Service Delivery Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Company Description

Verisk Specialty Business Solutions (formerly Sequel Business Solutions), has been a leading industry software specialist for over 25 years, delivering impactful, reliable solutions that provide end-to-end management of all insurance and reinsurance business. As a result, our clients are able to grow and better manage their business through greater efficiency, flexibility, and data governance. With powerful, flexible software and responsive services, we see the way to drive success for the fastest-growing insurance and reinsurance specialists.

Now, as part of the Verisk Analytics family, that legacy is even stronger. Aligning with the world's leading data analytics company extends our ability to help clients overcome the toughest challenges.

Together we deliver a powerful suite of software which provide full end-to-end management of all insurance and reinsurance business. Our clients are able to grow and better manage their business through greater efficiency, flexibility, and data governance.

Job Description

Role Purpose:

We place a premium on meeting our customers' high expectations of our products. Through contracted support services our support team plays a key role in post implementation processes, as well as in the longer-term customer experience.

The Sequel Service Delivery Manager (SDM) interacts with a number of key functions within Sequel that enable the delivery of a high-quality service to Clients. An SDM oversees the delivery of services to Sequel's strategic clients or customers. The SDM monitors activities designed to ensure consistently high service performance and evaluates customer feedback to develop quality improvement processes.

This position is a stakeholder facing role requiring strong relationship building skills and a good level of ability in managing expectations within the business. A key aspect of the role is to drive internal teams to achieve those expectations and to a high standard. The Service Delivery Manager also identifies potential sales opportunities through intimate knowledge of the Client's IT Estate and feeds these back to account managers and sales representatives.

Main Responsibilities:

Service Management

• Client
  • Accountable for the quality of service delivered
  • Point of contact and escalation for Client on Issues which impact/potentially impact service operation or service change
  • Build relationships with external Support teams and end users to ensure effective dialogue between parties
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are followed
  • Create and maintain relationships with stakeholders in the Client Organisation
  • Escalation point for Major Service Incidents
  • Drive internal and Client service review meetings covering performance, service improvements, quality and processes with the aim of protecting and improving the service
  • Assist in prioritising defects, issues and changes for Clients in the Product Roadmap and communicate with Clients on progress
  • Drawing on historical experience, domain and product knowledge help Clients to fully utilise the Sequel Product and drive operational effectiveness
• Internal:
  • Owner of the Incident, Change and Escalation processes ensuring coordination of resolving parties, effective communication to stakeholders and post incident reviews
  • Mentoring, training and supplementing domain, practitioner and Product knowledge within the Support team as required
  • Help ensure Product, Delivery and Support teams are unified in representing Clients interests
  • Advise Clients on the enhancement and utilisation of the Product e.g. Configuration and Workflow, and work with the Product team to combine Clients usage and Product vanilla
  • Validate Client configuration changes and ensure functionality is embedded within the Product vanilla configuration where appropriate
  • Provide Product Line with Client and domain knowledge input into the prioritisation of Client raised Problems and Product Improvements
  • Support the Product Team during analysis and design activities associated with Client raised Problem tickets e.g. validating Client requirements will be met, outcomes acceptable, value added
  • Participate in Sequel Innovation forums
  • Attend Sequel pre-sales meetings / demonstrations to provide Client and domain knowledge on future Client prospects, as required
• Service Transition
  • Champion Service and Support in projects and developing a strong understanding of projects impacting service and ensuring service impact is minimised and agreed Performance and Improvement is attained
  • Creating Service Transition plans tailored to each customer to ensure smooth transition from project to BAU
  • Use Client and domain knowledge to support Clients and Sequel Delivery Teams during upgrade projects in identifying which new product enhancements are likely to provide additional business value so appropriate demonstrations can be arranged
  • Liaise with the Project Managers on Client's & Sequel's delivery projects to ensure that policies, processes and procedures are in place to facilitate a smooth transition to live operation and service impact is minimised and agreed
• Service Reporting
  • Creating Reports to monitor service performance
  • Analysing Trends from Service Reports and driving initiatives from the results
  • Participate in continuous Service Improvement within Sequel Business Solutions

Qualifications

Knowledge and Experience:

Essential

• Experience of working in a software supplier (a vendor or an inhouse IT function) with clear experience in the software delivery and the operations of an IT function
• Able to demonstrate experience and an ability to undertake the above responsibilities
• Experience of managing work across multiple product streams
• Excellent customer service/customer facing skills
• ITIL Qualified to Foundation Level
• Excellent knowledge of ITIL Disciplines
• Excellent written and verbal communication skills
• Ability to deliver regular outcomes (reports, service, etc.) on time and with quality
• Collaborative working with others to ensure results and commitments are achieved

Additional useful skills:

• Industry sector experience
• Spanish speaking
• Some experience of Program/Project Management
• Knowledge of TOGAF principles
• Knowledge of Zendesk
• Experience with Business Intelligence/Reporting
• ITIL practitioner certification

Additional Information

For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.

At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed.

For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work® for outstanding workplace culture in the US, fourth consecutive year in the UK, Spain, and India, and second consecutive year in Poland. We value learning, caring and results and make inclusivity and diversity a top priority. In addition to our Great Place to Work® Certification, we've been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World's Best Employer and Best Employer for Women, testaments to the value we place on workplace culture.

We're 7,000 people strong. We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.

Verisk Businesses

Underwriting Solutions - provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision

Claims Solutions - supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences

Property Estimating Solutions - offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficient

Extreme Event Solutions - provides risk modeling solutions to help individuals, businesses, and society become more resilient to extreme events.

Specialty Business Solutions - provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governance

Marketing Solutions - delivers data and insights to improve the reach, timing, relevance, and compliance of every consumer engagement

Life Insurance Solutions - offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.

Verisk Maplecroft - provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become stronger

Verisk Analytics is an equal opportunity employer.

All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability. Verisk's minimum hiring age is 18 except in countries with a higher age limit subject to applicable law.

https://www.verisk.com/company/careers/

Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

#LI-Hybrid

#LI-WR1

Videos To Watch
https://youtu.be/YH30jlQ1yVo