Role SummaryThe Service Manager is responsible for the ongoing governance, performance, and value realization of strategic technology partners. The role establishes a disciplined operating cadence to ensure service quality, financial commitments, contractual obligations, and continuous improvement targets are consistently achieved.
Key Responsibilities- Manage the operational relationship and governance cadence across technology partners
- Monitor KPIs, SLAs, service quality, delivery performance, risks, and corrective actions
- Lead monthly service reviews and coordinate resolution and escalation of material performance issues
- Partner with Finance/TBM and Vendor Management to track cost reductions, contractual commitments, productivity improvements, and realized savings
- Maintain a consolidated dashboard covering operational performance, financial performance, savings, risks, and improvement initiatives
- Identify and drive opportunities for service optimization, automation, demand reduction, and incremental savings
- Coordinate dependencies between partners and internal technology teams
- Provide a concise monthly executive management report covering performance trends, savings realization, key risks, corrective actions, decisions required, and upcoming priorities
Success Measures- Service Performance: Consistent achievement of agreed KPIs and SLAs, with measurable improvement in service quality and stability
- Savings Realization: Achievement and validation of contracted and targeted savings, with clear tracking from forecast through realized financial benefit
- Operational Discipline: 100% completion of scheduled governance reviews, dashboards, action tracking, and executive reporting
- Issue Resolution: Reduction in recurring service issues and timely closure of corrective actions and escalations
- Continuous Improvement: Demonstrable productivity, automation, and service optimization improvements delivered by partners
- Executive Transparency: Clear, accurate, and timely monthly reporting that provides management with visibility into performance, financial value, risks, and required decisions
- Partner Accountability: Clear ownership and measurable follow-through against commitments, with underperformance addressed through documented remediation plans
Qualifications:- Bachelor's degree in related discipline (Masters preferred) or equivalent practical experience
- 12+ years' experience preferred
- 5+ years directly overseeing major outsourced IT providers, vendor governance, performance reviews and escalations
- A strong understanding of ITSM (IT Service Management)
- Expertise in managing large contracts and SOW's (Statements of Work)
- Proven ability to define KPIs, validate performance data, manage service credits, track SLA breaches and drive corrective actions
- Expertise in Executive Reporting and tracking Financial Savings
- Experience with third-party risk, audit requirements, business continuity and operational resilience
- Demonstrated success reducing recurring incidents, improving service reliability and implementing measurable improvement plans
- Excellent oral and written communication skills
- Working knowledge of Service Management tools (ServiceNow) and SharePoint
- Expert in Microsoft Office Suite
- Expertise in methodology development, training and process control
- Expert knowledge of activities, tasks, practices and deliverables associated with eliciting and clearly defining and documenting required business functional as well as non-functional requirements
- Expert knowledge of approaches, tools, and techniques for design and development of paper-based and online technical reference documentation, guidelines, standards, procedures, processes, applications, etc.
- Advanced expertise managing 3rd party vendors in development, testing and staff augmentation
- Strong customer service orientation (responsive, consultative, collaborative and accurate)
- Superior attention to detail
- Ability to juggle multiple, competing, frequently changing time-sensitive deadlines and priorities
- Excellent teamwork, critical thinking, analytical, judgment and interpersonal skills
- Experience managing development projects in financial services or insurance companies; commercial property and casualty insurance a plus
- Strong interpersonal relationship building skills: able to work with a variety of people and groups in a constructive and collaborative manner
- Strategic thinking; Applies organizational acumen to identify and maintain focus on key success factors for the organization
- Advanced knowledge of organizational politics and political tactics; ability to effectively navigate formal and informal communication and decision-making channels
- Experience managing Service Management practice in commercial property and casualty insurance is desired
- Strong analytical ability with the capability to determine the root cause of problems and issues and provide solutions
Salary range $160,000 to $175,000. Ultimate salary offered will be based on factors such as applicant experience and geographic location. Our company offers a competitive benefits package and bonus eligibility on top of base.
