Sr. Customer Care and IT Service Delivery Manager

Our client a top-tier Management, Strategy and IT Consulting firm is seeking to bring on Sr. Customer Care and IT Delivery Manager to support a consulting project/effort with one their Health Care/insurance end clients.

The Sr. Customer Care and IT Service Delivery Manager oversees the Incident and Problem Management and Service Request Management processes at a health insurance company, utilizing Jira Service Desk and leveraging a best-practice based approach based on industry standard methodologies (i.e. ITIL v4).  Customers are predominantly internal, and support is requested through Jira Service Desk. This role works closely with the Data and Digital functional team to prioritize resources for incident and problem management and resolution, and service request fulfilment. Success requires constantly improving processes through cross-functional collaboration, as well as developing dashboards and reporting for senior leadership which shows the health of support services for the business. The ideal candidate for this position has successfully led a software and/or SaaS-based customer support/care team, is an innovative problem solver who is passionate about customer success, case deflection strategies, continual process improvement, and using data and analytics to measure success.


  • Oversee the Service Desk process workstream, using Jira Service Desk. Includes end to end accountability for incident management and resolution and service request fulfillment
  • Ensure all Service Requests are completed in a timely manner across all functional teams following agreed upon service delivery timelines and process flows
  • Serve as the escalation point and single point of contact for all internal business stakeholders
  • Provide excellence in communication with internal customers
  • Coordinate across all vendors and partners that support our client to ensure incidents and problems are resolved in a timely manner
  • Design, develop and evaluate measurement criteria to identify trends and drive improvements in organizational performance, including customer satisfaction, operating efficiency, and product quality
  • Engage in support of key accounts and escalation management
  • Set the rules for customer service reporting, including benchmarks, and create a feedback loop with the vendor to continuously improve service based on the data in the reports
  • Partner closely with internal business and technology teams to make customer service a core part of customer acquisition and retention efforts
  • Effective management of incident and problem resolutions includes:
    • Prepare weekly, monthly and quarterly performance reports for internal stakeholders.
    • Working cross-functionally to find opportunities to collaborate on process improvement
    • Build relationships with Customer Facing Teams across the organization

  • Requires 4-year degree (or equivalent industry experience) and a minimum 10 years leading a customer care team, including at least 3 years managing a customer care team for a SaaS vendor
  • Core skills/proficiencies include Leadership, Customer Relations, Performance Management, Process Management, Data Analysis, Problem Solving, Effective Communication, Intuition for Business, Strategy Planning and Technical Aptitude
  • Proficiency with Jira Service Desk software, including leveraging workflows, configuration, dashboards, and other features in support of service delivery
  • Excellent organizational skills -ability to prioritize, lead, multi-task and execute projects cross-functionally
  • Superior communications skills (presentation, written, and verbal) and ability to interact effectively with all levels of professional staff. Ability to explain complex concepts simply
  • Excellent problem-solving skills and ability to navigate challenging situations in a professional manner
  • Familiarity with SaaS solutions a plus