Service Delivery Manager - Client Success & Automation

Voya Financial, Inc.; Atlanta (GA); Hybrid; USD 100,000 - 110,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

PTO and holidays

Volunteer time

Job summary

Benefitfocus, a Voya company, is seeking a Service Delivery Manager to oversee end-to-end delivery of technical solutions for clients from its Charleston-area operation. The role collaborates with CRM, internal teams and vendor partners to ensure service excellence and continuous improvement.

The position requires 3–5 years in service delivery or related fields, leadership experience, and strong communication skills, with onsite presence up to 2 days per week. Bachelor's degree preferred.

Qualifications

• 3-5 years 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/GED +2 years’ experience may be considered in lieu of a bachelor’s degree.

Responsibilities

• Develop a strong understanding of clients’ business needs to ensure services meet expectations.
• Drive innovation and develop sustainable solutions addressing complex client requirements.
• Oversee day-to-day service delivery operations in line with SLAs and OLAs.
• Monitor and report on service performance metrics (response and resolution times).
• Coordinate with internal teams and external partners to deliver high-quality services.
• Implement and maintain service delivery best practices and standards.
• Lead continuous improvement initiatives for efficiency and customer satisfaction.
• Identify, assess, and mitigate risks impacting service delivery with stakeholders.
• Provide guidance and direction to team members to sustain high performance.

Skills

Service delivery

Team leadership

Analytical skills

Communication skills

Problem solving

Education

High School Diploma or GED

Bachelor's degree preferred

Job description

Benefitfocus, a Voya company, is seeking a Service Delivery Manager to oversee end-to-end delivery of technical solutions for clients from its Charleston-area operation. The role collaborates with CRM, internal teams and vendor partners to ensure service excellence and continuous improvement.

The position requires 3–5 years in service delivery or related fields, leadership experience, and strong communication skills, with onsite presence up to 2 days per week. Bachelor's degree preferred.