Service Delivery Manager

Want to be a bswifter? 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! ABOUT US: bswift is a leading benefits administration company that specializes in providing tailored solutions for our clients. Our mission is to simplify the complex world of employee benefits and deliver exceptional service to our clients. We are looking for a talented and experienced individual to join our team as the Service Delivery Manager . WHAT YOU’LL DO: 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. This role partners closely with internal teams and clients to implement, maintain, and optimize client benefit administration sites while ensuring high‑quality service delivery, timely issue resolution, and continuous process improvement. WHAT YOU WILL BE RESPONSIBLE FOR (Essential Functions): Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Client Site Implementation and Maintenance Manage and provide technical guidance through the implementation of new client websites. Continually update client sites as requirements change, including benefit class matrices, requirements documents, rates, permissions, field options, site text, and open items from implementation question logs. Test client sites for quality assurance and track, monitor, and drive resolution of identified issues. Client Collaboration and Deliverables Partner with bswift teams (product management, development, call center) to meet client deliverables. Create, manage, and obtain client sign‑off on Benefits Class Matrices, Requirements, Rates, Permissions, and Implementation Question Logs. Configure systems for annual benefit program changes and client 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 demonstrations. System Testing and Functionality Test new and existing system functionality to ensure accurate client system configuration. Conduct technical and product demonstrations for new or changing plans, site text updates, and release functionality changes. Client Issue Resolution and Communication Respond to client questions and concerns regarding bswift products with prompt, research‑based solutions. Triage client tickets and questions within 24 hours, maintaining ownership from initial contact through resolution. Provide clear, professional, and proactive communication to clients throughout the issue resolution process. Process Improvement and Team Collaboration Drive continuous process improvements by maintaining a deep understanding of internal systems and workflows. Lead and create agendas for client meetings, as needed. Coach and mentor team members, sharing best practices, 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. WHAT YOU NEED TO SUCCEED (Required Education and Experience): Bachelor’s Degree or an equivalent combination of education and experience. 5+ years of direct client‑facing experience and/or associate or analyst experience. 2+ years of project management experience. Experience working within benefits administration, including knowledge of benefit plans, eligibility rules, enrollment processes, and client benefit programs. Hands‑on experience configuring a benefits administration platform, including plan setup, eligibility rules, rates, permissions, and overall site configuration. Solid technical background with the ability to understand and configure complex systems. Proficiency in Microsoft Excel, including VLOOKUPs, Pivot Tables, and basic functionality. Strong written and verbal communication skills, with the ability to effectively engage technical and non‑technical audiences. Exceptional analytical and problem‑solving skills with the 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. NICE TO HAVE (Preferred Education and Experience): Experience supporting HR technology or SaaS‑based benefits administration platforms. Experience working in a professional services or client implementation environment. OTHER DUTIES Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Why Join bswift? At bswift, we empower our employees to make a meaningful impact, innovate, and grow. Joining our team means stepping into a collaborative and dynamic environment that values creativity, initiative, and a passion for client success. We are dedicated to fostering an inclusive workplace that celebrates diversity and values each team member’s unique contributions. Benefits of Working at bswift: Comprehensive Health Benefits : Health, dental, and vision plans to support your wellness. Competitive Compensation : A package recognizing your skills and contributions, including performance-based incentives. Flexible Work Environment : Remote-first, office-friendly options. Retirement Savings Plans : Employer-sponsored programs for financial security. Professional Development : Career growth opportunities through training and resources. Supportive Culture : Collaboration, open communication, and creative problem-solving. Employee Wellbeing Initiatives : Mental health, financial planning, and wellness resources. Make an Impact At bswift, your work directly contributes to transforming how organizations approach benefits administration and client engagement. Join us to be part of a team making a meaningful difference in the lives of our clients and their employees. Standard working hours : 8 AM