Service Delivery Manager

📋 Description

• • As a pivotal member of the Velonetic team, formed by DXC Technology, the IUA, and Lloyd's of London, you will step into the crucial role of Service Delivery Manager. With over two decades of experience powering the London insurance market, Velonetic is at the forefront of transforming premium and claims processing through a new digital platform. This is your opportunity to significantly shape world-class customer and operational outcomes in a dynamic and forward-thinking environment.
• • In this role, you will be instrumental in leading the delivery of high-quality business processing services across the UK. Your primary focus will be ensuring unparalleled accuracy, exceptional efficiency, and a consistently excellent customer experience for our clients and stakeholders. You will operate as a key liaison, working in close collaboration with our Product and Delivery teams to uphold and elevate our service standards.
• • A core aspect of your responsibility will be to drive continuous improvement initiatives, proactively identifying areas for enhancement and implementing effective solutions. You will be tasked with solving complex operational challenges, leveraging your expertise to navigate and resolve intricate issues that impact service delivery. Furthermore, you will be dedicated to building and nurturing strong, lasting customer relationships, acting as the primary escalation point for any service-related concerns and ensuring swift, satisfactory resolutions.
• • This position is ideally suited for an individual who not only thrives in a fast-paced, dynamic setting but also possesses the innate ability to inspire and motivate teams. You will be a champion for change, embracing new methodologies and technologies to push the boundaries of what's possible. Your leadership will be key in fostering an environment of innovation and adaptability, ensuring Velonetic remains at the cutting edge of the insurance market.
• • Your day-to-day responsibilities will encompass overseeing all aspects of service delivery, including meticulous resource planning and rigorous performance management. You will be accountable for a significant department, leading approximately 70 employees across three distinct teams. This leadership position demands a keen eye for detail and a strategic approach to team management.
• • Ensuring that all service levels, stringent quality standards, and critical audit requirements, including ISAE3402, are consistently met and exceeded will be paramount. You will implement robust processes and monitoring mechanisms to guarantee compliance and operational excellence.
• • Building and maintaining robust customer relationships is a cornerstone of this role. You will be the trusted point of contact, proactively engaging with clients, understanding their needs, and serving as the ultimate escalation point for any service-related issues, ensuring their satisfaction and loyalty.
• • You will play a vital role in leading and supporting organizational change, actively promoting a culture of innovation, continuous improvement, and a proactive approach to problem-solving. Your influence will help shape the future direction of our service delivery capabilities.
• • A significant part of your contribution will involve the in-depth analysis of data. You will use these insights to anticipate potential problems before they arise, identify emerging trends within service operations, and develop data-driven solutions to optimize performance and mitigate risks.
• • Leading, coaching, and developing your team members to maximize their individual performance and professional growth will be a key leadership objective. You will foster a supportive and challenging environment that encourages skill development and career progression.
• • Collaboration will be essential as you work closely with delivery teams across different regions to ensure seamless, integrated service delivery that meets global standards and client expectations.
• • This role offers a unique opportunity to contribute to the modernization of the London insurance market, driving efficiency and enhancing customer experiences through cutting-edge digital solutions.