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 will also support clients utilizing the Evive personalization platform, helping drive engagement through customized, data-driven communications that enhance benefit awareness and utilization.

WHAT YOU WILL BE RESPONSIBLE FOR (Essential Functions):

• Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
• Help manage and provide technical guidance through the implementation of new client websites.

Continually update sites as requirements change each year or as needed (including benefit class matrix, requirements documents, rates, permissions, field options, site text, and open items on the questions log).

• Test client sites for quality assurance and monitor issue resolution.

Collaborate with cross-functional teams (product management, development, call center) to meet client deliverables, including:

• Creating Benefits Class Matrix, Requirements, Rates, Permissions, Field Options, Site Text, and Implementation Questions Log with client sign-off.
• Configuring system updates for annual benefit program changes or acquisitions.
• Executing non-automated service delivery processes to satisfy scope requirements.
• Researching and resolving client inquiries regarding system and process issues.
• Training clients on new and existing system features and services, including preparing and conducting technical/product presentations and demos.

Evive & Personalization Platform Responsibilities:

• Support Evive and personalization platform clients, with a focus on enabling personalized benefits communications and engagement experiences.
• Partner with clients and key vendors to optimize use of the Evive (MyEvive) product, driving awareness and utilization of health and welfare benefits through data-driven communication tools.
• Serve as a primary client contact for Evive-related initiatives, ensuring seamless integration, accurate configuration, and a positive end-user experience.
• Collaborate with internal teams to troubleshoot, test, and enhance personalization platform functionality, ensuring alignment with client needs and benefit programs.
• Contribute to continuous improvement efforts by identifying opportunities to streamline processes, improve data accuracy, and elevate the client experience.

General Responsibilities:

• Test new and existing system functionality to ensure accuracy of client system configuration.
• Prepare and conduct technical/product demonstrations and training sessions (e.g., open enrollment demos, site text updates, release functionality changes).
• Provide timely resolution of client issues, leveraging research to identify and implement solutions.
• Maintain a thorough understanding of internal systems to respond to general and specialized client requests.
• Triage client tickets and questions (email and voicemail) within 24 hours, maintaining ownership from initial contact to resolution.
• Identify and drive process improvements to enhance efficiency and quality.
• Develop and implement fulfillment procedures.
• Lead and create agendas for client meetings when necessary.
• Coach and mentor other team members.
• Share client feedback and new ideas with internal bswift teams throughout all phases of the product life cycle.

Manage workflow for the setup and maintenance of carrier and payroll feeds. Assist in sales and marketing activities as needed. Provide open, professional communication to clients with a positive, can-do attitude. Support special projects as assigned.

WHAT YOU NEED TO SUCCEED (Required Education and Experience):

5+ years of direct client and/or associate/analyst experience preferred. 2+ years of project management experience.

• Strong technical background.
• Proficient in Excel (VLOOKUP, Pivot Tables, basic functionality).
• Excellent written and verbal communication skills with the ability to communicate effectively with both technical and non-technical personnel.
• Strong analytical skills and ability to use data to inform strategy.
• Highly organized with strong attention to detail, reliability, and follow-through.
• Ability to make timely decisions and operate effectively in a fast-paced, ambiguous environment.
• Demonstrated initiative, creativity, and resourcefulness in problem-solving.
• Bachelor’s degree from a four-year college or university, or equivalent combination of education and experience.

NICE TO HAVE (Preferred Education and Experience):

• Experience within benefits administration or HR technology.
• Familiarity with SaaS platforms and system configuration.
• Experience supporting personalization or engagement platforms such as Evive.
• Experience leading cross-functional teams or client-facing projects.

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. 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 - 5 PM Central Time unless otherwise stated.

In the spirit of pay transparency, we are excited to share the base salary range for this position is $XX.00-$XX.00, exclusive of fringe benefits or potential bonuses. If you are hired at bswift, your final base salary will be determined based on factors such as geographic location, skills, education, and experience. We also believe in pay equity and consider internal team equity as part of any final offer. Please note, hiring at the maximum of the range is not typical to allow for continued salary growth. We also offer a generous compensation and benefits package! At bswift, our mission is clear: Become the preeminent benefits administrator through exceptional people, innovative technology, and delighted customers. And our values are at the heart of everything we do to accomplish that mission. We Pursue Excellence, Embrace Accountability, Deliver Superior Service, and strive to Be A Great Place To Work. We take pride in having an engaged, collaborative team that goes the extra mile to get the job done right. bswift has been regularly named one of Chicago’s Best and Brightest Companies to Work For®, as well as one of the Nation’s Best and Brightest Companies to Work For® year after year. We offer a fun, flexible, and creative environment where you can grow both professionally and personally. If you have what it takes to join our award-winning culture, we’d love to hear from you!