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.
Accountabilities:- 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
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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