Service Delivery Manager - Insurance

DXC Technology Inc.; Montreal; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading company in the insurance sector is seeking a Service Delivery Manager to ensure outstanding service delivery. The role involves consulting with clients, optimizing service teams, and implementing best practices. The ideal candidate will have strong leadership skills and experience in service management frameworks. The company offers competitive compensation, a comprehensive benefits package, and opportunities for continuous learning and development.

Benefits

Competitive Compensation & Pension Scheme

Comprehensive Benefits Package

Continuous Learning & Development

Lifestyle Perks

Qualifications

• Experience in a Client Service Manager role.
• Strong knowledge of DXC Insurance products preferred.
• Insurance industry experience preferred.

Responsibilities

• Lead staffing, budgeting, and operations for client service teams.
• Develop and implement service management strategies.
• Ensure services exceed SLAs and resolve issues effectively.

Skills

Leadership

Communication

Analytical

Problem Solving

Education

Bachelor’s degree

Tools

ITIL

Job description

Job Description:

DXC’sInsurance Software and BPSbusiness 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.

Service Delivery Manager – Drive Excellence in Service Delivery!

Are you a dynamic leader with a passion for client satisfaction? Join our team as a Service Delivery 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, developing solutions to client problems, as well as assessing the needs and developing methodologies to ensure account service teams are adequately trained and performing at optimal levels.
• Implement Service management best practices.
• 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
• Worldwide
• C&S and Broking

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.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf.More information on employment scams is availablehere.