Service Delivery Manager

Origami Risk LLC•Remote,

3d•Hybrid

About The Position

As a Service Delivery Manager, you will support and drive the success of individual team members and lead a collaborative approach to achieve group goals. The Service Delivery Manager will help build out a team of Professional Services & Implementations experts to help expand our business within the property & casualty insurance space or risk management, GRC, EHC and/or healthcare software industries.

Requirements

Bachelor’s Degree in a business or technical field
JavaScript, XML, SQL preferred
5+ years of previous client facing experience in a professional services environment
2+ years of people leadership experience in a professional services environment
Insurance Claims, Billing and Policy or RMIS, GRC, EHS, and/or Healthcare software industry

Responsibilities

Coordinates assignment of colleagues to implementation projects and ongoing support accounts
Manages individual team member workloads
Intervenes and maintains contact in difficult client situations to drive projects to a successful conclusion
Accountable for meeting profitability and efficiency standards for client delivery
Ensures that all team members records hours worked in accordance with Origami's time entry policy
Ensures team members have the necessary tools, knowledge, skills to execute upon assigned deliverables
Maintains service team assignments in Salesforce
Accountable for ongoing quality of the data that drives service team metrics and for senior management reporting
Leverages Origami standard configuration where possible and follows established best practices and industry standards when designing, configuring, and consulting on solutions
Identifies potential scope creep / out-of-scope work and escalates to Project Manager
Identifies potential expanded sales opportunities and notifies / coordinates with account management team on pursuing
Records hours worked in accordance with Origami's time entry policy
Facilitates the execution of strategic and tactical initiatives throughout the year
Provides innovative ideas for ongoing improvement and evolution of the service model
Identifies and coordinates additional trainings opportunities for team members
Responsible for daily performance management of team members
Completes team member performance evaluations and manages the performance review and compensation process for their team members
Provides coaching and oversight of each team member to ensure productivity and quality
Acts as a mentor to less experienced Origami colleagues
Assists with the training and onboarding of new Origami colleagues

Benefits

Competitive medical, dental, and vision benefits
Wellness reimbursement
Life insurance
401(k) with company match
Vacation and sick leave benefits (under a flexible time off policy in most states)
Medical and Dental coverage available for employees, dependents, domestic partners, and spouses
Paid Time Off – Flexible options plus 10 paid company holidays where available
Fully Paid by Origami Risk – Vision insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance
Generous family leave options—including adoption and foster care placements
Pre-Tax Savings Accounts – Flexible Spending Account, Health Savings Account, Commuter Benefits, Dependent Care Savings Account
Retirement Savings – 401(k) with company match up to 4%
Employee Assistance Program (EAP) – Confidential & Free support offered to colleagues facing personal or work-related complications
Education Assistance Program – to help colleagues pursue industry/role-specific certifications
Wellness Benefits – reimbursement program to invest in healthy habits as well as support better colleague productivity and stress management
Additional coverages available – Pet Insurance, Critical Illness Insurance, and Voluntary Life & AD&D coverage