Principal Service Delivery Manager in Bromley

As a global market leader, iPipeline combines technology, innovation, and expertise to deliver ground‑breaking, award‑winning software solutions that transform the life insurance, financial services, and protection industries. With one of the industry’s largest data sets, we help advisors and agents transform paper and manual operations into a secure, seamless digital experience – from proposal to commission – so they can help better secure the financial futures of their clients. At iPipeline, you’ll play a major role in helping us provide best‑in‑class, transformative solutions. We’re passionate, creative, and innovative, and together as a team we continually strive to advance, accelerate, and expand the reach of our technology. We value different perspectives and are committed to creating an environment that embraces diverse backgrounds and fosters inclusion.

This is an office‑based position.

Responsibilities

• Oversee end‑to‑end service delivery and ensure alignment with customer needs.
• Define and manage SLAs to maintain high service standards.
• Monitor and report on service performance, addressing deviations proactively.
• Build and maintain strong relationships with internal and external stakeholders.
• Allocate resources efficiently to support service delivery, including people, tools, and technology.
• Collaborate with stakeholder teams to resolve incidents and problems promptly.
• Implement and manage change control processes with minimal disruption to services.
• Drive continuous improvement in service delivery processes and tools.
• Mitigate risks and develop contingency plans for potential service disruptions.
• Communicate effectively across teams and stakeholders to ensure service transparency and alignment.
• Provide regular performance reports and KPIs to leadership.
• Manage budgets in partnership with finance teams to ensure cost‑effective service delivery.
• Mentor and support the development of less experienced team members.

Qualifications

• Degree qualified (or equivalent) in a relevant field.
• Significant relevant service delivery or related experience.
• Recognized as a subject‑matter expert with deep knowledge of software service management.
• Proven ability to lead strategic projects and make independent, high‑impact decisions.
• Strong understanding of ITIL, SLAs, change management, and risk mitigation.
• Excellent communication, leadership, and problem‑solving skills.
• Ability to operate independently with no supervision.
• Proven leadership of high‑impact, complex initiatives.
• Driven and innovative, setting best practices within the discipline.
• Able to anticipate challenges and develop strategic solutions.
• Trusted advisor and mentor within the organization.

Benefits

• We offer a competitive compensation and benefits package, opportunities for career growth, a pension plan with company‑matched contributions, generous time off and flexible work/life balance, an employee wellness program, and an awards and recognition program – all in a creative, fast‑growing, and innovative company.