Service Delivery Manager - Insurance | Origami

Key Responsibilities

• Own and continuously improve the IT Service Management (ITSM) framework across Incident, Problem, Change, Release and Service Lifecycle Management.
• Lead a small application support team and coordinate third-party vendors within a global delivery model.
• Ensure the stability, availability and performance of business-critical insurance applications.
• Lead major incident and problem management activities, including root cause analysis (RCA) and implementation of preventative measures.
• Manage production changes, releases, environments and operational readiness.
• Establish and govern SLAs, KPIs and service reporting.
• Provide hands-on support and leadership for complex production issues across integrated systems.
• Work closely with Product, Architecture, Risk, Compliance, Audit and senior business/technology stakeholders.
• Drive continuous improvement across automation, service resilience, processes and governance.

Essential Experience

• Proven experience as a Service Delivery Manager, Technical Lead, Systems Lead or Application Support Lead within a high-availability production environment.
• Strong experience with enterprise insurance platforms, ideally within claims, underwriting or policy administration.
• Experience with Origami Risk would be highly advantageous.
• Strong knowledge of ITIL/ITSM, particularly Incident, Problem and Change Management.
• Demonstrable experience leading production/application support teams and managing third-party vendors.
• Strong major incident management, troubleshooting and root cause analysis experience.
• Experience supporting complex applications with multiple system integrations.
• Strong stakeholder management skills, including communication with senior IT and business stakeholders.