Service Delivery Manager: Client Success & Ops

Voya Financial, Inc.; South Carolina; Presencial; USD 100.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health, dental, vision & lifeinsurance

401(k) with company match

Paid time off

Descripción de la vacante

Voya Financial is seeking a Service Delivery Manager (SDM) based near our Charleston office, with expected onsite presence on average up to 2 days per week to support team and business priorities.

The SDM will own the end-to-end delivery of technical solutions and associated services, partnering with Client Relationship Management, internal teams, and external vendors to drive successful client outcomes and continuous improvement.

Formación

• 3-5 years of experience 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 or GED required; bachelor’s degree preferred. High School Diploma/GED +2 years’ experience may be considered in lieu of a bachelor’s degree.

Responsabilidades

• Develop a strong understanding of clients’ business needs, objectives, and challenges to ensure services and solutions meet or exceed expectations.
• Drive innovation and develop sustainable solutions that address complex client requirements throughout the client lifecycle.
• Oversee day-to-day service delivery operations, ensuring services are delivered in accordance with contractual obligations, service level agreements (SLAs), and operational level agreements (OLAs).
• Monitor and report on service performance metrics, including response times, resolution times, and overall service quality.
• Coordinate and collaborate with internal teams and external partners to deliver high-quality services and resolve issues in a timely manner.
• Implement and maintain service delivery best practices, processes, and standards.
• Lead continuous improvement initiatives focused on enhancing service delivery efficiency, effectiveness, and customer satisfaction.
• Identify, assess, and mitigate risks that could impact service delivery and partner with stakeholders to develop and implement solutions.
• Provide guidance, support, and direction to team members, fostering high performance, accountability, and team engagement.

Conocimientos

Service delivery

Team leadership

Communication skills

Problem solving

Analytical skills

Educación

High School Diploma or GED

Bachelor's degree preferred

Descripción del empleo

Voya Financial is seeking a Service Delivery Manager (SDM) based near our Charleston office, with expected onsite presence on average up to 2 days per week to support team and business priorities.

The SDM will own the end-to-end delivery of technical solutions and associated services, partnering with Client Relationship Management, internal teams, and external vendors to drive successful client outcomes and continuous improvement.