Service Delivery Manager

Work mode: HybridNumber of days a week worked in the office:Contract duration: 6 monthsLocation: London---------------------------------------JOB DETAILSRole: Service Delivery ManagerPurpose of the roleTo manage change projects that help the organisation achieve its strategic objectives, while ensuring that projects are delivered on time, within budget, in control and in compliance with regulatory requirements and internal policies and procedures.Roles & Responsibilities (Insurance IT)1. Service Delivery & Operations Management• Ensure smooth delivery of IT services (applications, infrastructure, support)• Monitor SLA/KPI adherence (uptime, response time, resolution time)• Handle incident, problem, and change management• Ensure 24/7 support readiness (especially for core insurance systems)2. Stakeholder Management• Act as the primary point of contact between:- Business stakeholders (Underwriting, Claims, Policy Admin)- IT teams (Development, Support, Infra)• Conduct regular service review meetings• Manage client communication & expectations3. Insurance Domain Alignment• Ensure IT services support key insurance functions:- Policy lifecycle (issuance, renewal, cancellation)- Claims processing systems- Billing and payments• Understand compliance needs (e.g., IRDAI, GDPR, SOX depending on geography)• Ensure systems support regulatory reporting and audits4. Incident & Problem Management• Drive major incident resolution (P1/P2)• Ensure:- Root Cause Analysis (RCA)- Preventive measures implementation• Coordinate across teams for quick restoration of services5. Change & Release Management• Govern:- Production releases- Patch deployments- Regulatory updates• Minimize business disruption during policy/claims critical cycles• Ensure proper risk assessment & rollback plans6. Performance & Continuous Improvement• Identify:- Process inefficiencies- Automation opportunities• Drive:- Service improvements- Cost optimization initiatives• Track metrics like:- MTTR (Mean Time to Resolve)- Incident trends7. Team & Vendor Management• Manage:- Support teams (L1, L2, L3)- Third-party vendors (platform providers, SaaS insurers)• Ensure resource planning and utilization• Conduct performance reviews and skill development8. Risk & Compliance Management• Ensure adherence to:- Information security policies- Data privacy laws (PII, PHI handling)• Handle:- Audit readiness- Risk mitigation plans• Maintain BCP/DR (Business Continuity & Disaster Recovery) readiness9. Financial & Contract Management• Monitor:- Budget vs actuals- Cost of service delivery• Ensure adherence to contracts & SLAs• Identify opportunities for cost savings10. Reporting & Governance• Publish:- Weekly/monthly service reports- SLA/KPI dashboards• Conduct:- Governance meetings- Executive-level reviews• Provide data-driven insights to leadershipRelevant Yrs. of experience: 6+ Years