Manager, Service Delivery

Position Overview

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• Job Type: [Not Specified]
• Salary: [Not Specified]

At bswift, we've been transforming benefits administration since 1996, making it simpler, smarter, and more human. Our state-of-the-art, cloud-based technology and services empower employees to understand, manage, and love their benefits. From downtown Chicago, and remotely across the country, we serve thousands of companies and millions of people nationwide, reducing administrative burdens and freeing HR teams to focus on creating thriving, people-first workplaces.

We’re looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible and creative environment with ample opportunity for professional and personal growth. If you love the bswift values of pursue excellence, embrace accountability, deliver superior service, and be a great place to work, we want to hear from you!

The Service Delivery Manager is directly responsible for helping bswift meet and exceed client expectations by supporting consumers on our best-in-class software and services.

Responsibilities

Client Site Implementation and Maintenance

• Manage and provide technical guidance through the implementation of new client websites.
• Continually update sites as requirements change, including:
  • Benefit class matrix
  • Requirements document
  • Rates, permissions, and field options
  • Site text and resolution of open items on the questions log
• Test client sites for quality assurance and track/monitor resolution of issues.

Client Collaboration and Deliverables

• Partner with bswift teams (product management, development, call center) to meet client deliverables:
  • Create and obtain sign-off on Benefits Class Matrix, Requirements, Rates, Permissions, and Implementation Questions Log.
  • Configure systems for annual benefit program changes or acquisitions.
  • Execute non-automated service delivery processes as required.
  • Research and resolve client inquiries related to system and process issues.
• Train clients on system features and services through presentations and demos.

System Testing and Functionality

• Test new and existing system functionality to ensure accurate client system configuration.
• Conduct technical and product demonstrations for new/changing plans, site text updates, and release functionality changes.

Client Issue Resolution and Communication

• Respond to client questions and concerns about bswift products with prompt, research-based solutions.
• Triage client tickets and questions within 24 hours, maintaining ownership from initial contact to resolution.
• Provide clear and professional updates to clients throughout the process.

Process Improvement and Team Collaboration

• Drive continuous process improvements by maintaining a deep understanding of internal systems.
• Lead and create agendas for client meetings, as needed.
• Coach and mentor team members, sharing new ideas and customer insights throughout all phases of the product life cycle.

Additional Responsibilities

• Manage workflows for carrier and payroll feed setup and maintenance.
• Support sales and marketing activities as required.
• Lead special projects as assigned.
• Develop and implement fulfillment procedures.

Qualifications

Experience and Skills

• 5+ years of direct client and/or associate/analyst experience preferred.
• 2+ years of project management experience.
• Solid technical background.
• Proficiency in Excel (VLOOKUP, Pivot Tables, Basic Functionality).
• Strong written/verbal communication skills, with the ability to engage technical and non-technical personnel effectively.
• Exceptional analytical skills and ability to use data strategically.
• Demonstrated ability to work in a fast-paced, ambiguous environment while maintaining high-quality outcomes.
• High level of productivity, reliability, and attention to detail.
• Passion for teamwork, client service, and achieving business results through problem-solving.