Service Delivery Manager

We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses. We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management. Our global team of more than 8,000 professionals operate across ten countries, including the UK & the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients. The Regional IT Service Delivery Manager (R ITSDM) is responsible for ensuring stable, reliable, and customer-centric IT services across the region. This role bridges global IT strategy with local business execution, ensuring consistent, efficient service delivery aligned to regional business priorities. The role plays a critical part in maintaining operational continuity, enhancing user experience, and enabling successful delivery and adoption of change initiatives. Service Delivery & Operations Own and oversee end-to-end IT service delivery across all regional sites. Ensure high availability, performance, and reliability of IT services. Act as the regional escalation point for major incidents, ensuring effective communication and rapid resolution. Manage regional service operations through defined processes, shared tooling, and agreed SLAs/OLAs. Stakeholder Management & Engagement Act as the primary interface between global service owners, local IT teams, and regional business leadership. Build strong partnerships with business leaders, site managers, and country IT teams. Facilitate regular service reviews, performance reporting, and feedback sessions. Translate business feedback and operational pain points into actionable service improvement initiatives. Communicate risks, impacts, and service updates proactively across stakeholders. Service Governance & Continuous Improvement Ensure adherence to ITIL-aligned processes and global IT standards. Drive structured Continuous Service Improvement (CSI) initiatives and quarterly Service Improvement Plans (SIPs). Monitor service performance using dashboards and reporting frameworks. Lead monthly operational and service review meetings. Incident, Problem & Change Management Reduce major incidents and improve SLA Performance achievement. Drive proactive problem management to eliminate recurring issues. Ensure high change success rates and minimize emergency changes. Support smooth coordination of maintenance activities and releases. Service Transition & Project Support Ensure effective transition of new services, projects, acquisitions, and technology deployments into Business as Usual (BAU). Partner with project teams to ensure operational readiness and service acceptance criteria are met. Vendor & Supplier Management Manage regional vendor relationships and performance. Ensure vendors meet contractual SLA obligations. Lead structured vendor governance, performance reviews, and escalations. Capacity Planning & Compliance Support capacity and demand planning to meet regional business needs. Ensure compliance with regional regulations, including data residency, labour laws, and audit requirements. Risk & Compliance Management: Ensure adherence to IT governance, compliance, and security policies. Manage service-related risks and escalate where appropriate. Drive initiatives to improve audit readiness and regulatory compliance. Experience and Education Proven experience (typically 5+ years) in IT Service Delivery roles Demonstrable experience managing regional or multi-site IT environments. Experience working within global / matrixed organisations. Strong background in ITIL-based service management frameworks. Experience in vendor and supplier management. Track record of delivering measurable service improvements (e.g., SLA, CSAT, MTTR). Experience in large-scale transformation or service transition programmes. Exposure to regulated industries or compliance-heavy environments. Experience supporting 24×7 operational models. Strong understanding of ITIL processes (Incident, Problem, Change, Service Level). Knowledge of core IT services (EUC, Networks, Cloud, Applications). Understanding of service metrics (SLA, XLA, KPIs) and reporting. Awareness of governance, risk, and compliance requirements. Awareness of AI and automation and their use in improving service delivery and user experience. Strong attention to detail with the ability to produce high-quality, professional deliverables, with clear and effective written and verbal communication skills Essential RequirementsAbility to operate effectively in a regional and global environment. Willingness to participate in on-call escalation for major incidents. Ability to travel regionally as required. Strong customer focus with a commitment to continuous improvement. Experience driving service governance and performance frameworks. Tagged as: mid-level

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...