Digital Support Services Manager

Location: London (Hybrid – 3 days per week onsite) Role Purpose: Lockton is entering an exciting new phase of digital transformation, having launched two major digital platforms successfully and a roadmap ramping up of new products for their internal Brokers and external clients. : The Service Manager sits within the Digital team and will report directly to the Head of Digital. As a Digital Service Manager , your mission is to own and evolve the broker and client-facing onboarding and support journey for these digital tools. You will act as the key point of contact for clients, brokers, and internal teams, ensuring successful adoption and use of the platforms while also establishing scalable, lightweight service management processes. This is a hands-on, client-centric role, perfect for someone who thrives in a fast-moving, startup-like digital team environment. Key Responsibilities Client Onboarding & Success Own the onboarding process for clients and broker teams onto Lockton’s digital platforms Develop training materials, user guides, and onboarding manuals Deliver training sessions and proactive client engagement to ensure adoption Service Management & Support Design and implement a light-touch ITIL service model aligned with Lockton’s internal ITSM framework Manage incoming issues (approx. 40–60/month) from brokers and clients, resolving basic issues (logins/admin) directly Triage and assign more complex bugs or feature requests to 3rd party vendors or internal product teams Stakeholder Management Act as a bridge between users, Lockton ITSM, 3rd-party developers, and the internal product team Develop and manage vendor relationships and monitor SLAs and KPIs Provide visibility on service performance and improvement initiatives Future Team Growth As processes mature, contribute to the development and growth of a small digital service team Ideal Candidate Profile Experience & Skills Strong background in client-facing service delivery or customer success , ideally in a digital product or SaaS environment Proven ability to support and onboard users to web portals, apps, or digital platforms Experience working in start-up or scale-up digital environments Familiar with light ITIL or ITSM frameworks (even if not formally certified) Comfortable working hands-on, solo, and flexibly across support and service design Experience managing vendors , tickets, and stakeholder expectations Experience in insurance, broking, or InsurTech environments About you Excellent communication skills – proactive, confident, and customer-focused A true relationship builder with a positive, “can-do” approach Entrepreneurial mindset – comfortable with ambiguity and creating structure from scratch