Service Delivery Management Consultant

Overview:

Employee Benefits Solutions (EBS) leverages a Service Delivery Management discipline to provide a holistic, cross-functional view of how shared services, operational work, and business commitments intersect to support business outcomes.

As a key contributor within EBS' matrix operating model, the Service Delivery Management Consultant strengthens operational transparency, alignment, accountability, and risk management across shared service dependencies. This role does not oversee delivery execution or manage partner teams; rather, it ensures business priorities, operational risks, dependencies, and impacts are visible, connected, and effectively communicated across EBS and Shared Services.

The consultant partners with EBS Business, Strategy, Operations, and Shared Services leaders to facilitate governance, improve cross-functional alignment, enable informed decision-making, and reinforce accountability for shared operational outcomes.

Responsibilities include but are not limited to:

Operational Governance & Facilitation

• Facilitate operational governance forums (e.g., QBRs) that drive productive discussion, decision-making, accountability, and cross-functional alignment.

• Design and continuously improve governance structures, agendas, reporting, and discussion frameworks.

• Translate complex operational information into concise, actionable insights for leadership.

• Ensure governance forums drive clear outcomes, ownership, and follow-through.

• Escalate unresolved risks, dependency conflicts, or alignment gaps through appropriate leadership channels.

Cross-Functional Alignment & Relationship Management

• Build and maintain strong partnerships across EBS and Shared Services (e.g., EBST, SBS, Marketing, and other key partners).

• Facilitate operational readiness and alignment as work transitions from project delivery into ongoing operations.

• Partner with Shared Services Leaders focused on organizational outcomes by aligning priorities, surfacing misalignment early, and enabling resolution of cross-functional issues.

• Pre-wire discussions and identify risks ahead of governance forums to support productive conversations and decision-making.

• Foster a "one team" mindset while reinforcing accountability for shared outcomes.

Operational Visibility & Prioritization

• Maintain visibility into cross-functional operational work, including run-the-business (RTB), sustainment (KTLO), and operational improvement efforts.

• Develop insight into operational dependencies, risks, and emerging issues impacting EBS outcomes.

• Synthesize information from multiple sources (portfolio management, scorecards, partner teams, etc.) into actionable leadership insights.

• Provide visibility into work demand, capacity utilization, gaps, overlaps, and operational tradeoffs.

• Support intake, alignment, and prioritization discussions for operational work requiring cross-functional coordination.

• Partner with the EBS Project Portfolio Manager and functional leaders to identify work requiring cross-functional visibility and alignment.

• Surface tradeoffs, constraints, and capacity implications to inform prioritization decisions while enabling leadership ownership of decisions.

Performance, Value & Cost Transparency

• Integrate operational performance, efficiency, and cost considerations into governance discussions.

• Ensure operational outcomes, value realization measures, and success indicators are visible and monitored to reinforce accountability for business results.

• Facilitate discussions regarding service performance, operational efficiency, capacity utilization, and high-level cost impacts.

• Partner with Finance and Strategy to incorporate appropriate levels of financial transparency, including eDRIP insights and related cost considerations.

Governance Evolution & Continuous Improvement

• Identify opportunities to improve the operational governance model and recommend enhancements.

• Evolve governance processes, tools, and forums to improve organizational effectiveness and decision-making.

• Support EBS' continued maturity in managing operational work, aligning across functions, and making informed tradeoff decisions.

• Partner with Strategy to ensure alignment between strategic objectives, execution priorities, and operational governance practices.

Qualifications:

• Strong systems-thinking capabilities with the ability to connect complex cross-functional inputs and outcomes.

• Exceptional facilitation, communication, and stakeholder management skills, including experience engaging senior leaders.

• Demonstrated ability to influence without direct authority and drive alignment within a matrixed organization.

• Strong analytical and problem-solving skills with the ability to synthesize complex information into actionable insights.

• Ability to operate effectively in ambiguous environments and create structure where needed.

Preferred Qualifications:

• Experience working within or closely supporting Employee Benefits Solutions (EBS), Shared Services, or similarly matrixed operational environments.

• Knowledge of EBS operational processes, governance forums, and cross-functional dependencies.

• Experience working across multiple stakeholder groups in a matrixed organization.

• Familiarity with project or program management disciplines, without primary responsibility for delivery execution.

• Experience in financial services, insurance, or related industries.

Securian Financial believes in hybrid work as an integral part of our culture. Associates get the benefit of working both virtually and in our offices. Ifyou're ina commutable distance (90 minutes),you'lljoin us 3 days each week in our offices to collaborate and build relationships. Our policy allows flexibility for the reality of business and personal schedules.