Service Delivery Manager - EUT
We are seeking a delivery-focused Service Delivery Manager with strong technical depth in End User Technology to coordinate the day-to-day delivery, stability, and ongoing improvement of workplace technology services.
The successful candidate will ensure services are reliable, secure, and compliant, while also actively contributing to technical resolution, automation, and service maturity.
You will operate across service delivery, incident management, and engineering, supporting a global user base through a blended delivery model of internal teams and third-party partners. Department Technology Employment Type Permanent - Full Time Location UK - London Workplace type Hybrid Reporting To Jamie Murr
About the role
Service Delivery & Operations
1. Drive the maturation of EUT services into stable, well-governed BAU services
2. Use service data, trends, and operational insight to proactively improve reliability and user experience
3. Identify opportunities to reduce manual effort through automation, self-service, and platform optimisation
4. Embed ITSM best practices (incident, problem, change) consistently across delivery
Hands-on Technical Engineering (L3)
5. Provide technical expertise for complex incidents, problems, and escalations across EUT services
6. Lead root cause analysis and implement permanent fixes for recurring issues
7. Oversee and govern endpoint and platform services (e.g. Microsoft 365, Intune, device management, identity integrations), ensuring service performance, standards, and alignment across delivery teams
8. Act as the technical escalation point bridging service operations and engineering teams
9. Contribute directly to build standards, configurations, and service improvements
Incident & Major Incident Management
10. Lead or coordinate EUT-related incidents and major incidents as the primary escalation point
11. Provide both operational leadership and hands-on technical involvement where required
12. Ensure timely stakeholder communication and structured incident management
13. Own post-incident reviews, root cause analysis, and remediation actions
Onboarding & Operational Readiness
14. Own the onboarding of new or materially changed services into BAU operations
15. Ensure documentation, monitoring, SLAs, support models, and runbooks are in place
16. Support early life activities to stabilise services post go-live
Automation, Tooling & Knowledge
17. Deliver and support automation solutions (e.g. scripting, PowerShell, workflows)
18. Create and maintain high-quality documentation including runbooks, SOPs, and knowledge articles
19. Improve knowledge sharing and reduce reliance on individuals through structured documentation
Reporting & Stakeholder Management
20. Produce clear service reporting across performance, incidents, risks, and improvement actions
21. Present service insights in a format suitable for senior stakeholders
22. Build strong relationships across Technology, Security, and business stakeholders
About you
23. Proven experience in IT Service Delivery within End User Technology / Digital Workplace Technologies
24. Strong hands-on technical capability at Level 3 (endpoint management, M365, device platforms)
25. Experience supporting and resolving complex technical escalations
26. Solid understanding of ITSM practices (incident, problem, change) and process maturity
27. Strong documentation, process definition, and service standardisation skills
28. Experience with automation or scripting (e.g. PowerShell)
29. Comfortable working in regulated, audit-aware environments
30. Confident communicator with the ability to engage both technical teams and senior stakeholders
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.
About CFC
CFC is a specialist insurance provider, pioneering emerging risk and market leader in cyber. Our global insurance platform uses cutting-edge technology and data science to deliver smarter, faster underwriting and protect customers from today's most critical business risk.
Headquartered in London with offices in New York, Melbourne, Sydney, Austin, Madrid, Brussels and Brisbane, CFC has over 1100 staff and is trusted by more than 100,000 businesses across 90 countries.
At CFC, insurance isn't just about underwriting. From data science to software development, and digital marketing design, we've got something for everyone. We're passionate about pushing boundaries, thinking differently and building the insurance company of the future.
CFC is committed to the principles of equal opportunities and creating an environment in which all individuals are always treated with dignity and respect. We encourage a diverse corporate culture of openness and appreciation to create an environment in which your talent can be developed in the best possible way. Should you require any reasonable adjustments at any stage of the recruitment process please let us know.
Our Hiring Process
Stage 2:
Phone screening
Stage 3:
First stage interview
Stage 4:
Second stage interview
Stage 5:
Hired
Stage 1:
Applied
Stage 2:
Phone screening
Stage 3:
First stage interview
Stage 4:
Second stage interview
Stage 5:
Hired
Stage 1:
Applied
Stage 2:
Phone screening
Stage 3:
First stage interview
Stage 4:
Second stage interview
Stage 5:
Hired
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