Overview

Service Delivery Manager - IT Applications. Location: London. Contract Type: Permanent. Work Pattern: Full Time and Hybrid.

MS Amlin Business Services (ABS) is seeking to align our newly introduced Product-Centric ways of working to our group customers through a focused set of value-focused business services supporting core insurance business processes. This role requires a candidate with a proven track record of building exemplary relationships with outsource service partners and IT/Business stakeholders and driving end-to-end delivery of reliable and trusted IT services.

MS Amlin is part of a global top-10 insurance group, MS&AD, with four distinct businesses covering Global Reinsurance, Lloyds Franchise, Local Specialty Insurer, and Business Services.

What you’ll spend your time doing

• Leadership & Governance
  • Serve as the escalation point for application-related service concerns, actively participating in supplier service reviews.
  • Ensure services are delivered in line with contractual agreements and are strategically aligned with business objectives.
  • Support transformation efforts, particularly around engineering modernisation, legacy remediation, and adoption of innovative solutions.
• Business & IT Relationship Management
  • Act as the primary liaison between IT and business functions, fostering trust and alignment to deliver measurable business value.
  • Engage with business owners, internal IT leaders, and external service providers to maintain robust stakeholder relationships.
  • Communicate performance metrics, service risks, and improvement plans clearly and proactively.
• Oversight & Performance Management
  • Coordinate across Product Towers, Architecture, Infrastructure, and Security to ensure seamless service delivery.
  • Collaborate with product/service owners to uphold quality standards and a consistent user experience.
  • Drive governance forums to monitor SLAs, KPIs, and strategic initiatives.
  • Proactively identify delivery risks and manage mitigation plans concerning technical debt, resourcing gaps, or service outages.
• Financial & Commercial Management
  • Collaborate with Procurement and Finance to ensure compliance with contracts and manage service changes through defined change control processes.
• Team Leadership & Enablement
  • Champion a collaborative, inclusive, and high-performance culture across geographically distributed teams.
• Strategic Direction and Guidance
  • Monitor and report on the performance of Service Delivery Partners, implementing continuous improvement strategies.
  • Work with Enterprise Architecture, Business Owners, Product Teams and Technical Service Owners to identify areas for improvement and deliver initiatives.
  • Manage Application Delivery and Maintenance current service needs and future evolution and transformation initiatives.
  • Provide visibility of Service Partner performance and its contribution to business outcomes through defined KPIs and regular reporting.

You’re Going To Enjoy This Job If You…

• Be the trusted advisor and subject matter expert who drives technical solutions and services to address business problems.
• Collaborate with both technical teams and non-technical business leaders to achieve objectives.
• Balance high-level strategy with hands-on management of IT services and solutions.
• Problem-solve and identify new ways to improve service performance and user satisfaction.
• Lead change in a dynamic, fast-paced environment with a customer-focused mindset.
• Establish relationships with business stakeholders to contribute to technology-enabled business outcomes.
• Develop a team of IT Product Owners and delivery teams to reach their full potential.

What We Need From You

Skills:

• Proven experience managing IT service delivery or application services in the London Insurance Market or a regulated financial services environment.
• Significant experience with onshore/offshore delivery models and third-party service provider oversight.
• Strong understanding of ITIL frameworks and service lifecycle management.
• Adept at stakeholder engagement, contract management, and leading transformation within complex environments.
• Excellent communication and leadership skills, with the ability to influence and collaborate with senior leadership and technical teams.
• A results-driven approach with a focus on delivering high-quality IT services and improving performance.
• Experience in reporting (KPIs, SLAs), governance, and continuous service improvement.
• Demonstrable troubleshooting and problem-solving skills.
• A good understanding of new and emerging technologies.

Behaviours:

• Self-confidence to navigate complex IT operating environments.
• The drive to change and continuously improve.
• A mindset to cope with ambiguity and manage change.
• Ability to demonstrate flexibility, multi-tasking skills and a can-do attitude.

What Can You Expect From Us?

• Competitive Base Salary
• Performance Related Discretionary Bonus
• Holiday: 28 days core annual leave, with option to buy up to 5 days
• Pension: Details as provided (contributions by employee and MS Amlin)
• Private Medical: cover for you; family members can be added
• Flex Fund: £1,000 to spend on flexible benefits
• Life Assurance: 5x annualised base salary
• Bank Holidays: option to exchange bank holidays for alternative dates

We are committed to a diverse and inclusive future and to providing an environment in which colleagues are respected for who they are and what they contribute, regardless of background or identity.