Benefitfocus Service Delivery Manager

Voya Financial • Charleston, SC

1d • Hybrid

About The Position

The Service Delivery Manager (SDM) is responsible for end-to-end delivery of technical solutions and associated services to clients, ensuring services are efficient, effective, and aligned with client expectations. The role works closely with Client Relationship Management (CRM), internal teams, and external vendor partners to achieve successful client outcomes, service excellence, and continuous improvement throughout the client lifecycle.

The role is based near the Charleston office and is expected to be onsite, on average, up to two days per week, to support team and business priorities. The SDM oversees daily service delivery operations, monitors service performance, manages risks, and promotes service delivery standards and improvement initiatives. The role also provides guidance and direction to team members.

Benefitfocus, Inc., a Voya company, provides cloud-based benefits software solutions for consumers, employers, insurance carriers, and brokers. Its integrated platform supports shopping for, enrolling in, managing, and exchanging benefits information, including medical, dental, voluntary benefits, and wellness programs.

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.
• A 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 an understanding of clients’ business needs, objectives, and challenges to ensure services and solutions meet or exceed expectations.
• Drive innovation and develop sustainable solutions for 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 promptly.
• Implement and maintain service delivery best practices, processes, and standards.
• Lead continuous improvement initiatives to enhance service delivery efficiency, effectiveness, and customer satisfaction.
• Identify, assess, and mitigate risks that could affect service delivery, and work with stakeholders to develop and implement solutions.
• Provide guidance, support, and direction to team members, fostering performance, accountability, and engagement.
• Use technology, automation, AI, and data-driven insights to improve service delivery efficiency, issue resolution, and service quality.
• Deliver services aligned with client goals and expectations, identifying opportunities to improve customer outcomes and satisfaction.
• Ensure consistent delivery against contractual commitments, SLAs, and operational standards while managing risks and driving improvement.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• 401(k) savings plan with company matching contributions up to 6%
• Employer-paid cash balance retirement plan (4%)
• Paid time off, including 20 days of PTO, nine paid company holidays, and a flexible Diversity Celebration Day
• 40 hours of paid volunteer time per calendar year
• Incentive opportunities may be offered, depending on the role, including annual cash incentives, sales incentives, and/or long-term incentives

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED