Benefitfocus Service Delivery Manager

Together we fight for everyone’s opportunity for a better financial future.

We will do this together — with customers, partners and colleagues. We will fight for others, not against: We will stand up for and champion everyone’s access to opportunities. The status quo is not good enough … we believe every individual and every community deserves access to financial opportunities. We are determined to support both individuals and communities in reaching a better financial future.  We know that reaching this future depends on our actions today.

Like our Purpose Statement, Voya believes in being bold and committed to action.  We are committed to a work environment where the differences that we are born with — and those we acquire throughout our lives — are understood, valued and intentionally pursued. We believe that our employees own our culture and have a responsibility to foster an environment where we all feel comfortable bringing our whole selves to work. Purposefully bringing our differences together to positively influence our culture, serve our clients and enrich our communities is essential to our vision.

Are you ready to join a company with a strong purpose and a winning culture? Start your Voyage – Apply Now

About Benefitfocus:

Benefitfocus, Inc., a Voya company, is a leading provider of cloud-based benefits software solutions for consumers, employers, insurance carriers and brokers. Benefitfocus has served numerous consumers on its platform that consists of an integrated portfolio of products and services enabling clients to shop, enroll, manage and exchange benefits information more efficiently. With a user-friendly interface and consumer-centric design, the Benefitfocus Platform provides one place for consumers to access all their benefits. Benefitfocus solutions support the administration of all types of benefits including core medical, dental, and other voluntary benefits plans as well as wellness programs.

Get to Know the Opportunity:

The Service Delivery Manager (SDM) is responsible for the end-to-end delivery of technical solutions and associated services to clients, ensuring services are delivered efficiently, effectively, and in alignment with client expectations. This role partners closely with Client Relationship Management (CRM), internal teams, and external vendor partners to drive successful client outcomes, service excellence, and continuous improvement throughout the client lifecycle.

This role is based near our Charleston office, with expected onsite presence on average up to 2 days per week to support team and business priorities.

The Contributions You’ll Make:

- Develop a strong understanding of clients’ business needs, objectives, and challenges to ensure services and solutions meet or exceed expectations.
- Drive innovation and develop sustainable solutions that address complex client requirements throughout the client lifecycle.
- Oversee day-to-day service delivery operations, ensuring services are delivered in accordance with contractual obligations, service level agreements (SLAs), and operational level agreements (OLAs).
- Monitor and report on service performance metrics, including response times, resolution times, and overall service quality.
- Coordinate and collaborate with internal teams and external partners to deliver high-quality services and resolve issues in a timely manner.
- Implement and maintain service delivery best practices, processes, and standards.
- Lead continuous improvement initiatives focused on enhancing service delivery efficiency, effectiveness, and customer satisfaction.
- Identify, assess, and mitigate risks that could impact service delivery and partner with stakeholders to develop and implement solutions.
- Provide guidance, support, and direction to team members, fostering high performance, accountability, and team engagement.

Minimum Knowledge & Experience:

- 3-5 years of experience in service delivery, account management, technical customer support, or related roles.
- Experience leading service delivery teams.
- Knowledge of industry-standard service delivery methodologies.
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- High School Diploma or GED required; bachelor’s degree preferred. High School Diploma/GED +2 years’ experience may be considered in lieu of a bachelor’s degree.

Preferred Knowledge & Experience:

- Bachelor’s degree in a related field.
- Demonstrated experience driving process improvements and service delivery optimization initiatives.
- Experience managing cross-functional relationships with internal stakeholders and external partners.

How This Role Aligns to Our Core Four:

At Voya, our Core Four represent the behaviors and priorities that help us deliver strong outcomes for our customers, colleagues, and business partners. This role supports those expectations through client partnership, operational excellence, and continuous service improvement.

- Instill Customer Obsession – Deliver services that align with client goals and expectations while proactively identifying opportunities to improve customer outcomes and satisfaction.
- Transform with Automation/AI – Leverage technology, automation, AI, and data-driven insights to improve service delivery efficiency, issue resolution, and overall service quality.
- Drive Higher Performance Through Our People – Collaborate across teams and provide guidance that enables effective execution, accountability, and a positive team environment.
- Execute on the Fundamentals – Ensure consistent delivery against contractual commitments, SLAs, and operational standards while actively managing risks and driving continuous improvement.

#LI-LH1

Compensation Pay Disclosure:

Voya is committed to pay that’s fair and equitable, which means comparable pay for comparable roles and responsibilities.

The below annual base salary range reflects the expected hiring range(s) for this position in the location(s) listed. In addition to base salary, Voya may offer incentive opportunities (i.e., annual cash incentives, sales incentives, and/or long-term incentives) based on the role to reward the achievement of annual performance objectives. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Voya Financial is willing to pay at the time of this posting.

Actual compensation offered may vary from the posted salary range based upon the candidate’s geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

$100,000 - $110,000

Be Well. Stay Well.

Voya provides the resources that can make a difference in your lives. To us, this means thriving physically, financially, socially and emotionally. Voya benefits are designed to help you do just that. That’s why we offer an array of plans, programs, tools and resources with one goal in mind: To help you and your family be well and stay well.

What We Offer

- Health, dental, vision and life insurance plans
- 401(k) Savings plan – with generous company matching contributions (up to 6%)
- Voya Retirement Plan – employer paid cash balance retirement plan (4%)
- Paid time off – including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day.
- Paid volunteer time — 40 hours per calendar year

Learn more about Voya benefits (download PDF)

Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

- Customer Focused : Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
- Critical Thinking : Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
- Team Mentality : Partnering effectively to drive our culture and execute on our common goals.
- Business Acumen : Appreciation and understanding of the financial services industry in order to make sound business decisions.
- Learning Agility : Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.

Learn more about Critical Skills

Equal Employment Opportunity

Voya Financial is an equal-opportunity employer. Voya Financial provides equal opportunity to qualified individuals regardless of race, color, sex, national origin, citizenship status, religion, age, disability, veteran status, creed, marital status, sexual orientation, gender identity, genetic information, or any other status protected by state or local law.

Reasonable Accommodations

Voya is committed to the inclusion of all qualified individuals. As part of this commitment, Voya will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please reference resources for applicants with disabilities .

Misuse of Voya's name in fraud schemes