As a Service Delivery Manager, you'll be the cornerstone of our client experience—ensuring high-quality service delivery, managing expectations, and driving continuous improvement. You'll work closely with internal teams and strategic clients to ensure our solutions are not only implemented successfully but continue to deliver long-term value. This stakeholder‑facing role requires strong communication, leadership, and a proactive mindset. You will be the escalation point for service issues, lead service reviews, and help clients unlock the full potential of our products.
What You’ll Be Doing
* Own the quality of service delivered to strategic clients and act as the primary point of contact for service‑related issues.
* Lead client service review meetings, focusing on performance, improvements, and operational effectiveness.
* Build and maintain strong relationships with client stakeholders and internal teams.
* Support incident, change, and escalation processes, ensuring effective coordination and communication.
* Provide domain expertise to help clients fully utilize licensed products and drive customer success.
* Collaborate with Product, Delivery, and Support teams to represent client interests and influence product enhancements.
* Participate in innovation forums and pre‑sales activities, offering insights into client needs and industry trends.
* Create and analyze service performance reports, identifying trends and driving improvement initiatives.
What You Must Bring
* Insurance experience is essential—you must have a solid working knowledge of the London Insurance Market, gained through roles in Lloyd’s Brokers, Underwriting Companies, or insurance‑based IT implementations.
* Strong written and verbal communication skills.
* Proven ability to manage service delivery across multiple product streams.
* Excellent customer service and stakeholder management skills.
* ITIL Foundation certification (practitioner level is a plus).
* Experience in mentoring and knowledge sharing within support teams.
Bonus Skills (Nice to Have)
* Experience with Zendesk and Business Intelligence/Reporting tools.
* Familiarity with TOGAF principles.
* Program/Project Management experience.
* ITIL Practitioner certification.
VSBS has been a trusted software specialist for over 25 years, empowering insurance and reinsurance businesses with end‑to‑end management solutions. Now part of the Verisk Analytics family, we’re stronger than ever—combining cutting‑edge software with world‑class data analytics to help our clients grow through greater efficiency, flexibility, and governance.
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