Senior Service Delivery Manager

bswift; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

bswift is seeking a Senior Service Delivery Consultant to drive high-quality client implementations and ongoing service excellence. You will partner with clients as a strategic and operational advisor, owning complex configuration and delivery without direct people management.

Collaborate cross-functionally with Product, Development, Call Center, and client teams to improve processes, support open enrollment, and contribute to growth opportunities while upholding the company’s values.

Qualifications

• 6+ years in benefits administration and direct client service.
• 3+ years of project management for complex client projects.
• Experience with HRIS or benefits platforms.

Responsibilities

• Serve as strategic partner to clients and own complex configuration.
• Lead or support client meetings and quarterly stewardship.
• Collaborate with Product, Development, and service teams to improve processes.
• Provide subject matter expertise and contribute to knowledge sharing.

Skills

Project management

Client service

Education

Bachelor's degree

Job description

Want to be a bswifter?

At bswift we've been transforming benefits administration since 1996, making it simpler, smarter, and more human. Our state-of-the-art, cloud-based technology and services empower employees to understand, manage, and love their benefits. From downtown Chicago, and remotely across the country, we serve thousands of companies and millions of people nationwide, reducing administrative burdens and freeing HR teams to focus on creating thriving, people-first workplaces.

We're looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth. If you love the bswift values of pursue excellence, embrace accountability, deliver superior service, and be a great place to work, we want to hear from you!

ABOUT US

bswift is a leading benefits administration company that specializes in providing tailored solutions for our clients. Our mission is to simplify the complex world of employee benefits and deliver exceptional service to our clients. We are seeking an experienced, client-focused professional to join our organization as a Senior Service Delivery Consultant.

At bswift, our culture is grounded in our core values: Pursue Excellence, Embrace Accountability, Deliver Superior Service, and Be a Great Place to Work. These values guide how we serve our clients, collaborate as teams, and grow our careers.

WHAT YOU'LL DO

The Senior Service Delivery Consultant is a senior-level individual contributor responsible for delivering high-quality client implementations and ongoing service excellence. This role serves as a strategic and operational partner to clients, owns complex configuration and service delivery work, and drives continuous improvement across processes, systems, and client outcomes without direct people management responsibilities.

WHAT YOU WILL BE RESPONSIBLE FOR (Essential Functions)

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Client Partnership & Service Delivery

• Demonstrate a high standard of accountability, service excellence, and professionalism in all client and internal interactions.
• Develop and maintain strong strategic and operational relationships with assigned clients.
• Serve as a primary point of contact for complex client needs, ensuring timely issue resolution and exceptional customer service.
• Lead recurring client meetings to drive alignment, progress, and satisfaction.
• Proactively consult clients on best practices and recommend system and process improvements throughout the year and during open enrollment.
• Lead quarterly stewardship meetings and other recurring client engagements.

Implementation & Configuration Ownership

• Partner with clients to gather, document, and obtain sign-off on Benefits Class Matrices, requirements documentation, rates, permissions, field options, site text, and implementation logs.
• Configure the benefits administration system to support new implementations, annual benefit program changes, acquisitions, and enhancements.
• Execute and oversee system testing to ensure accurate configuration and readiness for production.
• Ensure execution of non-automated service delivery processes in alignment with contractual scope and client requirements.
• Research, troubleshoot, and resolve complex system and process-related client inquiries.

Cross-Functional Collaboration & Continuous Improvement

• Coordinate cross-functionally with Product Management, Development, Call Center, and internal service teams to meet client deliverables.
• Partner with Product and Development teams to identify, recommend, and support system enhancements based on client needs and feedback.
• Drive operational efficiency and quality through process improvement initiatives and adherence to standard operating procedures.
• Contribute to sales, renewal, and strategic initiatives, including client presentations and growth opportunities.
• Consult clients on additional bswift products and services to expand value and deepen partnerships.
• Lead or support special projects as assigned.

Knowledge Sharing & Subject Matter Expertise

• Act as a subject matter expert within the Client Services organization.
• Provide informal guidance, peer support, and knowledge sharing to less experienced team members.
• Contribute to documentation, training materials, and best practices to strengthen overall service delivery quality.

WHAT YOU NEED TO SUCCEED (Required Education and Experience)

• Bachelor's degree or an equivalent combination of education and experience.
• 6+ years of experience in benefits administration and direct client service.
• Proven experience working within a benefits administration platform, HRIS, or benefits/technology-enabled services environment.
• 3+ years of project management experience supporting complex client