Service Delivery Manager - Cloud Benefits Platform

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

Benefits offered by this job

Health, dental, vision and life保险

401(k) with company match

Paid time off – 20 days + holidays

Volunteer time 40 hours per year

Job summary

Voya Financial, Inc. is seeking a Service Delivery Manager to oversee end-to-end technical service delivery to clients, partnering with CRM, internal teams, and vendors. The role emphasizes efficient delivery, client satisfaction, and continuous improvement.

The position is based near Charleston with expected onsite presence up to 2 days per week to support priorities. Qualified candidates will have 3–5 years in service delivery or related roles, strong leadership, and a bachelor’s degree is

Qualifications

• 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.

Responsibilities

• Develop a strong understanding of clients’ business needs to ensure services meet expectations.
• Drive innovative and sustainable solutions addressing client requirements.
• Oversee day-to-day service delivery operations per SLAs and OLAs.
• Monitor and report 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 to enhance efficiency and satisfaction.
• Identify and mitigate risks impacting service delivery with stakeholders.
• Provide guidance and direction to team members to maintain high performance.

Skills

Service delivery leadership

Client relationship management

Problem solving

Communication skills

Education

High School Diploma or GED

Bachelor’s degree preferred

Job description

Voya Financial, Inc. is seeking a Service Delivery Manager to oversee end-to-end technical service delivery to clients, partnering with CRM, internal teams, and vendors. The role emphasizes efficient delivery, client satisfaction, and continuous improvement.

The position is based near Charleston with expected onsite presence up to 2 days per week to support priorities. Qualified candidates will have 3–5 years in service delivery or related roles, strong leadership, and a bachelor’s degree is