Service Delivery Manager
Department: Technology
Employment Type: Permanent - Full Time
Location: GB - London
Description
We are looking for a proactive Service Support Manager to assist the Service Delivery Owner in managing outsourced services. This role focuses on coordinating service operations, tracking KPIs, managing action logs, ensuring governance compliance, supporting service reviews, and liaising with key stakeholders.
Additionally, the Service Support Manager will gather and assess new role data to determine compliance implications for outsourcing and ensure the Master Services Agreement (MSA) is updated as new roles emerge.
About the role
This role offers the opportunity to support a Service Delivery Owner, ensuring outsourced services operate efficiently. You’ll play a key role in tracking performance, supporting compliance processes, managing stakeholder coordination, and maintaining governance standards to drive service improvements. Additionally, this person will:
* Service Coordination & Stakeholder Engagement
* Performance Monitoring and KPI tracking
* Action Log Management and Issue Resolution
* Supporting Service Reviews & Governance Compliance
* Updating our Master Services Agreement
About you
The ideal candidate for this role will have:
* Experience in service support management, operations coordination, or vendor oversight.
* Strong data tracking and reporting abilities, particularly in KPI measurement.
* Excellent organizational skills, with a focus on action tracking and stakeholder coordination.
* Ability to engage effectively with multiple teams, including HR, Procurement, Finance, and Compliance.
* Familiarity with governance frameworks, outsourcing regulations, and compliance tracking.
Core Values
Love what you do:
We show up each day ready to take on the world. Our passion and intensity set us apart and makes the difference to our colleagues, customers, brokers and carriers.
Challenge everything:
We’re never afraid to question the way that things are done and we constantly challenge ourselves and others to makes things better.
Have fun, be good:
Insurance is a serious business, but we don’t take ourselves too seriously. We make it fun to work at CFC, we welcome all viewpoints, and we treat everyone how we would expect to be treated.
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