Remote Technical Lead - SaaS Service Delivery

Voya Financial, Inc.; United States; Remote; USD 75,000 - 85,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid time off

Volunteer time

Job summary

Benefitfocus Platform, a Voya company, delivers cloud-based benefits solutions and supports medical, dental, voluntary benefits, and wellness programs. The Technical Lead ensures end-to-end delivery and acts as the subject matter expert for assigned clients, partnering with CRM, internal teams and vendor partners to drive successful outcomes.

The role emphasizes aligning services with client expectations, driving innovation, and maintaining SLAs, OLAs, and high-quality delivery across the client

Qualifications

• High School Diploma or GED required; bachelor’s degree preferred
• 3-5 years of experience in service delivery, account management, technical customer support, or related client-facing roles
• Experience leading service delivery teams or coordinating technical service delivery efforts
• Strong problem-solving and analytical skills
• Excellent communication, collaboration, and interpersonal skills
• Ability to manage multiple priorities and work effectively across internal and external stakeholder groups

Responsibilities

• Serve as the technical lead and primary technical subject matter expert for assigned client accounts.
• Understand client needs, objectives, and business challenges to ensure services and solutions meet or exceed expectations.
• Drive innovation and develop sustainable solutions to address complex client requirements throughout the client lifecycle.
• Oversee day-to-day service delivery operations, ensuring services are provided in accordance with contractual commitments, service level agreements (SLAs), and operational level agreements (OLAs).
• Monitor service delivery performance, including response times, resolution times, and overall service quality metrics.
• Coordinate and collaborate with cross-functional internal teams and external vendor partners to ensure timely delivery of high-quality services.
• Proactively identify, escalation, and resolve service delivery issues and risks.
• Implement and maintain best practices, processes, and standards that support successful client outcomes.
• Lead continuous improvement initiatives to enhance service delivery effectiveness, efficiency, and client satisfaction.
• Provide guidance, training, and support to team members to foster strong performance, collaboration, and engagement.

Skills

Technical leadership

Client relationship management

Service delivery

Communication

Problem solving

Education

Bachelor’s degree preferred

Job description

Benefitfocus Platform, a Voya company, delivers cloud-based benefits solutions and supports medical, dental, voluntary benefits, and wellness programs. The Technical Lead ensures end-to-end delivery and acts as the subject matter expert for assigned clients, partnering with CRM, internal teams and vendor partners to drive successful outcomes.

The role emphasizes aligning services with client expectations, driving innovation, and maintaining SLAs, OLAs, and high-quality delivery across the client