Service Delivery Manager

AXA UK; Low Bolton; Hybrid; GBP 44,000 - 63,000; Full time

Job summary

AXA UK is seeking a Service Delivery Manager to enhance customer support for IT services across strategic business units. The role involves managing expectations around service delivery, strengthening stakeholder relationships, and requiring strong ITIL knowledge. Flexible working arrangements are available, with competitive remuneration and benefits.

Benefits

Annual company & performance-based bonus

Contributory pension scheme (up to 12% employer contributions)

Life Assurance (up to 10 x annual salary)

Private health cover

28 days annual leave plus Bank Holidays

Opportunities to buy or sell additional leave days

Wellbeing services & resources

AXA employee discounts

Qualifications

• Experience in IT Delivery management in a complex, multi-supplier environment.
• Excellent relationship development and management skills.
• Knowledge of SIAM and IT applications.

Responsibilities

• Manage executive business relations and customer perceptions of IT services.
• Oversee operational IT services and ensure they meet service levels.
• Conduct formal service reporting and service reviews.

Skills

Relationship development

Negotiation

Conflict management

ITIL Service Chain understanding

Education

ITIL Service Management Certificate

Job description

Description

We have a new opportunity for a Service Delivery Manager to join us!

Reporting into the Head of Service Delivery, you’ll provide customer support for operational end to end IT services to a large or specific set of strategic business Units within the AXA UK operating companies by establishing key business service level agreements and managing customer expectations and perceptions to deliver customer satisfaction.

If you have an IT background and experience managing multiple stakeholders or client relationships, we’d love to hear from you!

At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least 40% of your week away from home, moving to the majority of your working week from September 2025. Away from home means either attendance at one of our office locations, visiting clients or attending industry events. We’re also happy to consider flexible working arrangements, which you can discuss with Talent Acquisition.

What you'll be doing:

• Supporting the IT Head of Retail Service Delivery in managing executive business relations by managing customer perceptions and expectations of IT service and operations
• Establishing and maintaining good relationships with managers and IT users
• Ensuring business impact is considered in Service Level Agreements and IT Service Continuity Plans
• Overseeing the day-to-day operational IT services provided, ensuring they deliver the service levels required by their customers
• Supporting the problem management process and ensure the interests of the customer and business are appropriately represented
• Undertaking formal service reporting and service reviews with business customers against these service levels undertake formal service reporting and service reviews with business customers against these service levels
• Managing communications for major incidents, escalations and problem management actions for all IT services in the production environments
• Establishing and delivering an improvement plan to restore high customer satisfaction where customer satisfaction is low

Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we’re able to effectively manage interest. Therefore, if you’re interested in joining us at AXA, please don’t hesitate to apply.

What you’ll bring:

• Experience of working in IT Delivery management in a complex, multi-supplier environment
• Excellent relationship development and management skills
• Understanding of ITIL Service Chain and Incident, Problem and Change processes
• Negotiation and conflict management skills
• Knowledge of SIAM, BS15000 Customer Relationship Management and IT applications and infrastructure
• Exposure to budget management is desirable
• ITIL Service Management Certificate Qualified (or equivalent)

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

What we offer:

At AXA UK, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:

• Competitive annual salary of £44,100 - £63,000 dependent on experience
• Annual company & performance-based bonus
• Contributory pension scheme (up to 12% employer contributions)
• Life Assurance (up to 10 x annual salary)
• Private health cover
• 28 days annual leave plus Bank Holidays
• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave
• Wellbeing services & resources
• AXA employee discounts

To apply, click on the ‘apply for this job’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long-term condition or disability and require adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to [e-mail].

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Who we are:

AXA UK Support Functions power AXA’s three customer-facing business units, providing the infrastructure, support and expertise to ensure our customers can always count on us. Whether you’ve got heaps of experience and qualifications behind you, or you’re just starting out, we’ll give you the support and opportunities to help you grow and develop with confidence.