Principal Service Management Lead - Hybrid, Bala Cynwyd, PA

Marketing Statement:

Tokio Marine North America Services (TMNAS) provides professional support services to Tokio Marine Group companies in the United States, including Tokio Marine America, First Insurance Company of Hawaii, and Philadelphia Insurance Companies. Customer service is our focus and our passion! Tokio Marine North America Services adds value in all that we do, providing the best professional service to our business partners, allowing them to achieve their goals. Our talented team delivers actuarial, audit, corporate communications, financial and investment, human capital services, information technology, legal, and payroll expertise to our customers.

Role Summary
The Service Manager is responsible for the ongoing governance, performance, and value realization of two strategic technology partners. The role establishes a disciplined operating cadence to ensure service quality, financial commitments, contractual obligations, and continuous improvement targets are consistently achieved.

Key Responsibilities

• Manage the operational relationship and governance cadence across both technology partners

• Monitor KPIs, SLAs, service quality, delivery performance, risks, and corrective actions

• Lead monthly service reviews and coordinate resolution and escalation of material performance issues

• Partner with Finance/TBM and Vendor Management to track cost reductions, contractual commitments, productivity improvements, and realized savings

• Maintain a consolidated dashboard covering operational performance, financial performance, savings, risks, and improvement initiatives

• Identify and drive opportunities for service optimization, automation, demand reduction, and incremental savings

• Coordinate dependencies between partners and internal technology teams

• Provide a concise monthly executive management report covering performance trends, savings realization, key risks, corrective actions, decisions required, and upcoming priorities

Success Measures

• Service Performance: Consistent achievement of agreed KPIs and SLAs, with measurable improvement in service quality and stability
• Savings Realization: Achievement and validation of contracted and targeted savings, with clear tracking from forecast through realized financial benefit
• Operational Discipline: 100% completion of scheduled governance reviews, dashboards, action tracking, and executive reporting
• Issue Resolution: Reduction in recurring service issues and timely closure of corrective actions and escalations
• Continuous Improvement: Demonstrable productivity, automation, and service optimization improvements delivered by both partners
• Executive Transparency: Clear, accurate, and timely monthly reporting that provides management with visibility into performance, financial value, risks, and required decisions
• Partner Accountability: Clear ownership and measurable follow-through against commitments, with underperformance addressed through documented remediation plans

Qualifications:

• Bachelor’s degree in related discipline (Masters preferred) or equivalent practical experience
• 12+ years’ experience preferred
• 5+ years directly overseeing major outsourced IT providers, vendor governance, performance reviews and escalations
• A strong understanding of ITSM (IT Service Management)
• Expertise in managing large contracts and SOW's (Statements of Work)
• Proven ability to define KPIs, validate performance data, manage service credits, track SLA breaches and drive corrective actions
• Expertise in Executive Reporting and tracking Financial Savings
• Experience with third-party risk, audit requirements, business continuity and operational resilience
• Demonstrated success reducing recurring incidents, improving service reliability and implementing measurable improvement plans
• Excellent oral and written communication skills
• Working knowledge of Service Management tools (ServiceNow) and SharePoint
• Expert in Microsoft Office Suite
• Expertise in methodology development, training and process control
• Expert knowledge of activities, tasks, practices and deliverables associated with eliciting and clearly defining and documenting required business functional as well as non-functional requirements
• Expert knowledge of approaches, tools, and techniques for design and development of paper-based and online technical reference documentation, guidelines, standards, procedures, processes, applications, etc.
• Advanced expertise managing 3rd party vendors in development, testing and staff augmentation
• Strong customer service orientation (responsive, consultative, collaborative and accurate)
• Superior attention to detail
• Ability to juggle multiple, competing, frequently changing time-sensitive deadlines and priorities
• Excellent teamwork, critical thinking, analytical, judgment and interpersonal skills
• Experience managing development projects in financial services or insurance companies; commercial property and casualty insurance a plus
• Strong interpersonal relationship building skills: able to work with a variety of people and groups in a constructive and collaborative manner
• Strategic thinking; Applies organizational acumen to identify and maintain focus on key success factors for the organization
• Advanced knowledge of organizational politics and political tactics; ability to effectively navigate formal and informal communication and decision-making channels
• Experience managing Service Management practice in commercial property and casualty insurance is desired
• Strong analytical ability with the capability to determine the root cause of problems and issues and provide solutions

Salary range $160,000 to $175,000. Ultimate salary offered will be based on factors such as applicant experience and geographic location. Our company offers a competitive benefits package and bonus eligibility on top of base.

EEO Statement:

Tokio Marine Group of Companies (including, but not limited to the Philadelphia Insurance Companies, Tokio Marine America, Inc., TMNA Services, LLC, TM Claims Service, Inc. and First Insurance Company of Hawaii, Ltd.) is an Equal Opportunity Employer. In order to remain competitive we must attract, develop, motivate, and retain the most qualified employees regardless of age, color, race, religion, gender, disability, national or ethnic origin, family circumstances, life experiences, marital status, military status,  sexual orientation and/or any other status protected by law.