IBU
Service Manager
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Role Title: Service Manager / Domain Expert
Location: London
Industry: Insurance
Minimum years of experience: 10+ years
Job Description:
The Service Manager / Domain Expert is responsible for ensuring the effective delivery, governance, and continuous improvement of services within their designated domain. This role acts as the bridge between business stakeholders, operations teams, technology teams, and service providers to ensure service excellence, operational efficiency, compliance, and customer satisfaction.
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Key Responsibilities
Service Delivery Management:
- Own end-to-end service delivery within the assigned domain.
- Ensure services are delivered in accordance with agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Monitor operational performance and service quality metrics.
Domain Expertise & Governance:
- Support business transformation and change initiatives.
- Identify risks and develop mitigation strategies.
- Ensure compliance with organizational policies, regulatory requirements, and industry standards.
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Stakeholder Management:
- Act as primary point of contact for domain-related service concerns.
- Build strong relationships with business leaders, customers, vendors, and cross-functional teams.
- Communicate service performance, risks, and improvement plans to stakeholders.
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