Job Description

Service Delivery Manager
Please note, proven experience managing IT service delivery or application services in the London Insurance Market or a regulated financial services environment is essential, together with significant experience with onshore/offshore delivery models and third-party service provider oversight
Location: London
Contract Type: Permanent
Work Pattern: Full Time and Hybrid
About The Role
MS Amlin Business Services (ABS) is seeking to align our newly introduced Product-Centric ways of working to our group customers through the introduction of a focused set of value-focused business services supporting our core insurance business processes. As part of this model, we will also be leveraging the outsourcing partner to provide the application maintenance and application development services. This role requires a candidate demonstrating a proven track record of building exemplary relationships with outsource service partner and IT / Business stakeholders and driving end-to-end delivery of reliable and trusted IT services.
We are seeking an experienced and driven Service Delivery Manager - Application to lead the delivery, performance, and transformation of critical IT services across our business platforms. Sitting at the heart of the London Insurance Market, this role ensures the alignment of IT services with evolving business objectives, governance standards, and transformation roadmaps. You'll act as a key interface between technology teams, business stakeholders, and third-party providers, championing service excellence and continuous improvement.
MS Amlin is part of a global top-10 insurance group, MS&AD. We're made up of four distinct businesses covering Global Reinsurance, Lloyds Franchise, Local Specialty Insurer, and Business Services

What you'll spend your time doing:

While there is rarely a 'typical' day here's a snapshot of some of the key parts of the job: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 and collaborate 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 disciplines--including Product Towers, Architecture, Infrastructure, and Security--to ensure seamless service delivery.
+ Collaborate with product/service owners to uphold quality standards and 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 teams to ensure compliance with commercial 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 + Monitoring and reporting on the performance of Service Delivery Partners, implementing strategies for continuous improvement
+ Working with Enterprise Architecture, Business Owners, Product Teams and Technical Service Owners to identify areas of improvements and delivering these ideas
+ Managing the Application Delivery and Maintenance current service needs and future evolution and transformation initiatives
+ Providing 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...Being the trusted advisor and subject matter expert who drives technical solutions and services to address business problems Collaborating with both technical teams and non-technical business leaders to achieve business objectives Balancing high-level strategy with the hands-on management of IT services and solutions Problem-solving and finding new ways to improve service performance and user satisfaction Leading change in a dynamic, fast-paced environment with a customer-focussed mindset Establishing relationships with business stakeholders to contribute directly to the success of technology-enabled business outcomes Developing a team of IT Product Owners and technical delivery teams to reach their full potential if needed

What We Need From You
For this role there are some important qualifications and experience we need you to have. These include:
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, commercial 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 strong 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 the management of change Ability to demonstrate flexibility, multi-tasking skills and a 'can do attitude'
We are stronger together because of our common interests and rich differences. You may be the strength we didn't know we needed. Believe in yourself, and click apply today!
What Can You Expect From Us?Competitive Base Salary Performance Related Discretionary Bonus Holiday: 28 days core annual leave, and you can buy up to 5 days Pension: A minimum 2% employee contribution plus 7% MS Amlin contribution (9%) up to a maximum of 5% employee contribution plus 13% MS Amlin contribution (18%) Private Medical: cover for yourself. Family members/dependants can be added Flex Fund: 1,000 (pro-rated based on start date) to spend on flexible benefits Life Assurance: 5x annualised base salary Bank Holidays: To support the diverse backgrounds and beliefs of our team, we offer employees the flexibility to exchange bank holidays for alternative dates that better reflect their personal, cultural, or religious preferences.
Each one of us is unique because of our backgrounds, what we have learned so far and how we express that. Establishing an inclusive attitude helps us, organisationally, to 'think outside the box' because it calls on that diverse range of ideas, perspectives and lived experiences.



We commit to continuing our work towards a more diverse and inclusive future by recognising that our business, our teams and every colleague has a part to play in driving the positive change we all want to see.



Our values demonstrate our commitment to providing an environment in which each and every colleague is respected for who they are and what they can contribute to the business, regardless of nationality, race, ethnicity, religion/faith, sexual orientation, gender identity, gender expression, disability, socio-economic background, sex or age.
#LI-hybrid #MSABS