Senior Service Manager (US Healthcare exp.)

Role Description 

The Senior Service Manager is a working manager accountable for the overall performance of the team and its members. The role owns all aspects of delivery related to Batch roles, ensuring customer satisfaction through effective planning, execution, monitoring, and risk management. 

This role defines key performance indicators, builds strong client relationships, and ensures delivery of excellence while meeting financial targets. The Senior Service Manager is also responsible for developing a sustainable resource strategy, managing demand and supply, and ensuring seamless transitions for new client implementations. 

In addition, the role has full accountability for people and talent management, including coaching, career development, engagement, and retention, while collaborating across performance teams to ensure seamless client delivery. 

Detailed Responsibilities Client Management – 70% 

• Client delivery and operational execution 

• Financial management and cost optimization 

• Change and risk management 

• Stakeholder and relationship management 

• Quality management and continuous improvement 

People & Talent Management – 30% 

• Coaching, development, and manager capability building 

• Performance management and people routines 

• Engagement, retention, and succession planning 

Role specific Technical Skills & Knowledge Senior Service Manager – Technology Aligned 

• Strong background in Health & Retirement solutions, project management, and technology 

• Ability to manage project plans, status reviews, and reporting 

• Cost estimation and monitoring 

• Deep understanding of system capabilities and functionality 

• Ability to lead in changing and competing priorities