At a Glance
- Tasks: Lead the delivery and improvement of workplace technology services for a global user base.
- Company: Join a dynamic tech company that values passion and innovation.
- Benefits: Enjoy a competitive salary, flexible working, and opportunities for professional growth.
- Other info: Be part of a fun, collaborative culture that encourages challenging the status quo.
- Why this job: Make a real impact by enhancing user experience and driving service excellence.
- Qualifications: Experience in IT Service Delivery and strong technical skills in End User Technology.
The predicted salary is between 60000 - 75000 £ per year.
We are seeking a delivery-focused Service Delivery Manager with strong technical depth in End User Technology to coordinate the day-to-day delivery, stability, and ongoing improvement of workplace technology services. The successful candidate will ensure services are reliable, secure, and compliant, while also actively contributing to technical resolution, automation, and service maturity. You will operate across service delivery, incident management, and engineering, supporting a global user base through a blended delivery model of internal teams and third-party partners.
About the role
- Service Delivery & Operations
- Drive the maturation of EUT services into stable, well-governed BAU services
- Use service data, trends, and operational insight to proactively improve reliability and user experience
- Identify opportunities to reduce manual effort through automation, self-service, and platform optimisation
- Embed ITSM best practices (incident, problem, change) consistently across delivery
- Hands-on Technical Engineering (L3)
- Provide technical expertise for complex incidents, problems, and escalations across EUT services
- Lead root cause analysis and implement permanent fixes for recurring issues
- Oversee and govern endpoint and platform services (e.g. Microsoft 365, Intune, device management, identity integrations), ensuring service performance, standards, and alignment across delivery teams
- Act as the technical escalation point bridging service operations and engineering teams
- Contribute directly to build standards, configurations, and service improvements
- Incident & Major Incident Management
- Lead or coordinate EUT-related incidents and major incidents as the primary escalation point
- Provide both operational leadership and hands-on technical involvement where required
- Ensure timely stakeholder communication and structured incident management
- Own post-incident reviews, root cause analysis, and remediation actions
- Onboarding & Operational Readiness
- Own the onboarding of new or materially changed services into BAU operations
- Ensure documentation, monitoring, SLAs, support models, and runbooks are in place
- Support early life activities to stabilise services post go-live
- Automation, Tooling & Knowledge
- Deliver and support automation solutions (e.g. scripting, PowerShell, workflows)
- Create and maintain high-quality documentation including runbooks, SOPs, and knowledge articles
- Improve knowledge sharing and reduce reliance on individuals through structured documentation
- Reporting & Stakeholder Management
- Produce clear service reporting across performance, incidents, risks, and improvement actions
- Present service insights in a format suitable for senior stakeholders
- Build strong relationships across Technology, Security, and business stakeholders
About you
- Proven experience in IT Service Delivery within End User Technology / Digital Workplace Technologies
- Strong hands-on technical capability at Level 3 (endpoint management, M365, device platforms)
- Experience supporting and resolving complex technical escalations
- Solid understanding of ITSM practices (incident, problem, change) and process maturity
- Strong documentation, process definition, and service standardisation skills
- Experience with automation or scripting (e.g. PowerShell)
- Comfortable working in regulated, audit-aware environments
- Confident communicator with the ability to engage both technical teams and senior stakeholders
Core Values
- Love what you do: We show up each day ready to take on the world. Our passion and intensity set us apart and makes the difference to our colleagues, customers, brokers and carriers.
- Challenge everything: We’re never afraid to question the way that things are done and we constantly challenge ourselves and others to make things better.
- Have fun, be good: Insurance is a serious business, but we don’t take ourselves too seriously. We make it fun to work at CFC, we welcome all viewpoints, and we treat everyone how we would expect to be treated.
Service Delivery Manager - EUT employer: CFC Underwriting
CFC is an exceptional employer that fosters a dynamic and inclusive work culture in the heart of London. As a Service Delivery Manager, you will benefit from a collaborative environment that prioritises employee growth through continuous learning and innovation, while also enjoying the perks of working in a vibrant city known for its rich diversity and opportunities. With a strong focus on automation and technical excellence, CFC empowers its employees to challenge the status quo and make a meaningful impact in the world of technology services.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager - EUT
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend meetups, webinars, or even just grab a coffee with someone who works in service delivery. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, make sure to highlight your hands-on technical expertise. Talk about your experience with endpoint management and automation – it’s what they’re looking for!
✨Tip Number 3
Prepare for those tricky interview questions! Brush up on ITSM practices and be ready to discuss how you've tackled complex incidents in the past. They’ll want to see that you can handle the pressure and lead through challenges.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search. Let’s get you that Service Delivery Manager role!
We think you need these skills to ace Service Delivery Manager - EUT
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Delivery Manager role. Highlight your experience with End User Technology and any relevant technical skills. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Be sure to mention specific examples from your past experiences that relate to the job description.
Showcase Your Technical Skills:Since this role requires strong technical depth, don’t shy away from showcasing your hands-on experience with tools like Microsoft 365 and PowerShell. We love seeing candidates who can demonstrate their technical expertise clearly.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at CFC Underwriting
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around End User Technology and tools like Microsoft 365 and Intune. Be ready to discuss specific incidents you've managed and how you resolved them, as this will show your hands-on capability.
✨Showcase Your Service Delivery Skills
Prepare examples that highlight your experience in IT Service Delivery. Think about times when you've improved service reliability or user experience, and be ready to explain the processes you used to achieve these results.
✨Communicate Like a Pro
Since you'll be engaging with both technical teams and senior stakeholders, practice explaining complex technical concepts in simple terms. This will demonstrate your ability to bridge the gap between different audiences effectively.
✨Emphasise Your Problem-Solving Approach
Be prepared to discuss your approach to incident management and root cause analysis. Share specific examples of how you've led post-incident reviews and implemented permanent fixes, showcasing your proactive mindset.
