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- Tasks: Lead IT service delivery and manage escalations in a dynamic environment.
- Company: Join 1st Central, an award-winning insurance company focused on tech-driven solutions.
- Benefits: Enjoy flexible working options, competitive salary, and a supportive team culture.
- Why this job: Be part of a growing team that values innovation and continuous improvement.
- Qualifications: Senior IT experience with strong leadership and communication skills required.
- Other info: Remote work available; occasional office visits in Manchester, Haywards Heath, or Guernsey.
The predicted salary is between 63600 - 73800 £ per year.
Location: Guernsey, Haywards Heath, Home Office (Remote) or Manchester
Salary: £73,652 - £92,065, depending on experience
Department: Technology and Data
We’re 1st Central, a market-leading insurance company utilising smart data and technology at pace. Rapid growth has been based on giving our 1.4 million customers exactly what they want: great value insurance with an excellent service.
We are looking for a Service Delivery Manager within the Digital Workspace pillar who will oversee the effective delivery of IT services across the Digital Workspace, the broader non-focus business services, and the Core enterprise Azure platform stack. As a senior team member, you will collaborate with the Digital Workspace Director, department heads, and stakeholders to ensure services meet First Central’s goals, managing escalated incidents, problems, and changes. You will support operational change, champion continuous improvement, and contribute to the development of this growing function.
Operating within a DevOps environment, you will work with product owners, developers, architects, and business teams to deliver reliable, value-driven services—using automation and Azure technologies to reduce risk and improve performance. As part of the Service Management community, you will help shape shared processes, manage SLAs, oversee operational changes, and support ongoing service improvements across the Technology pillar.
We value flexible working, so you can work remotely or from one of our offices in Salford Quays, Manchester; Haywards Heath, West Sussex; or Guernsey, with occasional office visits.
Core skills for success:
- Excellent communication skills, verbal and written
- Strong time management and organisational skills
- Leadership and influencing skills, able to collaborate across technical and business teams
- Analytical mindset focused on service improvements and automation opportunities
- Passion for delivering business value through technology and service excellence
- Ability to manage multiple priorities and projects effectively
- Experience in aligning IT services with business strategies
- Proven leadership in managing service delivery teams and organisational change
- Interpersonal skills for working with diverse teams and stakeholders
- Problem-solving skills for complex service issues
- Commitment to continuous improvement and high-quality IT services
- Experience in managing change initiatives aligned with business goals
Responsibilities include:
- Managing day-to-day service delivery within the Digital Workspace
- Handling escalations and ensuring SLAs are met
- Collaborating with development, architecture, operations, and business teams
- Monitoring service performance and reporting to leadership
- Overseeing operational change processes and risk management
- Participating in planning and prioritisation of IT initiatives
- Leading process improvements and automation projects, especially leveraging Azure tools
- Managing SLAs, conducting reviews, and driving service enhancements
- Providing leadership and professional development for the team
- Acting as primary contact for escalated issues and maintaining stakeholder relationships
- Reporting on service performance and improvement initiatives
- Supporting business continuity and resilience planning
- Supporting the Digital Workspace Director as needed
Experience & knowledge required:
- Understanding of FCA requirements (including Consumer Duty)
- Senior IT experience, preferably in fast-paced environments
- Expertise in service delivery management and cross-team coordination
- Experience with DevOps, Azure cloud services, and automation tools
- Knowledge of ITSM processes and SLA management
- Hands-on experience with Azure and automation technologies
- Understanding of DevOps and Agile methodologies
Skills:
- Effective communication, leadership, and interpersonal skills
- Strong analytical and problem-solving skills
- Ability to manage multiple projects and priorities
- Focus on continuous service improvement and value delivery
Qualifications:
- Certifications in Azure (desirable) and: ITIL Foundation
- Agile methodologies
Behaviours:
- Self-motivated, proactive, and organised
- Flexible and positive attitude
- Committed to driving business improvements
- Stay current with emerging cloud and automation technologies
If you are ready for the challenge and want to join our vibrant team, we want to hear from you!
Service Delivery Manager employer: First Central Services
Contact Detail:
First Central Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Familiarise yourself with Azure and DevOps methodologies, as these are crucial for the Service Delivery Manager role. Consider taking online courses or certifications to boost your knowledge and demonstrate your commitment to potential employers.
✨Tip Number 2
Network with professionals in the insurance and technology sectors, especially those who work in service delivery or management roles. Attend industry events or join relevant online forums to gain insights and make connections that could lead to job opportunities.
✨Tip Number 3
Showcase your leadership and problem-solving skills by sharing examples from your past experiences. Prepare specific scenarios where you successfully managed service delivery challenges or led teams through operational changes, as this will resonate well with hiring managers.
✨Tip Number 4
Stay updated on the latest trends in IT service management and automation tools. Being knowledgeable about emerging technologies can set you apart from other candidates and demonstrate your passion for continuous improvement in service delivery.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service delivery management, particularly in IT and cloud services. Emphasise your leadership skills and any specific achievements that align with the responsibilities outlined in the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and service excellence. Mention how your background aligns with the company's goals and values, and provide examples of how you've successfully managed service delivery and operational changes in previous roles.
Highlight Relevant Skills: In your application, clearly outline your skills related to communication, problem-solving, and project management. Make sure to mention your experience with Azure and automation tools, as these are crucial for the role.
Showcase Continuous Improvement Initiatives: Discuss any past experiences where you have driven continuous improvement or implemented automation projects. This will demonstrate your analytical mindset and commitment to enhancing service delivery, which is key for this position.
How to prepare for a job interview at First Central Services
✨Showcase Your Communication Skills
As a Service Delivery Manager, excellent communication is key. Be prepared to discuss how you've effectively communicated with diverse teams and stakeholders in the past. Use specific examples to illustrate your verbal and written communication prowess.
✨Demonstrate Leadership Experience
Highlight your leadership skills by sharing experiences where you successfully managed service delivery teams or led change initiatives. Discuss how you influenced cross-functional collaboration and drove improvements within your previous roles.
✨Emphasise Your Analytical Mindset
Prepare to talk about your analytical approach to service improvements and automation opportunities. Share examples of how you've identified issues, implemented solutions, and measured the impact of those changes on service delivery.
✨Familiarise Yourself with Azure and DevOps
Since the role involves working with Azure technologies and a DevOps environment, brush up on your knowledge of these areas. Be ready to discuss any hands-on experience you have with Azure services, automation tools, and how you've applied Agile methodologies in your work.
