Service Delivery Manager – EUT

Role Overview

• Drive the maturation of EUT services into stable, well-governed BAU services
• Use service data, trends, and operational insight to proactively improve reliability and user experience
• Identify opportunities to reduce manual effort through automation, self-service, and platform optimisation
• Embed ITSM best practices (incident, problem, change) consistently across delivery
• Provide technical expertise for complex incidents, problems, and escalations across EUT services
• Lead root cause analysis and implement permanent fixes for recurring issues
• Oversee and govern endpoint and platform services (e.g. Microsoft 365, Intune, device management, identity integrations), ensuring service performance, standards, and alignment across delivery teams
• Act as the technical escalation point bridging service operations and engineering teams
• Contribute directly to build standards, configurations, and service improvements
• Lead or coordinate EUT-related incidents and major incidents as the primary escalation point
• Provide both operational leadership and hands-on technical involvement where required
• Ensure timely stakeholder communication and structured incident management
• Own post-incident reviews, root cause analysis, and remediation actions
• Own the onboarding of new or materially changed services into BAU operations
• Ensure documentation, monitoring, SLAs, support models, and runbooks are in place
• Support early life activities to stabilise services post go-live
• Deliver and support automation solutions (e.g. scripting, PowerShell, workflows)
• Create and maintain high-quality documentation including runbooks, SOPs, and knowledge articles
• Improve knowledge sharing and reduce reliance on individuals through structured documentation
• Produce clear service reporting across performance, incidents, risks, and improvement actions
• Present service insights in a format suitable for senior stakeholders
• Build strong relationships across Technology, Security, and business stakeholders

Requirements

• Proven experience in IT Service Delivery within End User Technology / Digital Workplace Technologies
• Strong hands-on technical capability at Level 3 (endpoint management, M365, device platforms)
• Experience supporting and resolving complex technical escalations
• Solid understanding of ITSM practices (incident, problem, change) and process maturity
• Strong documentation, process definition, and service standardisation skills
• Experience with automation or scripting (e.g. PowerShell)
• Comfortable working in regulated, audit-aware environments
• Confident communicator with the ability to engage both technical teams and senior stakeholders

Tech Stack

• ITSM

Benefits

**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.