Service Delivery Lead

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Chaucer is a leading insurance group at Lloyd’s, the world's specialist insurance market. We help protect industries around the world from the risks they face. Our customers include major airlines, energy companies, shipping groups, global manufacturers and property groups.

Our headquarters are in London, and we have international offices in Copenhagen, Miami, Dubai and Singapore to be closer to our clients across the world. To learn more about us please visit our website

The role reports into the Head of Service Management and will be responsible for overseeing the Service Delivery team within the Chaucer Technology Group (CTG). This role leads a key team as part of the evolution of the operating model and is instrumental in modernising the ways of working.

This role requires a strategic thinker with a Service Delivery background and proven management skills. It has overall responsibility for the Service Delivery vision and roadmaps that support and advance the company’s business objectives. It also involves leading and mentoring a team of a Change Manager and Incident Manager, and collaborating with cross‑functional teams such as Product Management, Engineering, Architecture, and Quality & Technical Assurance within a matrix IT organisation.

They will lead Service Delivery resources (internal and 3rd party) across two Service Delivery teams, ensuring that business and technology requirements are both delivered and are aligned.

• Oversee the day‑to‑day service delivery operations, ensuring all services are delivered in a timely and high‑quality manner, aligning with the company’s broader business goals.
• Act as the primary point of contact for service‑related matters, managing user expectations and ensuring ongoing satisfaction. Conduct regular service reviews with users to report on performance, identify areas for improvement, and build strong partnerships.
• Lead, mentor, and motivate the service delivery team. Responsible for managing team performance and fostering a culture of continuous improvement.
• Identify risks associated with new tools, processes and ways of working and establish procedures to mitigate those risks.
• Identify opportunities to improve and optimise service delivery workflows and implement best practices, including leveraging frameworks like ITIL.
• Track service metrics and KPIs, using data to monitor performance, address weaknesses, and refine services.
• Act as the escalation point for major service issues, coordinating with internal teams and third‑party vendors to ensure swift and effective resolution.
• Being an active member of the Service Management management team.

• Demonstrates a high level of self‑awareness through a commitment to continuous personal improvement and learning.
• Demonstrates high personal resilience and ability to adapt to change.
• Builds effective teams, coaches and mentors people.
• Translates organisational vision through effective goal setting and strategic planning. Able to think creatively and innovatively.
• Understanding of the way the business works and displays knowledge of the external marketplace, to drive the business forward.
• Striving to build key relationships and showing ownership of targets; focusing on results.
• Deliver the Service Delivery strategy in alignment with the company’s overall objectives.
• Provide visionary management to the Service Delivery team.
• Create and maintain a culture of Service Delivery excellence in the company.
• Ensure that the team is working efficiently and effectively, bringing an Agile mindset, adapting to changing circumstances while working within the organisational constraints of budget, resource whilst adhering to quality standards.
• Motivate the team to deliver the best services possible, and take responsibility for the teams’ actions and decisions.
• Set clear goals, foster a culture of ownership and collaboration, and provide opportunities for continuous professional development.

• Oversee Service Delivery planning and execution of…