Benefitfocus Service Delivery Manager

godirect; Charleston (SC); On-site; USD 90,000 - 130,000; Full time

Job summary

Benefitfocus, Inc. (a Voya company) seeks a Service Delivery Manager to lead end-to-end delivery of technical solutions and services for clients. The role partners with CRM, internal teams and vendor partners to ensure successful outcomes and continuous improvement.

The position is based near Charleston, SC, with onsite presence up to 2 days per week to support team priorities. You will develop an understanding of clients’ business needs, drive innovations, monitor performance metrics, and

Qualifications

• 3-5 years of experience in service delivery or related roles.
• Experience leading service delivery teams.
• Knowledge of industry-standard service delivery methodologies.

Responsibilities

• Oversee end-to-end service delivery to clients.
• Collaborate with CRM, internal teams and external partners.
• Ensure services meet contractual obligations and SLAs/OLAs.
• Monitor service performance metrics and drive improvements.
• Provide guidance and leadership to team members.

Skills

Service delivery

Account management

Team leadership

Client relationship

SLAs/OLAs

Education

Bachelor's degree

Job description

Together we fight for everyone's opportunity for a better financial future.

We will do this together - with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone's access to opportunities. The status quo is not good enough ... we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future. We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action. We are committed to a work environment where the differences that we are born with - and those we acquire throughout our lives - are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture?

About Benefitfocus:

Benefitfocus, Inc., a Voya company, is a leading provider of cloud-based benefits software solutions for consumers, employers, insurance carriers and brokers. Benefitfocus has served numerous consumers on its platform that consists of an integrated portfolio of products and services enabling clients to shop, enroll, manage and exchange benefits information more efficiently. With a user-friendly interface and consumer-centric design, the Benefitfocus Platform provides one place for consumers to access all their benefits. Benefitfocus solutions support the administration of all types of benefits including core medical, dental, and other voluntary benefits plans as well as wellness programs.

Get to Know the Opportunity:

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. This 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.

This role is based near our Charleston office, with expected onsite presence on average up to 2 days per week to support team and business priorities.

The Contributions You’ll Make:

• 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, ensuring services are delivered 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 and partner with stakeholders to develop and implement solutions.
• Provide guidance, support, and direction to team members, fostering high performance, accountability, and team engagement.

Minimum Knowledge & Experience:

• 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; bachelor's degree preferred. High School Diploma/GED +2 years' experience may be considered in lieu of a bachelor's degree.

Preferred Knowledge & Experience:

• 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.

How This Role Aligns to Our Core Four:

At Voya, our Core Four represent the behaviors and priorities that help us deliver strong outcomes for our customers, colleagues, and business partners. This role supports those expectations through client partnership, operational excellence, and continuous service improvement.

Instill Customer Obsession - Deliver services tha