Service Delivery Senior Professional

#LI-DNI

The Service Delivery Senior Professional, working under general supervision, is responsible for ensuring the effective and efficient delivery of services to clients or customers. The role is responsible for developing and implementing service delivery strategies, processes, and procedures to meet the needs and expectations of clients. The role establishes and monitors service level agreements (SLAs) and key performance indicators (KPIs) to measure and track service quality and performance. The role requires collaborating with internal teams, such as sales, operations, and support, to ensure seamless service delivery and resolution of customer issues. The role also plays a key role in identifying areas for improvement, implementing service enhancements, and optimizing service delivery workflows. 

• Collaborates with clients to understand their service requirements and develop customized service delivery solutions that align with their needs and objectives.
• Oversees the end-to-end delivery of services to clients, ensuring adherence to service level agreements (SLAs) and contractual obligations.
• Leads a team of service delivery professionals, providing guidance, coaching, and support to drive high performance and achieve service excellence.
• Monitors service performance, analyzes metrics and key performance indicators (KPIs), and proactively addresses any deviations or areas of improvement.
• Conducts regular service reviews with clients to assess satisfaction levels, gather feedback, and identify opportunities for enhancing service quality and value.
• Manages escalations and critical incidents, coordinating with internal teams, vendors, and stakeholders to ensure swift resolution and minimize service disruptions.
• Develops and maintains strong client relationships, acting as a trusted advisor and point of escalation for any service-related concerns or issues.
• Collaborates with cross-functional teams, including sales, operations, and technical teams, to ensure effective coordination and alignment of service delivery activities.
• Drives continuous improvement initiatives, leveraging industry best practices, automation, and innovation to optimize service delivery processes and enhance efficiency.
• Prepares and presents regular reports and executive summaries on service delivery performance, highlighting achievements, challenges, and recommendations for improvement.

• 5+ years of experience in Commercial and/or Small Business P&C insurance, IT Infrastructure & Systems Administration or a related field.
• Bachelor’s degree in Computer Science, Information Technology, Business or a related field and/or commensurate experience.

Location

Hybrid defined as three or more days per week in the office.

Behavioral Competencies

• Collaborates
• Communicates Effectively
• Customer Focus
• Decision Quality
• Nimble Learning