Job Description

Purpose of the Role

Working in a dynamic environment to deliver an efficient and reliable IT service across our organisation, this exciting remote based Service Delivery Manager will be part of a service management team aligning technology solutions with business goals in the insurance domain. This role involves managing service performance of 3rd party business partners providing support, vendor relationships, incident resolution, and continuous improvement initiatives, with a strong focus on regulatory compliance and customer satisfaction.

What you will do

This is an overview and not an exhaustive list of responsibilities. Collaborating with your Line Manager, you will develop your own objectives but focus on all of the following and more:

Service Management & Delivery

• Oversee end-to-end delivery of IT services, ensuring SLAs and KPIs are met.

• Manage ITIL-based service processes (Incident, Problem, Change, Release).

• Ensure high availability and performance of critical insurance applications.

• Stakeholder Engagement

• Act as the primary liaison between IT and business units (e.g., Claims, Underwriting, Customer Service).

• Translate business needs into IT service requirements.

Vendor & Partner Management

• Manage third-party service providers and technology vendors.

• Monitor vendor performance.

• Continuous Improvement

• Drive service improvement initiatives using metrics and feedback.

• Assist driving root cause analysis and implement corrective actions.

Who we are looking for

This is an opportunity for an experienced, successful Service Delivery Manager who has:

• Strong background in Incident Management working with 3rd party service providers
• Understanding of IT Infrastructure and Operating Systems
• Strong experience of delivering service quality within an ITIL framework
• Knowledge of ITIL, Infrastructure related technologies and understanding of business relevance of the technologies
• Experienced in managing multiple vendors
• Experience in managing conference calls or incident resolution meetings
• Certified ITIL (Foundation) V3 beneficial

You will need to be a focused, proactive, organised individual with a agile mindset to adapt to business requirements and who can articulate clearly and adapt their communication style according to their audience. You will be solution orientated who excels under pressure and be a team player who leads by example and is passionate about customer care.

In return you will be welcomed and supported by our Ardonagh family and be joining an organisation that cares about you as a person and your wellbeing. Some of the other benefits are:

• Holiday entitlement of 26 days plus bank holidays

• Opportunity to progress your career across the entire Ardonagh family
• Award-winning learning & development offering and support to obtain professional qualifications to enhance your knowledge and career prospects
• Pension scheme for when you feel it’s time to retire
• 24-hour Employee Assistance support for you and your family’s physical and mental wellbeing
• Corporate perks such as discounted gym memberships, cinema tickets, shopping, Eyecare vouchers, cycle to work and much more
• One day paid volunteering to give back to our communities
• Ardonagh Community Trust (ACT) – raising funds for charity with donation matching in your local community
• The Spotlight Awards, where we celebrate the best of the Ardonagh Group and all the bright talent across our business.

We offer genuine potential for both personal and professional development, come and be part of our story and help us shape our future. So, what are you waiting for? Apply today and one of our team will be in touch.

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Everywhen is an equal opportunities employer, with a growing and thriving diversity, equity and inclusion strategy; we are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check.

Please note: We may close a vacancy prior to the publish end date if the required quality or number of applications has been received. No Agencies please.

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