Service Delivery Manager

Location: Guernsey, Haywards Heath, Home Office (Remote) or Manchester

Salary: £73,652 - £92,065, depending on experience

Department: Technology and Data

We're 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service. And that's the same for our colleagues too; we won Insurance Employer of the Year at the British Insurance Awards 2024 and our Glassdoor score is pretty high!

We're looking for a Service Delivery Manager within the Digital Workspace pillar who will oversee the effective delivery of IT services across the Digital Workspace, the broader non-focus business services, and the Core enterprise Azure platform stack. As a senior team member, you'll collaborate with the Digital Workspace Director, department heads, and stakeholders to ensure services meet First Central's goals, managing escalated incidents, problems, and changes.

You'll support operational change, champion continuous improvement, and contribute to the development of this growing function. Operating within a DevOps environment, you'll work with product owners, developers, architects, and business teams to deliver reliable, value-driven services-using automation and Azure technologies to reduce risk and improve performance.

As part of the Service Management community, you'll help shape shared processes, manage SLAs, oversee operational changes, and support ongoing service improvements across the Technology pillar.

We value flexible working, so you can work remotely or from one of our offices in Salford Quays, Manchester; Haywards Heath, West Sussex; or Guernsey, with occasional office visits.

Core skills for success:

• Excellent communication skills, verbal and written
• Strong time management and organisational skills
• Leadership and influencing skills, able to collaborate across technical and business teams
• Analytical mindset focused on service improvements and automation opportunities
• Passion for delivering business value through technology and service excellence
• Ability to manage multiple priorities and projects effectively
• Experience in aligning IT services with business strategies
• Proven leadership in managing service delivery teams and organizational change
• Interpersonal skills for working with diverse teams and stakeholders
• Problem-solving skills for complex service issues
• Commitment to continuous improvement and high-quality IT services
• Experience in managing change initiatives aligned with business goals

Responsibilities include:

• Managing day-to-day service delivery within the Digital Workspace
• Handling escalations and ensuring SLAs are met
• Collaborating with development, architecture, operations, and business teams
• Monitoring service performance and reporting to leadership
• Overseeing operational change processes and risk management
• Participating in planning and prioritization of IT initiatives
• Leading process improvements and automation projects, especially leveraging Azure tools
• Managing SLAs, conducting reviews, and driving service enhancements
• Providing leadership and professional development for the team
• Acting as primary contact for escalated issues and maintaining stakeholder relationships
• Reporting on service performance and improvement initiatives
• Supporting business continuity and resilience planning
• Supporting the Digital Workspace Director as needed

Experience & knowledge required:

• Understanding of FCA requirements (including Consumer Duty)
• Senior IT experience, preferably in fast-paced environments
• Expertise in service delivery management and cross-team coordination
• Experience with DevOps, Azure cloud services, and automation tools
• Knowledge of ITSM processes and SLA management
• Hands-on experience with Azure and automation technologies
• Understanding of DevOps and Agile methodologies

Skills:

• Effective communication, leadership, and interpersonal skills
• Strong analytical and problem-solving skills
• Ability to manage multiple projects and priorities
• Focus on continuous service improvement and value delivery

Qualifications:

Certifications in Azure (desirable) and:

• ITIL Foundation
• Agile methodologies

Behaviours:

• Self-motivated, proactive, and organised
• Flexible and positive attitude
• Committed to driving business improvements
• Stay current with emerging cloud and automation technologies

If you're ready for the challenge and want to join our vibrant team, we want to hear from you!