Overview
Service Delivery Manager – Product – Milton Keynes
About MIB
At MIB our people are passionate about making roads safer by getting uninsured and hit-and-run drivers off our roads. Working in partnership with the Police, Insurers and Government our collective aim is to make it a thing of the past but, until that’s accomplished, we’re here to compensate victims quickly, fairly and compassionately.
Last year we helped more than 34,000 people struck by uninsured and hit-and-run drivers and paid over £400 million in compensation to support victims rebuild their lives.
About the role
Drive service excellence at the heart of MIB – lead the delivery of our products and services, ensure they run smoothly and meet customer needs, and champion continuous improvement to help us end uninsured driving for good.
Key Responsibilities
- Manage the daily delivery of MIB products and services, ensuring seamless deployment of changes into the live environment with a continuous improvement mindset.
- Lead a skilled operational team, guiding them in the delivery of change, in the resolution of complex issues, queries and complaints across a range of specialised areas
- Track KPIs and SLAs, proactively identifying issues and implementing corrective actions to maintain high service standards.
- Ensure services are delivered within agreed budgets and resource allocations
- Build and maintain strong relationships with key internal and external stakeholders, suppliers, and partners
- Work closely with finance, audit, and other internal teams to align service delivery with customer needs and strategic goals
- Own service-specific operational risks, identifying, reporting and managing/mitigation
- Ensure compliance with all relevant regulatory, legal, data protection (including GDPR), and governance frameworks, including the development and management of first-line assurance activities
- Manage supplier, partner, and third-party agreements in collaboration with Legal and Procurement teams
- Support the delivery of MIB strategic goals where relevant
Skills and Experience
- Experience in product management or service delivery roles, with exposure to multiple products with complex and diverse stakeholders
- Proven experience across the full service lifecycle
- Strong understanding of governance frameworks, including audit and first-line assurance
- Demonstrated ability to lead and develop high-performing teams
- Strong stakeholder relationship management and communication skills
- Significant planning, prioritisation and time management capability
- Experience delivering SLAs for critical services
- Creative problem-solving skills and a proactive mindset
- Clear and concise written and verbal communication
- Innovative thinker – able to use all available resources to get to the right result
Job Title: Service Delivery Manager – Product
Salary: £60,000 – £65,000
Grade: 12
Working Hours: 35
Working Pattern: Monday – Friday
Office Location: Milton Keynes
Job Type: Permanent
IT kit supplied to you
£320 (before tax) start up allowance
Hybrid working (2 days in the office per week) from our Milton Keynes office, MK14
Other Benefits include:
Contributory Group Stakeholder Personal pension scheme
Life Assurance
Employee Incentive Scheme
25 days holiday (plus public holidays)
Holiday purchase scheme
Sports and Social Club
24/7 Employee Assistance Programme
Free access to online tools to support mental and physical health
Enhanced maternity, paternity and adoption leave
1 volunteer day each year and charity matched funding scheme
We believe in a workplace where everyone can be themselves. Through our different ideas, personalities and experiences, we redefine what is possible every day. And regardless of your colour, age, race, gender, sexual orientation or anything else you consider yourself to be, there is a place for you at MIB. A place where you can bring your best self to work every day.
So, if you think big, love a challenge and want to make a difference to people’s lives, we want to hear from you.
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
