Service Delivery Manager

About MIB

At MIB our people are passionate about making roads safer by getting uninsured and hit-and-run drivers off our roads. Working in partnership with the Police, Insurers and Government our collective aim is to make it a thing of the past but, until that’s accomplished, we’re here to compensate victims quickly, fairly and compassionately. Last year we helped more than 34,000 people struck by uninsured and hit-and-run drivers and paid over £400 million in compensation to support victims rebuild their lives.

About the role

To ensure managed service alignment across all client companies, enabling consistent and high-quality service delivery. The role is responsible for ensuring performance is measured across all business areas and client companies, and that services are delivered in line with agreed standards.

Key responsibilities

• To work closely with the client company Board Chairs, Directors and Service Delivery Leads to ensure services are delivered in accordance with associated managed service agreements.
• Be instrumental in supporting the continuous evolution of the client company service delivery product collaborating closely with business areas to ensure seamless integration of changes into the service schedule.
• Drive service improvement initiatives by analysing performance data, identifying trends, and implementing changes that enhance service quality and client company satisfaction.
• Lead regular reviews of services with business areas to assess performance against KPIs and SLAs, identifying gaps and initiating remedial actions where necessary.
• Act as the central point of contact for client company queries related to service performance.
• Collaborate with Service Delivery Leads and business areas to resolve issues efficiently and transparently.
• Prepare and publish regular performance outputs including KPIs and survey outcomes to ensure transparency and accountability.
• Regularly review the services schedule in the Master Services Agreement (MSA) to ensure alignment with the services being provided.
• Ensure consistent service delivery across all client companies, working closely with business areas to align operational practices and expectations.
• Regularly review and refine KPIs to ensure they remain relevant and effective in measuring service performance across all business areas and client companies.
• To support and deputise for Head of Client Company Services as required.
• Provide seamless coverage and support for Service Delivery leads, ensuring continuity of operations during their absences.
• Build and maintain strong relationships with internal stakeholders and client company representatives to support continuous service improvement.
• Own service-specific operational risks, ensuring they are identified, reported, and mitigated.
• Ensure compliance with regulatory, data protection, and governance frameworks.
• When client companies require additional services, manage the call-off contract process to scope and qualify the service required, including estimating the effort and cost.

Skills and Experience

• Minimum 2 years in service delivery role
• Experience in contract management or commercial operations
• Skills in data analysis and reporting
• Previous experience in a regulated industry is desirable
• UK Insurance industry experience would be beneficial
• Exceptional stakeholder relationship management and communication skills
• Significant planning, prioritisation and time management capability
• Exposure to risk management and compliance frameworks
• Ability to think creatively to achieve the best outcome
• Concise and accurate written and verbal communication skills
• An innovative thinker who uses available resources to achieve the right result

Working Hours: 35

Working Pattern: Monday to Friday, 9:00am to 5:00pm

Office Location: Milton Keynes

Job Type: 12 months FTC

IT kit supplied to you £320 (before tax) start up allowance

Hybrid working (2 days in the office per week)

Other Benefits include:

• Contributory Group Stakeholder Personal pension scheme
• Life Assurance
• Employee Incentive Scheme
• Sports and Social Club
• 24/7 Employee Assistance Programme
• Free access to online tools to support mental and physical health
• Enhanced maternity, paternity and adoption leave
• 1 volunteer day each year and charity matched funding scheme

We believe in a workplace where everyone can be themselves. Through our different ideas, personalities and experiences, we redefine what is possible every day. And regardless of your colour, age, race, gender, sexual orientation or anything else you consider yourself to be, there is a place for you at MIB. A place where you can bring your best self to work every day. So, if you think big, love a challenge and want to make a difference to people’s lives, we want to hear from you.

We aim to keep this advert open until the closing date, but on occasion we may close it early if application numbers are high.