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Senior Service Engagement Manager

Req ID:
Information Technology
Bromley; Doncaster; Leeds; Bristol

About us

We are Direct Line Group – home to some of the country's best-known brands including Direct Line, Churchill, Privilege, Greenflag and NIG. Our vision is to create a world where insurance is personal, inclusive, and a force for good, and our purpose is to help people carry on with their lives, giving them peace of mind now and in the future.

To help us deliver on this vision and purpose, we’re in an evolution to be a forward-thinking technology and data company. Following significant build and transformation of core assets- combined with a move to Agile ways of working for segments of our business, the next wave of our maturity brings incremental, fast-paced delivery which is underpinned by a cohesive multi-year tech strategy. We want to have purpose-led technology, in service of sustainable growth, changing market conditions and exponential progress to meet the expectations of our customers.

The role

We are looking to recruit a Service Engagement Manager to lead a team of Service Relationship Managers / Service Delivery Managers who provide the primary interface between our senior business stakeholders and our technology functions.

This is a senior role reporting into our Head of Technology Operations and has a broad remit in enabling colleague productivity through the efficient use of stable and performant technology and enhancing colleague perception through continuously improving the services technology provides to our colleagues and customers.

The purpose of your role will be to lead a team who are passionate about delivering excellent service and continually seeking ways to enhance colleague experience. This can take many forms, through understanding colleague pain points in the use of technology, through to identifying patterns of activity that pinpoint where improvements need to be made.  The role requires deep insight about our business and strategic direction and requires a highly collaborative approach working with a range of stakeholders, from senior leaders in the operational areas of our business through to technology leaders and service owners.

N.B This is a hybrid working opportunity, the majority of your stakeholders will be based in Bromley / Doncaster and so you'll need to be comfortable travelling to these locations as and when required.

Who you'll be working with:

We are delivering a set of ambitious plans to transform our technology for the future, evolving the systems, platforms and infrastructure that our people use day-to-day. You'll join our wider Technology Operations / Service Management team, reporting into our Head of Technology Operations and leading a team of 4 Service Relationship Managers/ Service Delivery Managers.

What you'll be doing:

The role of Service Engagement Manager is a critical and visible role within our business and so we'll look to you for the following and more…

  • Stakeholder Management

You will work with multiple stakeholders from technical colleagues all the way to ExCo and we'll expect you to lead, own and develop relationships with these stakeholders, understanding when and how to challenge. As part of this you'll be a primary contact within Technology Operations, this will include being the escalation point for issues and improvements.

  • Tooling, Processes & Continuous improvement

A necessary part of this will be your contribution to the development of the service relationship management framework ensuring agreed Service architectures and standards are adhered too and needs are met. As well as inputting to our service management processes and tooling, you'll promote and embed these within our end-user community. A continuous improvement mindset is important to ensure innovation and you'll provide us with reports and analysis to guide service performance and identify opportunities for improvement.

  • People Management

You'll have a 'player-manager' mentality and will need to lead, coach and inspire a team of Service Relationship Managers/ Service Delivery Managers. Day to day this will involve supporting your team with escalations and guidance, performance management and resource allocation. Additionally you'll oversee succession planning and talent management, working with individuals on their development and career aspirations to benefit both them and the business, ultimately leading by example to create a high performing team.

What you'll need:

We want to make sure you are set for success, so as well as previous experience in a similar role, we'll be looking for…

  • Experience of working in a comparably sized environment with deep understanding and practical experience of utilising the ITIL framework
  • Technology savvy – we need you to be able to manage customer expectations, escalating and working and communicating with technical teams
  • Practical experience of working in organisations that operate Agile delivery approaches
  • Previous experience of coaching, mentoring and developing others within a high performing team
  • Being comfortable and approachable at all levels – from junior engineers to ExCo
  • We’re open to candidates from any industry but would expect deep understanding of customers and interest in the insurance business and its future direction
  • Strategic thinker who brings strong, confident thought leadership coupled with commercial pragmatism and a healthy sprinkling of Service evangelism

Ways of Working

Here at Direct Line Group, we recognise the importance of flexibility, not only in our personal lives but also in the way we work. Our mixed model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone.

We’ve ditched the daily commute for a virtual first approach. If you do come into the office, there are exciting workspaces and zones you can use, depending on the type of work you are doing.

A level of flexibility is therefore required to ensure you are available as required on our key operational sites for purpose led collaboration with key stakeholders (e.g. Bromley, Doncaster, Bristol and Leeds).

How much you'll be in the office depends on your role, and we'll consider the flexible working options that work best for you. You can find out more about our flexible working approach or please get in touch with the team to discuss.


We recognise we wouldn't be where we are today without our colleagues, that's why we offer excellent benefits designed to suit your lifestyle:

  • 9% employer contributed pension
  • 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
  • Additional optional Health and Dental insurance
  • Up to 20% bonus
  • EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.
  • 30 days holiday
  • Buy as you earn share scheme
  • Employee discounts and cashback
  • Plus many more

Life at Direct Line Group

Direct Line Group is an equal opportunity employer. We value diversity and we're committed to making DLG a truly inclusive place to work.

We recognise and embrace that people work in different ways and we'll always adapt as much as possible so you have the best and most comfortable working environment that we can offer. We know you're more than a CV, and the things that make you, you, can bring real potential to DLG.

If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

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