Digital Service Manager

Lockton; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Lockton is seeking a Digital Service Manager in London to lead onboarding and support for their new digital platforms. This role involves ensuring the successful adoption of tools among clients and brokers while designing effective service management processes. Ideal candidates will have strong backgrounds in client success, digital product onboarding, and possess excellent communication skills.

Qualifications

• Strong background in client-facing service delivery, ideally in digital product or SaaS.
• Experience working in startup or scale-up digital environments.
• Proven ability to onboard users to digital platforms.

Responsibilities

• Own the onboarding process for clients and broker teams.
• Design and implement an ITIL service model.
• Manage incoming issues from brokers and clients.

Skills

Client-facing service delivery

Customer success

Stakeholder management

Service management

ITIL frameworks

Digital product onboarding

Job description

Direct message the job poster from Lockton

Role Purpose:

Lockton is entering an exciting new phase of digital transformation, having launched two major digital platforms successfully and a roadmap ramping up of new products for their internal Brokers and external clients. :

The Service Manager sits within the Digital team and will report directly to the Head of Digital.

As a Digital Service Manager, your mission is to own and evolve the broker and client-facing onboarding and support journey for these digital tools. You will act as the key point of contact for clients, brokers, and internal teams, ensuring successful adoption and use of the platforms while also establishing scalable, lightweight service management processes.

This is a hands-on, client-centric role, perfect for someone who thrives in a fast-moving, startup-like digital team environment.

Key Responsibilities

• Client Onboarding & Success
• Own the onboarding process for clients and broker teams onto Lockton’s digital platforms
• Develop training materials, user guides, and onboarding manuals
• Deliver training sessions and proactive client engagement to ensure adoption
• Service Management & Support
• Design and implement a light-touch ITIL service model aligned with Lockton’s internal ITSM framework
• Manage incoming issues (approx. 40–60/month) from brokers and clients, resolving basic issues (logins/admin) directly
• Triage and assign more complex bugs or feature requests to 3rd party vendors or internal product teams
• Stakeholder Management
• Act as a bridge between users, Lockton ITSM, 3rd-party developers, and the internal product team
• Develop and manage vendor relationships and monitor SLAs and KPIs
• Provide visibility on service performance and improvement initiatives
• Future Team Growth
• As processes mature, contribute to the development and growth of a small digital service team

Ideal Candidate Profile

Experience & Skills

• Strong background in client-facing service delivery or customer success, ideally in a digital product or SaaS environment
• Proven ability to support and onboard users to web portals, apps, or digital platforms
• Experience working in start-up or scale-up digital environments
• Familiar with light ITIL or ITSM frameworks (even if not formally certified)
• Comfortable working hands-on, solo, and flexibly across support and service design
• Experience managing vendors, tickets, and stakeholder expectations
• Experience in insurance, broking, or InsurTech environments

About you

• Excellent communication skills – proactive, confident, and customer-focused
• A true relationship builder with a positive, “can-do” approach
• Entrepreneurial mindset – comfortable with ambiguity and creating structure from scratch

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Insurance

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