transamerica employs nearly 7,000 people. It’s part of Aegon, an integrated, diversified, international financial services group serving approximately 23.9 million customers worldwide.* For more information, visit transamerica.com.
Job Description Summary
Responsible for leading the centralised Enterprise Technology (ET) Change Enablement and Release Management team while serving as Delivery Manager for the associated operational products and processes. This role owns the product vision, roadmap and backlog alongside delivery accountability, and oversees standards, governance and continuous improvement to enable successful ET changes and coordinated releases while protecting service reliability. The position partners closely with other ITSM teams, technology teams and business stakeholders to align delivery priorities, manage risk and improve service quality and business value.
Job Description
Responsibilities:
Serve as Delivery Manager for Change Enablement and Release Management, owning the product vision, roadmap, prioritization and delivery plans, and balancing stakeholder needs, business objectives, operational priorities and available capacity.
Lead, coach, develop, and manage the Change Enablement and Release Management team, including performance management, talent development and building process and governance capabilities.
Manage resource planning, workload prioritization and on-call coverage to balance day-to-day change and release activities with strategic initiatives and process improvements.
Oversee Change Enablement and Release Management processes and standards, including risk assessment, change authorization, release planning and coordination, and operational readiness.
Partner with other ITSM Delivery Managers, technology teams and business stakeholders to improve ServiceNow (ASK) change workflows and Jira release workflows, identify automation and simplification opportunities and align cross-team dependencies and delivery expectations.
Act as a change agent to transform and continuously improve Change Enablement and Release Management through modern practices, AI adoption and automation, informed by industry best practice, stakeholder feedback and alignment with related ITSM processes, to improve efficiency, control and delivery outcomes.
Agree Change Enablement and Release Management KPIs with stakeholders and monitor change success, release outcomes and related operational trends to identify risks and target improvements.
Ensure unsuccessful changes and releases are reviewed, partnering with Incident and Problem Management teams on root cause analysis and tracking corrective actions to prevent recurrence.
Manager, Ops Service Management
Provide leadership and governance for change and release quality, compliance checks, testing and acceptance expectations, process documentation and reporting, ensuring readiness requirements are understood and met.
Serve as an escalation point for change and release risks, delivery conflicts and process issues; present performance and improvement priorities to leadership and ensure compliance with information security and operational control requirements.
Chair and facilitate the Community of Practice (CoP) meetings for Change Enablement and expand to incorporate Release Management.
Work closely with the Senior ITSM Manager to review and update the staffing strategy for Change Enablement and Release Management and determine any associated budget requirements
Qualifications:
Bachelor's degree in Information Technology, Computer Science, Business, or related field, or equivalent work experience
7+ years of experience in IT Operations, Service Management, Product Ownership, or related disciplines, including practical experience in Change Enablement and Release Management
Previous leadership experience managing professional or technical teams
Experience overseeing change and release governance, risk assessment, authorization and operational readiness, with an understanding of their relationship to Incident and Problem Management
Experience in Product Ownership within an Agile delivery environment, including defining product vision and roadmaps, prioritizing backlogs, developing user stories and acceptance criteria, and aligning capacity and delivery commitments
Strong analytical, problem-solving, and decision-making skills
Excellent verbal and written communication skills
Ability to manage competing priorities, resolve delivery dependencies and build effective relationships across technical and business teams
ITIL 4/5 Foundation certification
Preferred Qualifications:
Experi

Skills
Agile, Jira, Documentation