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 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 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 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
Manage the operational relationship and governance cadence across 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
Qualifications:
Bachelor’s degree in related discipline (Masters preferred) or equivalent practical experience
12+ years’ experience…