Principal Service Management Lead - Hybrid, Bala Cynwyd, PA
TMNA Services•Bala Cynwyd, PA
•Hybrid
About The Position
Tokio Marine North America Services (TMNAS) provides professional support services to Tokio Marine Group companies in the United States, including Tokio Marine America, First Insurance Company of Hawaii, and Philadelphia Insurance Companies. Its teams provide actuarial, audit, corporate communications, financial and investment, human capital, information technology, legal, and payroll expertise. The Service Manager is responsible for the ongoing governance, performance, and value realization of 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. Success includes reliable service performance, validated savings, operational discipline, effective issue resolution, continuous improvement, transparent executive reporting, and partner accountability.
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 IT Service Management (ITSM).
- Experience 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 tracking financial savings.
- 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.
- Expert knowledge of activities, tasks, practices, and deliverables for 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: responsive, consultative, collaborative, and accurate.
- 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 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’ experience preferred.
- Experience managing development projects in financial services or insurance companies; commercial property and casualty insurance is a plus.
- Experience managing a Service Management practice in commercial property and casualty insurance is desired.
Responsibilities
- Manage operational relationships and governance cadence across 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 a concise monthly executive management report covering performance trends, savings realization, key risks, corrective actions, decisions required, and upcoming priorities.
- Track agreed KPIs and SLAs, savings from forecast through realized financial benefit, governance reviews, dashboards, action tracking, and executive reporting.
- Reduce recurring service issues and ensure timely closure of corrective actions and escalations.
- Ensure partners have clear ownership of commitments and address underperformance through documented remediation plans.
- Develop methodology, training, and process controls; elicit, define, and document business functional and non-functional requirements.
- Manage third-party vendors involved in development, testing, and staff augmentation.
- Apply service management expertise to improve service reliability and deliver measurable improvement plans.
Benefits
- Competitive benefits package.
- Bonus eligibility in addition to base salary.
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What This Job Offers
Job Type
Full-time
Career Level
Principal
