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bswift

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Service Delivery Manager- Large Market

Summary

Manage and configure benefits administration platforms, guide client implementations, and resolve system issues to ensure smooth service delivery for HR teams and employees.

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 - 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 $90,000-$100,000, 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!

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What this application asks

greenhouse

First Name, Last Name, Email, Phone, Resume/CV, Cover Letter

  • LinkedIn Profile optional
  • What is your preferred name? optional
  • If hired, can you provide proof that you are legally able to work in the United States? choose one
  • Do you now, or will you in the future, require a visa or any type of immigration sponsorship for work authorization in the country you are working from (e.g., H-1B, OPT, F1, dependent visa)? (if hired, verification will be required consistent with federal law.)  choose one
  • Do you want to add a professional license or certification? If yes - please list the current licenses and/or certifications optional
  • Are you at least 18 years of age? choose one
  • Desired Compensation
  • Do you currently work for a bswift Channel Partner? choose one
  • Website optional
  • Notice to Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. choose one · optional
  • Notice to Maryland Applicants: UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT, OR CONTINUED EMPLOYMENT, THAT AN INDIVIDUAL SUBMIT TO OR TAKE A LIE DETECTOR OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100. choose one · optional
  • Are you a current employee of bswift or any affiliates or subsidiaries? (If you are a current contractor or consultant, paid by another employer, then you should answer NO.) choose one
  • For All Applicants: I certify that I have answered all questions on this employment application truthfully, correctly and completely in accordance with the instructions contained in this application. I further certify that the information provided by me on my accompanying resume, if any, and any other information supplied by me during the application process, is true, correct and complete to the best of my knowledge. I understand that if I failed to provide true, correct and complete information on this application in accordance with its instructions, or in my accompanying resume, this may be cause for the Company to refuse to hire me or, if discovered after I am hired, may be cause for the termination of my employment. I understand that, where permissible under applicable state and local law, I may be subject to a pre-employment drug test after receiving a conditional offer of employment, and I must receive a negative result before being permitted to commence work with the Company. I understand that I may be subject to drug and alcohol screenings, to the extent permitted by law, during the course of my employment pursuant to the Company’s drug and alcohol policy. A positive test result, the alteration or tampering with a test or its results, or my refusal to take the test may result in disciplinary action, up to and including termination of my employment. Smoking is prohibited in all indoor areas of bswift and within 50 feet of the entrance to any bswift facility. I understand and agree that this Application is not an offer of or a contract for employment. I understand that the Application will remain active for 90 Days. After that time, if I desire further consideration by the Company, I will renew my Application in writing or in person. If hired, I understand and agree that I may resign my employment at any time, for any reason and that my employment may be terminated at the will of the Company at any time, for any reason. I further understand and agree that if hired, my wages, hours, working conditions, job assignments, benefits or other compensation will be subject to change at the Company’s discretion. I also understand that any handouts, manuals, policies or procedures maintained by the Company are not contractual in nature and may be amended or abolished at the sole discretion of the Company at any time. To the above statement: Please acknowledge that your on-line consent is equivalent to a binding legal signature; fill in your name here.
  • Are you currently subject to any Restrictive Covenant agreements that may prohibit you from doing any of the assigned duties of the job in which you are applying? A “Restrictive Covenant” is an obligation owed by the employee to the employer to not do certain things during and post-employment and often include oAn obligation not to work for a competitor of the employer (a non-compete) oAn obligation not to divulge confidential information of the employer (NDA) oAn obligation not to solicit customers of the employer (customer non-solicit) oAn obligation not to solicit other employees of the employer to work somewhere else (employee non-solicit) oAn obligation not to disrupt the relationship of employer with its vendors or customers choose one
  • Do you have 5+ years' experience managing clients in the benefits administration industry? choose one
  • Do you have advanced excel knowledge including VLookups and Pivot Tables? choose one
  • Do you live in one of these states/cities? choose any
  • Please list your current/most recent employer
  • What is your Notice Period?

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