Service Delivery Manager

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Service Delivery Manager in the United States.

This role is focused on ensuring the successful delivery, implementation, and ongoing optimization of a cloud-based benefits administration platform used by thousands of organizations and millions of end users. You will act as a key point of coordination between clients and internal teams, ensuring smooth onboarding, system configuration, and continuous service excellence. The position combines technical platform expertise with strong client-facing responsibilities, requiring both analytical thinking and relationship management skills. You will oversee the full lifecycle of client implementations, from configuration and testing to training and post-launch support. The environment is fast-paced, collaborative, and highly focused on customer success and operational quality. This role is ideal for someone who thrives at the intersection of technology, service delivery, and process improvement, with a strong passion for helping clients succeed.

• Manage end-to-end client implementation and platform configuration, including benefits setup, eligibility rules, rates, permissions, and system updates.
• Ensure quality assurance through system testing, issue tracking, and resolution of configuration or functionality-related challenges.
• Collaborate with internal teams such as product, engineering, and support to deliver seamless client implementations and ongoing service improvements.
• Serve as the primary point of contact for client inquiries, ensuring timely, accurate, and research-based responses.
• Lead client training sessions, product demonstrations, and onboarding activities to ensure effective platform adoption.
• Oversee annual benefit updates, system enhancements, and configuration changes tied to client needs and acquisitions.
• Drive issue resolution by triaging tickets, maintaining ownership through resolution, and ensuring proactive communication with clients.
• Support process improvement initiatives and contribute to the optimization of internal workflows and service delivery standards.
• Assist with reporting, carrier and payroll integrations, and special operational projects as needed.

Requirements:

• Bachelor’s degree or equivalent combination of education and professional experience.
• 5+ years of client-facing experience in service delivery, implementation, or account management roles.
• 2+ years of project management experience in a technical or client service environment.
• Strong experience in benefits administration, including eligibility rules, enrollment processes, and plan configuration.
• Hands-on experience configuring SaaS or benefits administration platforms, including system setup and maintenance.
• Strong technical aptitude with the ability to understand and configure complex systems.
• Proficiency in Microsoft Excel, including Pivot Tables and VLOOKUPs.
• Excellent communication skills, with the ability to engage both technical and non-technical stakeholders.
• Strong analytical and problem-solving skills with a detail-oriented and structured approach.
• Ability to thrive in a fast-paced, ambiguous environment while maintaining high service quality and accountability.

Benefits:

• Competitive compensation package including base salary and potential performance-based incentives
• Comprehensive health coverage including medical, dental, and vision insurance
• Flexible work arrangements with remote-first options and work-life balance support
• Retirement savings plans with employer contributions
• Professional development opportunities and career growth support
• Employee wellness programs including mental health and wellbeing resources
• Collaborative and supportive culture focused on innovation and client success
• Additional perks such as flexible scheduling and modern digital work tools