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For Companies At a Glance
- Tasks: Lead client onboarding and support for digital platforms, ensuring smooth adoption and user engagement.
- Company: Join Lockton, a dynamic company at the forefront of digital transformation in the insurance industry.
- Benefits: Enjoy hybrid working, a vibrant team culture, and opportunities for professional growth.
- Why this job: Be part of an innovative team, making a real impact in a fast-paced digital environment.
- Qualifications: Experience in client-facing roles, ideally within digital products or SaaS; strong communication skills required.
- Other info: Ideal for those with an entrepreneurial spirit and a passion for building relationships.
The predicted salary is between 48000 - 72000 £ per year.
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
- 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
- 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
- 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
Contact Detail:
Lockton Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Digital Support Services Manager
✨Tip Number 1
Familiarise yourself with Lockton's digital platforms and their onboarding processes. Understanding the tools inside out will not only help you in interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of Lockton, especially those in digital roles. They can provide valuable insights into the company culture and expectations, which can be a game-changer during your application process.
✨Tip Number 3
Showcase your experience in client-facing roles by preparing specific examples of how you've successfully onboarded users to digital platforms. This will highlight your relevant skills and make you stand out as a candidate.
✨Tip Number 4
Stay updated on the latest trends in digital service management and ITIL frameworks. Being knowledgeable about current best practices will not only impress during interviews but also show that you're proactive and committed to continuous improvement.
We think you need these skills to ace Digital Support Services Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in client-facing service delivery, particularly in digital product or SaaS environments. Emphasise any experience you have with onboarding users to digital platforms.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for Lockton's digital transformation. Mention specific examples of how you've successfully managed client onboarding and support in previous roles, showcasing your proactive and customer-focused approach.
Showcase Relevant Skills: Highlight your familiarity with ITIL or ITSM frameworks, even if not formally certified. Discuss your experience in managing vendor relationships and resolving issues, as these are key aspects of the role.
Demonstrate Your Entrepreneurial Mindset: In your application, convey your ability to thrive in fast-paced, startup-like environments. Share examples of how you've created structure from ambiguity and contributed to team growth in previous positions.
How to prepare for a job interview at Lockton
✨Showcase Your Client-Facing Experience
Make sure to highlight your previous experience in client-facing roles, especially in digital product or SaaS environments. Be prepared to discuss specific examples of how you've successfully onboarded users and ensured their satisfaction with digital platforms.
✨Demonstrate Your Understanding of ITIL Frameworks
Even if you’re not formally certified, it’s important to show your familiarity with light ITIL or ITSM frameworks. Discuss any relevant experiences where you’ve implemented service management processes or resolved issues effectively.
✨Emphasise Your Communication Skills
Since this role requires excellent communication, be ready to demonstrate your proactive and confident communication style. Share examples of how you've built relationships with clients and stakeholders, and how you’ve engaged them during onboarding.
✨Prepare for a Fast-Paced Environment
Given the startup-like nature of the team, convey your comfort with ambiguity and your entrepreneurial mindset. Share instances where you’ve thrived in fast-moving environments and how you’ve created structure from scratch.
