Senior IT Service Governance Lead

TMNA Services LLC; Bala Cynwyd (PA); On-site; USD 160,000 - 175,000; Full time

Benefits offered by this job

Competitive benefits

Bonus eligibility

Job summary

TMNA Services LLC provides strategic IT governance and vendor management expertise for Tokio Marine North America Group. The role oversees outsourced technology partners, ensures service quality, and tracks contractual savings while driving continuous improvement across programs.

The Service Manager leads governance reviews, monitors KPIs, and delivers monthly executive reports that highlight performance, risks, and corrective actions to leadership.

Qualifications

• Bachelor’s degree in related discipline (Masters preferred) or equivalent practical experience.
• 12+ years’ experience preferred.
• 5+ years directly overseeing major outsourced IT providers, vendor governance, performance reviews and escalations.
• Strong understanding of ITSM (IT Service Management).
• Expertise in managing large contracts and SOWs (Statements of Work).
• Proven ability to define KPIs, validate performance data, manage service credits, track SLA breaches and drive corrective actions.
• Expertise in Executive Reporting and tracking Financial Savings.
• Experience with third-party risk, audit requirements, business continuity and operational resilience.
• Demonstrated success reducing recurring incidents, improving service reliability and implementing measurable improvement plans.
• Excellent oral and written communication skills.
• Working knowledge of Service Management tools (ServiceNow) and SharePoint.
• Expert in Microsoft Office Suite.
• Expertise in methodology development, training and process control.
• Strong interpersonal relationship building skills.
• Strategic thinking and organizational acumen.

Responsibilities

• Manage the operational relationship and governance cadence across technology partners.
• Monitor KPIs, SLAs, service quality, delivery performance, risks, and corrective actions.
• Lead monthly service reviews and coordinate resolution and escalation of material performance issues.
• Partner with Finance/TBM and Vendor Management to track cost reductions, contractual commitments, productivity improvements, and realized savings.
• Maintain a consolidated dashboard covering operational performance, financial performance, savings, risks, and improvement initiatives.
• Identify and drive opportunities for service optimization, automation, demand reduction, and incremental savings.
• Coordinate dependencies between partners and internal technology teams.
• Provide a concise monthly executive management report covering performance trends, savings realization, key risks, corrective actions, decisions required, and upcoming priorities.

Skills

ITSM knowledge

Vendor governance

KPI definition

Executive reporting

Cost savings tracking

Contract management

SLA management

Third-party risk management

Analytical skills

Communication skills

Education

Bachelor’s degree or equivalent experience

Tools

ServiceNow

SharePoint

Microsoft Office Suite

Job description

TMNA Services LLC provides strategic IT governance and vendor management expertise for Tokio Marine North America Group. The role oversees outsourced technology partners, ensures service quality, and tracks contractual savings while driving continuous improvement across programs.

The Service Manager leads governance reviews, monitors KPIs, and delivers monthly executive reports that highlight performance, risks, and corrective actions to leadership.