T-LOB Service Delivery Manager

Willis Towers Watson   •  

Newton, KS

5 - 7 years

Posted 266 days ago

This job is no longer available.


The RoleIn this role, the Service Delivery Manager (SDM) will be responsible for managing our HR Portal software client portfolio. This role is responsible for managing the customer life cycle from onboarding to expansion by managing project team members, ensuring deadlines and budgets are met, quality standards are upheld and project success criteria are achieved. The ability to effectively communicate with the client, as well as internal team members, is critical to success in this role. This individual will work with Divisional and National Consultants to investigate, plan, analyze and develop effective solutions for HR business and technology issues. The successful candidate will work closely with Technical Leads and Software Developers on client-facing projects to ensure the software meets, and continues to meet, the clients’ needs and expectations. The successful candidate should have strong analytical skills and a firm understanding of SDLC methodology and documentation. All of our work is team-based with the focus on delivering the highest levels of client satisfaction. The SDM will ensure appropriate actions and communications are taken in order to provide results and solutions that fall within the boundaries of our client expectations. The SDM may also be required to provide support to enable our Sales organization to be effective in client retention and expansion. 
Preferred Locations: Philadelphia, Boston, Denver, ClevelandPrimary Role Objectives 

  • Act as a point of contact for client software delivery and support
  • Build client relationships and recognize growth opportunities 
  • Enhance client willingness to serve as a reference and renew contracts
  • Effectively communicate with clients, Support, Sales, Client Relationship Director and project teams 
  • Work across a broad range of clients and products
  • Collate client information and prepare the technical setup and specifications for data capture, analysis and reporting


  • Manage client budgets and invoicing process and ensure accuracy of activity
  • Identify out-of-scope work, manage Change Order development and may manage the delivery of features
  • Utilize standard work processes, tools, and methodologies to improve quality and profitability 


  • Contribute to the development of new tools, approaches and quality standards 
  • Demonstrate commitment to quality and continuous improvement
  • Drive client satisfaction including creating referenceable clients 
  • Identify common requests, issues, and opportunities across clients and propose appropriate action


  • Promote effective team communication
  • Promote a positive workplace environment
  • Serve as mentor and resource for less experienced colleagues
  • Ensure that work is leveraged to the appropriate level 
  • Identify and help resolve issues/barriers to success 
  • Demonstrates leadership abilities within assigned business units using appropriate influencing and consensus building to manage expectations and cultivate outcome improvement

The Requirements

  • BS / BA degree or relevant experience
  • 5+ years of experience in software delivery and support
  • Functional knowledge of human resources or Benefits Communications, Talent Management, or Compensation
  • Ability to effectively communicate and interact with all levels of employees within the organization
  • Ability to effectively communicate with clients as well as internal team members
  • Ability to balance multiple priorities and initiatives, producing quality deliverables on time and within budget
  • Adept at learning new technologies and tools
  • Proven ability to recognize and diagnose issues, work in teams, and leverage the resources of other related groups to address client challenges
  • Ability to make high level decisions utilizing problem-solving and analytical skills
  • Responsible for ensuring the system performs according to client business requirements and approved specifications
  • Highly computer literate and keen on learning and using new software applications
  • Understanding/experience with web technologies including HTML
  • Intermediate to advanced SQL skills preferred
  • Attends team or client meetings as appropriate to present project specifications or report project status
  • Develop client specific knowledge with regard to software configuration, usage, data and business processes, which can be leveraged to ensure the best possible solutions are delivered in response to client requests
  • Experience managing project financials, scope management and budget tracking
  • Excellent communication skills, both written and verbal
  • Meeting facilitation skills
  • Detail orientated, strong analytical thinker
  • Demonstrated ability to work on virtual teams 
  • Process driven with ability to modify approach 
  • Must be self-motivated and able to remain focused on assigned projects
  • Demonstrated commitment to quality and continuous improvement
  • Ability to travel (15-20%) and work extended hours as needed