Principal Service Management Lead - Hybrid, Bala Cynwyd, PA
About The Position
Tokio Marine North America Services (TMNAS) provides professional support services to Tokio Marine Group companies in the United States. The Principal Service Management Lead is responsible for the ongoing governance, performance, and value realization of two strategic technology partners. The role establishes a disciplined operating cadence to ensure service quality, financial commitments, contractual obligations, and continuous improvement targets are consistently achieved. The position manages the operational relationships with both partners, monitors performance and financial measures, leads service reviews, and coordinates resolution of material issues. Working with Finance/TBM, Vendor Management, and internal technology teams, the lead tracks contractual commitments, cost reductions, productivity improvements, and realized savings. The role also maintains consolidated performance dashboards and provides concise monthly executive reporting on trends, financial value, risks, corrective actions, decisions, and priorities.
Requirements
- Bachelor’s degree in a related discipline or equivalent practical experience.
- At least 5 years directly overseeing major outsourced IT providers, vendor governance, performance reviews, and escalations.
- Strong understanding of ITSM (IT Service Management).
- Expertise managing large contracts and Statements of Work (SOWs).
- Ability to define KPIs, validate performance data, manage service credits, track SLA breaches, and drive corrective actions.
- Expertise in executive reporting and financial savings tracking.
- Experience with third-party risk, audit requirements, business continuity, and operational resilience.
- Demonstrated success reducing recurring incidents, improving service reliability, and implementing measurable improvement plans.
- Excellent oral and written communication skills.
- Working knowledge of Service Management tools, including ServiceNow, and SharePoint.
- Expertise in Microsoft Office Suite.
- Expertise in methodology development, training, and process control.
- Expert knowledge of eliciting, defining, and documenting business functional and non-functional requirements.
- Expert knowledge of approaches, tools, and techniques for designing and developing paper-based and online technical reference documentation, guidelines, standards, procedures, processes, and applications.
- Advanced expertise managing third-party vendors in development, testing, and staff augmentation.
- Strong customer service orientation, including responsiveness, consultative collaboration, and accuracy.
- Superior attention to detail.
- Ability to manage multiple, competing, frequently changing, time-sensitive deadlines and priorities.
- Excellent teamwork, critical thinking, analytical, judgment, and interpersonal skills.
- Strong interpersonal relationship-building skills and ability to work constructively and collaboratively with varied people and groups.
- Strategic thinking and organizational acumen to identify and maintain focus on key organizational success factors.
- Advanced knowledge of organizational politics and political tactics, with ability to navigate formal and informal communication and decision-making channels.
- Strong analytical ability to determine root causes of problems and issues and provide solutions.
Nice To Haves
- Master’s degree preferred.
- 12+ years of experience preferred.
- Experience managing development projects in financial services or insurance companies; commercial property and casualty insurance experience is a plus.
- Experience managing a Service Management practice in commercial property and casualty insurance is desired.
Responsibilities
- Manage the operational relationship and governance cadence across two technology partners.
- Monitor KPIs, SLAs, service quality, delivery performance, risks, and corrective actions.
- Lead monthly service reviews and coordinate resolution and escalation of material performance issues.
- Partner with Finance/TBM and Vendor Management to track cost reductions, contractual commitments, productivity improvements, and realized savings.
- Maintain a consolidated dashboard covering operational and financial performance, savings, risks, and improvement initiatives.
- Identify and drive opportunities for service optimization, automation, demand reduction, and incremental savings.
- Coordinate dependencies between partners and internal technology teams.
- Provide monthly executive management reporting on performance trends, savings realization, key risks, corrective actions, decisions required, and upcoming priorities.
- Track partner commitments and address underperformance through documented remediation plans.
- Drive continuous improvement, issue resolution, service reliability, and operational discipline.
Benefits
- Competitive benefits package
- Bonus eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Principal
