Job Description:
Service Delivery Manager
Location: Remote (UK-based) with occasional travel
Type: Permanent, Full-time
Velonetic—formed by DXC Technology, the IUA and Lloyd’s of London—has over 20 years’ experience powering the London insurance market. As we build a new digital platform to transform premium and claims processing, we’re looking for a Service Delivery Manager to help shape world‑class customer and operational outcomes.
About the Role
You’ll lead the delivery of high‑quality business processing services across the UK, ensuring accuracy, efficiency and excellent customer experience. Working closely with Product and Delivery teams, you’ll manage service standards, drive continuous improvement, solve complex operational challenges, and build strong customer relationships. This role is perfect for someone who thrives in a dynamic environment, inspires teams, and embraces change.
Key Responsibilities
* Oversee day‑to‑day service delivery, resource planning and performance management
* Responsible for a department of 3 teams circa 70 employees
* Ensure service levels, quality standards and audit requirements (including ISAE3402) are consistently met
* Build strong customer relationships and act as the escalation point for service issues
* Lead and support organisational change, promoting innovation and continuous improvement
* Analyse data to anticipate problems, identify trends and develop solutions
* Lead, coach and develop team members to maximise performance and growth
* Collaborate with delivery teams across regions to ensure seamless service delivery
What You’ll Bring
* 5+ years’ operations management experience (insurance industry preferred)
* Strong leadership, communication and customer service skills
* Proven ability to manage change and deliver high‑quality outcomes
* Excellent analytical and problem‑solving abilities, including proficiency with MS Office
* A proactive, resilient approach and passion for service excellence
* Experience with Active Operational Management (AOMI) is desirable
* Previous experience of managing Managers (preferred)
Why Velonetic?
We’re committed to creating a diverse, inclusive environment where people can thrive.
We offer a comprehensive training and development programme, flexible benefits (including options to buy/sell leave and access to Perks at Work), and the support of a forward‑thinking, collaborative culture.
Apply today and be part of the team helping shape the future of the London market.
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