Service Delivery Manager

AXA UK; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

AXA UK is seeking a proactive Service Delivery Manager to assist in managing outsourced services. This permanent role focuses on service coordination, KPI tracking, and compliance while engaging with key stakeholders to ensure efficient operations. The ideal candidate will have experience in service support management and strong organizational skills to drive service improvements.

Qualifications

• Strong data tracking and reporting abilities in KPI measurement.
• Excellent organizational skills focused on action tracking.
• Experience in service support management.

Responsibilities

• Coordinate service operations and track KPIs.
• Manage action logs and ensure governance compliance.
• Liaise with key stakeholders and support service reviews.

Skills

Service support management

Operations coordination

Data tracking

Stakeholder coordination

Governance compliance

Job description

Service Delivery Manager

Department: IT Operations

Employment Type: Permanent - Full Time

Location: London

Description

We are looking for a proactive Service Support Manager to assist the Service Delivery Owner in managing outsourced services. This role focuses on coordinating service operations, tracking KPIs, managing action logs, ensuring governance compliance, supporting service reviews, and liaising with key stakeholders.

Additionally, the Service Support Manager will gather and assess new role data to determine compliance implications for outsourcing and ensure the Master Services Agreement (MSA) is updated as new roles emerge.

About the role

This role offers the opportunity to support a Service Delivery Owner, ensuring outsourced services operate efficiently. You’ll play a key role in tracking performance, supporting compliance processes, managing stakeholder coordination, and maintaining governance standards to drive service improvements. Additionally, this person will:

• Service Coordination & Stakeholder Engagement
• Performance Monitoring and KPI tracking
• Action Log Management and Issue Resolution
• Supporting Service Reviews & Governance Compliance
• Updating our Master Services Agreement

About you

The ideal candidate for this role will have:

• Experience in service support management, operations coordination, or vendor oversight.
• Strong data tracking and reporting abilities, particularly in KPI measurement.
• Excellent organizational skills, with a focus on action tracking and stakeholder coordination.
• Ability to engage effectively with multiple teams, including HR, Procurement, Finance, and Compliance.
• Familiarity with governance frameworks, outsourcing regulations, and compliance tracking.

Core Values

Love what you do:

We show up each day ready to take on the world. Our passion and intensity set us apart and makes the difference to our colleagues, customers, brokers and carriers.

Challenge everything:

We’re never afraid to question the way that things are done and we constantly challenge ourselves and others to makes things better.

Have fun, be good:

Insurance is a serious business, but we don’t take ourselves too seriously. We make it fun to work at CFC, we welcome all viewpoints, and we treat everyone how we would expect to be treated.