Principal Service Management Lead

Tokio Marine North America Services

. Manage the operational relationship and governance cadence across two technology partners .

Posted 10/27/2026full-timeBala Cynwyd • Pennsylvania • United StatesSenior💰 $160,000 - $175,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT Service Management, vendor governance, and performance optimization, with a strong focus on financial savings and operational resilience. Proven ability to manage large contracts, define KPIs, and deliver executive reporting while fostering collaborative relationships across technology partners.

Highest-signal resume keywords

IT Service ManagementVendor GovernanceKPI Definition and ManagementExecutive ReportingService Management Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Contract ManagementPerformance ReviewSLA TrackingService OptimizationRisk ManagementBusiness ContinuityProcess ControlTechnical DocumentationAnalytical Problem SolvingFinancial Savings Tracking

Soft Skills

Excellent Communication SkillsCustomer Service OrientationInterpersonal Relationship BuildingStrategic ThinkingAttention to Detail

Tools & Technologies

ServiceNowMicrosoft Office SuiteSharePoint

Industry Keywords

Outsourced IT ProvidersFinancial ServicesCommercial Property and Casualty InsuranceThird-Party RiskOperational Resilience

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Manage the operational relationship and governance cadence across two 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

Requirements

What you’ll need

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
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

Benefits

Comp & perks

Competitive benefits package
Bonus eligibility on top of base salary