Senior Service Delivery Manager

Job content

What’s the challenge?

As a Senior Service Delivery Manager for Compare the Market, you will be a truly inspirational leader who is forward thinking and able to analyse data, seeking out trends to improve the way we do things. By applying a principle of ’value first’ as part of a regular review cycle you will ensure our processes are meeting and continue to meet the business needs.

Leading the Service Delivery team, you will play a vital role in managing and shaping service management processes to ensure that we always provide a first-class service to our customers. Whether you’re educating the business on these processes, running an incident, managing access to our systems, building and managing key relationships with our internal teams and senior stakeholders or coordinating a Business Continuity test, you will add value through your experience in Service Management in an Agile environment.

What will it take to be successful as a Senior Service Delivery Manager?

• Own and deliver a Service Management Strategy and roadmap to support wider organizational objectives
  
  

• Develop and deliver a roadmap of continuous improvement of our operational processes and practices to improve their overall maturity through active collaboration with stakeholders and leveraging automation.
  
  

• Develop and govern of all Service Management practices & policies across the organization, ensuring they are in line with relevant policies, processes and standards.
  
  

• Ensure full adoption and understanding of processes across the organization and associated 3rdparties.
  
  

• Ensure processes and practices are developed in a collaborative manner and deliver value.
  
  

• Establish and report metrics and KPIs to measure performance, enable decision making, drive accountability and drive improvement of customer outcomes.
  
  

• Define operational priorities and drive best practices and operational excellence through our Immune System.
  
  

• Embed Service Management principles into the Service Delivery function
  
  

• Ensure Risks and controls are managed in line with the organisation’s Risk Management Framework.
  
  

• Contribute to the overall Platform & Operations strategy
  
  

Essential Skills

• Extensive experience in Service Management and IT Operations
  
  

• Excellent stakeholder management skills -negotiating and influencing comms skills.
  
  

• Good understanding of technical concepts related to the role
  
  

• Strong experience in people management
  
  

• Experience in a fast-paced distributed digital environment
  
  

• Strong experience working with service management frameworks such as ITIL v4.
  
  

• Passionate about great customer outcomes
  
  

Desirable Skills

• Relevant degree, and/or ITIL Certification is highly desirable.
  
  

• Experience of organizational wide process implementation
  
  

• Experience of improving process maturity through automation
  
  

Why choose us?

You might already know us - we’re the ones with the Meerkats! Compare the Market has helped revolutionise the insurance market and we have been growing rapidly since starting in 2006.

We are on a mission to transform the comparison industry, moving beyond endless forms and generic search results, to a highly personalised, service-led experience. In order to do so, we recognise that we need to consistently deliver seamless, personalised customer experiences through a connected data and technology ecosystem.

Diversity and Inclusion

We’re a diverse community of dedicated, innovative and talented professionals. With an inclusive and open workplace, we encourage our people to create and share ideas - supporting their growth and celebrating their uniqueness.

Flexible working

We understand the importance of achieving a healthy lifestyle balance, whether it’s working remotely or flexibly we have an environment where people are empowered to embrace flexible working in a way that works for them and for the business.

’We are committed to offering equal chances to you throughout the application process, so if you require any special adjustments to be made, please let us know. We will work with you to make any appropriate arrangements.’