Service Delivery Project Manager
Posted 5 days ago by Ampstek
Negotiable
Undetermined
Undetermined
London Area, United Kingdom
Summary: The Service Delivery Project Manager is responsible for managing change projects that align with the organization's strategic objectives, ensuring timely and budget-compliant delivery while adhering to regulatory requirements. This role involves overseeing IT service delivery, stakeholder management, incident resolution, and continuous improvement initiatives within the insurance domain. The position requires collaboration with various teams and effective communication with business stakeholders to maintain service quality and compliance.
Key Responsibilities:
- Ensure smooth delivery of IT services (applications, infrastructure, support)
- Monitor SLA/KPI adherence (uptime, response time, resolution time)
- Handle incident, problem, and change management
- Ensure 24/7 support readiness (especially for core insurance systems)
- Act as the primary point of contact between business stakeholders and IT teams
- Conduct regular service review meetings
- Manage client communication & expectations
- Ensure IT services support key insurance functions
- Understand compliance needs and ensure systems support regulatory reporting and audits
- Drive major incident resolution and ensure root cause analysis
- Govern production releases, patch deployments, and regulatory updates
- Identify process inefficiencies and drive service improvements
- Manage support teams and third-party vendors
- Ensure adherence to information security policies and data privacy laws
- Monitor budget vs actuals and ensure adherence to contracts & SLAs
- Publish service reports and conduct governance meetings
Key Skills:
- 6+ years of relevant experience in service delivery and project management
- Strong understanding of IT service management and insurance domain
- Excellent stakeholder management and communication skills
- Proficiency in incident and problem management processes
- Experience with change and release management
- Ability to drive continuous improvement and cost optimization initiatives
- Knowledge of compliance requirements (e.g., IRDAI, GDPR, SOX)
- Strong analytical and reporting skills
- Experience in managing teams and vendor relationships
- Financial and contract management skills
Salary (Rate): undetermined
City: London Area
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Purpose of the role To manage change projects that help the organisation achieve its strategic objectives, while ensuring that projects are delivered on time, within budget, in control and in compliance with regulatory requirements and internal policies and procedures.
Roles & Responsibilities (Insurance IT)
- Service Delivery & Operations Management
- Ensure smooth delivery of IT services (applications, infrastructure, support)
- Monitor SLA/KPI adherence (uptime, response time, resolution time)
- Handle incident, problem, and change management
- Ensure 24/7 support readiness (especially for core insurance systems)
- Stakeholder Management
- Act as the primary point of contact between:
- Business stakeholders (Underwriting, Claims, Policy Admin)
- IT teams (Development, Support, Infra)
- Conduct regular service review meetings
- Manage client communication & expectations
- Act as the primary point of contact between:
- Insurance Domain Alignment
- Ensure IT services support key insurance functions:
- Policy lifecycle (issuance, renewal, cancellation)
- Claims processing systems
- Billing and payments
- Understand compliance needs (e.g., IRDAI, GDPR, SOX depending on geography)
- Ensure systems support regulatory reporting and audits
- Ensure IT services support key insurance functions:
- Incident & Problem Management
- Drive major incident resolution (P1/P2)
- Ensure:
- Root Cause Analysis (RCA)
- Preventive measures implementation
- Coordinate across teams for quick restoration of services
- Change & Release Management
- Govern:
- Production releases
- Patch deployments
- Regulatory updates
- Minimize business disruption during policy/claims critical cycles
- Ensure proper risk assessment & rollback plans
- Govern:
- Performance & Continuous Improvement
- Identify:
- Process inefficiencies
- Automation opportunities
- Drive:
- Service improvements
- Cost optimization initiatives
- Track metrics like:
- MTTR (Mean Time to Resolve)
- Incident trends
- Identify:
- Team & Vendor Management
- Manage:
- Support teams (L1, L2, L3)
- Third-party vendors (platform providers, SaaS insurers)
- Ensure resource planning and utilization
- Conduct performance reviews and skill development
- Manage:
- Risk & Compliance Management
- Ensure adherence to:
- Information security policies
- Data privacy laws (PII, PHI handling)
- Handle:
- Audit readiness
- Risk mitigation plans
- Maintain BCP/DR (Business Continuity & Disaster Recovery) readiness
- Ensure adherence to:
- Financial & Contract Management
- Monitor:
- Budget vs actuals
- Cost of service delivery
- Ensure adherence to contracts & SLAs
- Identify opportunities for cost savings
- Monitor:
- Reporting & Governance
- Publish:
- Weekly/monthly service reports
- SLA/KPI dashboards
- Conduct:
- Governance meetings
- Executive-level reviews
- Provide data-driven insights to leadership
- Publish:
Relevant Yrs. of experience: 6+ Years