Senior IT Service & Vendor Governance Lead

Tokio Marine Group of Companies; Lower Merion Township (Montgomery County); On-site; USD 160,000 - 175,000; Full time

Job summary

Tokio Marine North America Services (TMNAS) seeks a Service Manager to govern two strategic technology partners and drive value realization. You will establish operating cadences to ensure KPIs, SLAs, and contractual obligations are met while guiding continuous improvement efforts across governance, reporting, and savings realization.

The role requires extensive IT governance experience, a strong background in ITSM, and a proven ability to manage large contracts and 3rd party vendors.

Qualifications

• Bachelor’s degree in related discipline; Masters preferred or equivalent experience.
• 12+ years’ experience preferred.
• 5+ years 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.
• Advanced expertise managing 3rd party vendors in development, testing and staff augmentation.
• Strong customer service orientation, attention to detail, and ability to juggle deadlines.
• Experience managing development projects in financial services or insurance; commercial property and casualty insurance a plus.
• Strong interpersonal relationship building skills; strategic thinking and organizational awareness.
• Experience managing Service Management practice in commercial property and casualty insurance is desired.
• Strong analytical ability to determine root cause and provide solutions.

Responsibilities

• Manage the operational relationship and governance cadence across both 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.

Education

Bachelor’s degree in related discipline; Masters preferred or equivalent experience

Tools

ServiceNow

SharePoint

Microsoft Office Suite

Job description

Tokio Marine North America Services (TMNAS) seeks a Service Manager to govern two strategic technology partners and drive value realization. You will establish operating cadences to ensure KPIs, SLAs, and contractual obligations are met while guiding continuous improvement efforts across governance, reporting, and savings realization.

The role requires extensive IT governance experience, a strong background in ITSM, and a proven ability to manage large contracts and 3rd party vendors.