Benefitfocus Service Delivery Manager
About The Position
The Service Delivery Manager (SDM) is responsible for the end-to-end delivery of technical solutions and associated services to clients, ensuring services are delivered efficiently, effectively, and in alignment with client expectations. The role partners closely with Client Relationship Management (CRM), internal teams, and external vendor partners to drive successful client outcomes, service excellence, and continuous improvement throughout the client lifecycle. The role is based near the Charleston office, with expected onsite presence on average up to two days per week to support team and business priorities.
Requirements
- 3–5 years of experience in service delivery, account management, technical customer support, or related roles.
- Experience leading service delivery teams.
- Knowledge of industry-standard service delivery methodologies.
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- High School Diploma or GED required; High School Diploma/GED plus two years of experience may be considered in lieu of a bachelor’s degree.
Nice To Haves
- Bachelor’s degree in a related field.
- Demonstrated experience driving process improvements and service delivery optimization initiatives.
- Experience managing cross-functional relationships with internal stakeholders and external partners.
Responsibilities
- Develop a strong understanding of clients’ business needs, objectives, and challenges to ensure services and solutions meet or exceed expectations.
- Drive innovation and develop sustainable solutions that address complex client requirements throughout the client lifecycle.
- Oversee day-to-day service delivery operations in accordance with contractual obligations, service level agreements (SLAs), and operational level agreements (OLAs).
- Monitor and report on service performance metrics, including response times, resolution times, and overall service quality.
- Coordinate and collaborate with internal teams and external partners to deliver high-quality services and resolve issues in a timely manner.
- Implement and maintain service delivery best practices, processes, and standards.
- Lead continuous improvement initiatives focused on enhancing service delivery efficiency, effectiveness, and customer satisfaction.
- Identify, assess, and mitigate risks that could impact service delivery, partnering with stakeholders to develop and implement solutions.
- Provide guidance, support, and direction to team members, fostering high performance, accountability, and team engagement.
Benefits
- Health, dental, vision, and life insurance plans.
- 401(k) savings plan with company matching contributions up to 6%.
- Employer-paid Voya Retirement Plan cash balance benefit of 4%.
- 20 days of paid time off, nine paid company holidays, and a flexible Diversity Celebration Day.
- 40 hours of paid volunteer time per calendar year.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
