Service Delivery Associate


Date: Oct 4, 2021

Location: Lebanon, NJ, US

Company: New York Life Insurance Co


When you join New York Life, you’re joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.




We are seeking for someone to act as the primary liaison for the respective Parties as it relates to day-to-day operations and Service delivery.


The position is responsible for working with the architecture and project management teams as well as other service organizations and vendors (ATT/VERIZON/TCS) to manage the delivery/ implementations and deployments of network services for the NYL network. This position will also provide guidance and support expertise in our transformation process and practices.


The qualified person will also manage and supervise all operational aspects including day-to-day responsibility for monitoring and managing delivery of Services, achievement of Service Levels and compliance with New York Life Policies.



  • Cooperate and work to focus Service delivery resources on the issues within their assigned area of expertise and as necessary refocusing resources on relevant issues and priorities as appropriate.
  • Identify from a technical and business delivery perspective projects within the scope of Services; potential or actual changes to the Services; or New Services being planned or considered by either Party in accordance with the Change Control Procedures; ensuring that all issues relating to any Change are identified and fully addressed in a manner protective of New York Life’s operations, health of the New York Life environment, and New York Life’s financial and business interests;
  • Translate business requirements into technical solutions in accordance with New York Life Policies that are aligned with New York Life’s business and technical direction and that assist New York Life in achieving its business and operational goals and objectives.
  • Test and integrate Services into New York Life environment and with Services provided by New York Life, or Third Party Providers in accordance with New York Life Policies;
  • Drive capability uplift in Services and within New York Life’s environment through continuous improvement; implementation of best practices and innovation.
  • Review all incidents in which Service availability and compliance with Service Levels are implicated or concerned; determine when a root cause analysis is appropriate, conduct root cause analyses as required; and, supervise the vendor’s remediation of all failures that result in a failure to meet the Service Levels;
  • Consider any Change(s) to the Services, or any part of the New York Life environment used to deliver the Services, as a result of, and to address problems or concerns identified through a root cause analysis.
  • Appropriately and cooperatively prioritize remedial actions based on the importance of affected New York Life operations and operational impact of lost functionality within the New York Life environment or any other environment supporting NYL.
  • Monitor the development of rectification plans and disaster recovery plans as appropriate with respect to the Agreement and implement them in accordance with the Agreement and New York Life Policies.
  • Monitor the development of termination assistance plans for Services which are to be developed by the vendor and approved by New York Life in accordance with the Agreement.
  • Prioritize the identification, resolution and escalation of Service Level Failures.
  • Manage action items from daily, weekly, bi-weekly, monthly and other operational meetings related to the delivery of Services.
  • Work cooperatively across New York Life and other service provider organizations to operate as a single Service delivery team for the benefit of New York Life; and
  • Participate actively in the Operations Steering Committee.


Required Skills:

  • 3+ years of experience in supporting enterprise networks and all related components, including switch and routing solutions, SD-Wan, specifically Cisco, in support of business requirements.
  • 2+ years of working with DNS, DHCP, and other routing and switching fundamentals, wireless, voice, etc.
  • Proficient in collaboration with 3rd party suppliers and partners.
  • Experience in working with business leaders to understand business models, strategies, and priorities.
  • 1+ year of working with ServiceNow and ITIL foundational processes.
  • Excellent problem solving, communication, prioritization, and organizational skills
  • Able to execute with minimal direction
  • Highly collaborative, team-oriented individual
  • Ability to work with internal and external business partners



  • Bachelor’s degree in Computer Science, Engineering or Information Technology required





Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by our Foundation. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of

Job Requisition ID: 83567




Nearest Major Market: New Jersey

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