Service Delivery Manager

DXC’s Insurance Software and BPS business provides a range of software and services to the global insurance market including life, wealth, health, commercial and speciality, property and casualty, and reinsurance. DXC is also a key partner of the London Market, providing digital transformation and outsourcing services. DXC’s insurance business has 13,000 domain experts serving 2,000 insurance customers operating in over 100 countries worldwide.

Are you a dynamic leader with a passion for client satisfaction? Join our team as a Client Services Manager, where you will play a pivotal role in ensuring outstanding service delivery. You’ll consult with clients on DXC products and services, develop innovative solutions, and implement best practices in service management. Your expertise will help assess client needs, optimize account service team performance, and drive continuous improvement. With a strong focus on leadership, you will build and develop high-performing teams to exceed client expectations.

Role Purpose: Leads staffing, budgeting, and operations for client service teams, ensuring effective service delivery across Client Services, Service Operations, Service Desk, and Production.

Principal Accountabilities:

• Plans and directs resources to ensure client satisfaction.
• Consults with clients on the uses of DXC products and services.
• Develop solutions to client problems, assess the needs and develop methodologies to ensure account service teams are adequately trained and performing at optimal levels.
• Builds, develops, and provides leadership within a client service team.

Key Responsibilities:

• Strategic Leadership: Develop and implement service management strategies, setting and monitoring key performance indicators (KPIs).
• Team Management: Lead, mentor, and support a high-performing service team.
• Service Excellence: Ensure services exceed SLAs, resolving issues and escalations effectively.
• Process Improvement: Identify and implement efficiency-driven enhancements and best practices.
• Stakeholder Engagement: Communicate with customers, employees, and senior management, providing insights and recommendations.
• Financial Oversight: Manage budgets, monitor expenses, and drive cost-saving initiatives.
• Risk Management: Identify risks and implement mitigation strategies to ensure service continuity.

Skills and Qualifications:

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Analytical and problem-solving skills.
• Experience with service management frameworks like ITIL.
• Ability to manage budgets and financial resources effectively.

Minimum Education, Experience & Specialized Knowledge Required:

• Bachelor’s degree or equivalent experience.
• Experience in a Client Service Manager role.
• Expertise in client service concepts, practices, reporting quality & integrity, and procedures.
• Strong knowledge of DXC Insurance products (preferred).
• Proven ability to develop and manage teams.
• Insurance industry experience (preferred).

Organization Reporting and Scope:

• Typically reports to: Delivery Director/COE Lead.
• Management scope (number of full-time employees): minimum of 10.
• Annual revenue scope (If applicable) $M: minimum of $15.

Additional Requirements:

• Business acumen (knowledge of the Insurance industry).
• Change management/process analysis skills (e.g. business process re-engineering).
• Strong communication skills, including the ability to train/present and deal tactfully with clients.
• Project management experience in overseeing or contributing in complex, multi-discipline projects.
• Managerial skills, including a strong focus on team building.
• ITIL Certified.

Objectives:

• Set up a new client service model.
• Implement and enhance best practices in service management.
• Harmonize the support model across T1 to T3.
• Establish support capabilities for each product.
• Define and execute an effective support model.
• Develop a comprehensive service and pricing catalogue.

What We Offer You:

• Competitive Compensation & Pension Scheme – Rewarding your expertise while securing your future.
• Comprehensive Benefits Package – Including DXC Select, Perks at Work, and incentive programs for exclusive savings and rewards.
• Continuous Learning & Development – Access to upskilling opportunities, career growth resources, and industry-leading training.
• Lifestyle Perks – Enjoy options like the Salary Sacrifice Car Scheme and more.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Management and Information Technology

Industries: IT Services and IT Consulting, Insurance, and Insurance Agencies and Brokerages.