Looking for your next move?

Service Delivery Manager

Team: Engineering

Reporting to: Chief Technology Officer

Salary: Guide £40k-60k Negotiable depending on experience.

Location: Fully remote (Must be UK based and right to work in UK)

Hours: Full-time 37.5 per week

As an exciting new brand in the world of ‘Insurtech’, Peppercorn is seeking a talented and innovative individual to join us as a Service Delivery Manager.

About the role

This is an outstanding opportunity in the highly desired sectors of Financial Services/Insurance and AI. As a growing, fast-moving insurtech, you’ll also experience working in an environment that exposes you to technology, data and situations you may not normally have the opportunity to.

We’re looking for a Service Delivery Manager to join our growing team. You’ll be responsible for the overarching strategies and day-to-day management of operational relationships with suppliers and internal stakeholders. You’ll ensure exceptional service and delivery for all our customer types.

Overview of responsibilities

• Manage Peppercorn’s internal support. You’ll ensure queries and small changes are handled in a timely and efficient manner.

• Manage incident management activity. You’ll coordinate with the Engineering Team to swiftly and effectively resolve issues.

• Manage defect triage activity. Responsible for the strategy and delivery of the defect prioritisation process.

• Manage releases. Coordinating with the engineering team to ensure releases are rolled out smoothly and with minimal disruption to BAU services. You’ll also ensure key stakeholders are appropriately informed of the latest release updates.

• Platform monitoring and management of service degradation. This includes identifying issues and working with the Engineering Team and wider stakeholders to resolve them before they impact service.

• Business Continuity Planning (BCP). You’ll ensure a robust BCP strategy is implemented, from a technology perspective. You’ll be responsible for making sure all stakeholders are prepared and actions are in place to minimise disruptions.

• Disaster Recovery planning. Responsible for implementing a disaster recovery strategy, and the regular testing of this strategy to allow disruptions and arranging a regular testing strategy.

• PEN Testing and Cyber. Responsible for the strategy to maintain our secure platform and avoid vulnerabilities.

• Peppercorn License and Access Management. Responsible for making sure licences and access is managed in a timely and efficient manner.

• Due Diligence reviews. Responsible for ensuring new insurance partners meet Peppercorn's standards for quality and reliability.

• B2B service delivery. Responsible for the strategy and delivery of our business-to-business support. Ensuring Peppercorn is ready to support an additional, separate, B2B function.

About You

To be able to do well in this role, we expect that you’ll be able to demonstrate:

• Experience creating, implementing and managing change initiatives to improve service delivery processes and procedures, whilst protecting live service.

• Experience creating service delivery-related strategies and delivering and implementing these effectively by engaging the relevant stakeholders.

• Experience in creating strong and productive relationships with third-party providers.

• Experience in resource utilisation measurement and future needs planning.

• Experience in operating within a cloud-based environment.

• A strong understanding of ITIL (Information Technology Infrastructure Library), escalation procedures, incident management or other service management frameworks to ensure service delivery aligns with industry best practices.

• Ability to work autonomously and collaboratively as the work dictates. You’ll build relationships across the business creating a trusting and productive working environment.

• Ability to analyse performance data and trends to allow you to implement fixes or improvements to service delivery or operational efficiency.

• Strong problem-solving skills and attention to detail.

• Excellent communication skills, where you’re able to adapt your messaging depending on the audience. You’ll be able to articulate effectively any recommendations, concerns or challenges to existing ways of working.

• An openness to receiving feedback on your performance, approach and development and use this to support your continuous professional development.

About the team you’ll join

To complement our empowered culture, the team will actively look to share best practices, coach and mentor you to help in your personal development. You’ll be able to draw on their many years of development, through multiple development languages and delivery methods.

The team you'll be working with believes in the benefits of working in smaller, highly skilled groups who inspire and learn from each other.

They prioritise automation wherever possible, and encourage team members to take ownership and accountability for their work.

We pride ourselves on open communication and collaboration to achieve goals. Get ready to join a team that values efficiency, innovation, and autonomy.

Outstanding benefits package

• Salary: £40K-60K per annum based on 37.5 hours per week. We welcome conversations with applicants on salary as we’ll negotiate based on demonstrable experience.

• Flexible holidays: 30 days + bank holidays (which don’t have to be taken on the bank holidays) + your birthday off. 

• Location: Fully remote with flexible working hours option. We arrange away days throughout the year when the whole Peppercorn team meets up - We pay for your travel and any overnight stays.  

• Pension: Supplementary pension contributions

• Physical and mental well-being support: An extensive package including PMI, 24/7 Health Support, Health Cash Plan, an annual health assessment and more

• Death in service cover: 4 times the annual salary paid to your nominated beneficiary

• Home office support: Make your home your office with our home office package + we use Apple laptops as our ‘go-to’ kit.

About Peppercorn

We’re empowering customers by using the latest artificial intelligence (AI) technology, we’ve built and launched a fully interactive, digital and conversationally-based experience.

At the heart of the experience is Peppercorn’s supercharged AI Digital Assistant. The Assistant is available at every stage of the customer journey from buying to renewing. On-hand 24/7, it helps customers manage their policy and keep up to date with how their claim is getting on - no waiting, no queues! 

A culture focused on empowerment - ‘The Peppercorn Way’

At Peppercorn, we work with a ‘better together’ approach that encourages valuable collaboration whilst still empowering the person to work autonomously to make things happen. 

We’ve deliberately set out to do things differently. We choose to avoid expensive traditional headquarters so no time-wasting, polluting commutes. We’re already seeing the benefits of a healthy work/life balance from home working. 

The well-being of our Peppercorn family is essential. We’ve worked hard from day 1 to make sure that remote working still promotes a healthy team culture by staying in contact and using the latest tech and working systems that allow for maximum inclusion and clarity.

We strive to be a creative, high-performing team that reflects our customer base's diversity. We actively encourage applicants from all backgrounds and areas of work experience to do this. Our firm belief is that diversity of thought shapes better business decisions and builds a more inclusive working environment. 

Our values

• Keep improving - “I’m encouraged to build on successes, and learn from failures”

• Make it happen - “I’m trusted to make decisions in a no-blame environment”

• Better together - “I’m part of a great team that supports me”

• Reach for the stars - “I’m given the freedom to be ambitious and the best I can be”.