All Boston Mutual employees who interact with our policyholders, our producers, and our BML associates embrace the principles of our brand and service philosophy. We are all brand ambassadors. Both our words and our behaviors matter. We share a common service philosophy and pride ourselves in living the BML brand promises every day, one interaction at a time.

We do our best to:

• Demonstrate a desire to assist
• Listen for understanding and respond empathetically
• Explain things in a manner that is easy to understand
• Be knowledgeable students of our business
• Take full ownership to resolve questions and issues
• Be professional, polite and courteous
• Leave our customers and associates “better than where we found them”

The Senior Service Delivery Manager is responsible for facilitating and improving IT service delivery, supporting our suite of applications, helping support regular system releases, coordinating IT projects, supporting project teams, training the support team, and provide support to end users. This is a business-facing role with an emphasis on communication, organization, project management, provide quality user support and improve user IT experiences. The position resides in IT under the Business Application Support team and serves liaison from IT to our business partners to enable the Strategic Business Units with high levels of service, availability, and technical solutions.

As a member of the Business Application Support Team you will be asked to assist in supporting all key business applications, including both mainframe based and distributed systems. Our business applications support will include daily operational/product support of the existing systems in order to meet the demands of the business. As well as working closing as consultative partner with key stakeholders in the Lifecycle Management of these systems.

The Service Delivery Manager is expected to:

• Act as the first point of contact to internal customers for all types of service requests
• Ability to establish and satisfactorily manager user expectations
• Lead projects within the IT Operations that help delivery better services to our customers
• Follow project management standard and delivery model
• Adhere to IT best practices for Help Desk and Customer Support and train team
• Be a leader on the Business Application Support team to help resolve issues and remove roadblocks for the team
• Respond to, generate, and update service tickets for internal clients
• Take on continuous improvement projects in the IT operations area
• Effective and timely communication, resolution, and/or escalation of all user-generated support request and issues.
• Identify and act on trends in customer support needs for strong service delivery
• Partner with project teams for IT support in project rollout and company initiatives
• Comply with and enforce company program policies for inventory, tracking, rollout, and procurement
• Coordinate with vendors for third party service delivery and support
• Manage ongoing service deliverables and assist the Business Application Support team
• Perform other duties and/or projects as assigned

Qualifications

Education:

• Bachelor degree or equivalent required in a technical or business discipline (information systems, engineering, computer science, finance, business administration, or accounting) or combination of education and experience

Experience:

• 5 years’ experience, preferably in service desk, technical support, project management or IT operations.

Knowledge Requirements:

• Ability to liaison between business partners, stakeholders, technical experts and facilitate technical discussions
• Project Management experience in managing projects through the project life cycle
• Ability to anticipate and build contingency plans
• Be a "self-starter" and able to respond to rapid change within the business
• A track record of successfully delivering a range of complex, high profile IT projects
• Ability to multi-task efficiently
• Able to identify projects at risk and take appropriate action to recover, often working across divisional boundaries
• Demonstrate exceptional customer service skills in order to exceed customers’ expectations and to minimize escalations by taking ownership of customer reported issues.
• Well-developed ability to appease customers and manage change.
• Must be able to work independently to stay organized.
• Excellent communication skills, both written and verbal.

We returned to the office in May 2022, employees are required to be in office on Mondays and Thursdays at this time. There may be times in which employees are requested to come on site more days during the week based on business need.

Boston Mutual is an equal opportunity employer. Boston Mutual is an equal opportunity employer, and does not discriminate on the basis of race, color, age, religious creed, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, disability, military service, veteran status, family status, pregnancy, or any other characteristic protected by federal or state laws. Boston Mutual is a drug-free workplace, and any offer extended will be contingent upon appropriate results of a drug test.