Service Delivery Manager

About the role

Converge Insurance is looking for a Service Delivery Manager to act as the cross‑departmental delivery lead for critical integration projects and internal initiatives. The role will be a shared resource across Technology, Operations, Product, Finance and Customer‑facing teams, with an immediate focus on integrating the Unity platform with an Australian carrier partner.

Key responsibilities

• Own the full delivery lifecycle of the Unity‑carrier integration, from discovery through build, testing, deployment, hyper‑care and hand‑over to operations.
• Coordinate internal technical teams (engineering, API, QA, infrastructure, security) and partner counterparts, ensuring alignment on specifications, data flows and regulatory compliance.
• Lead cross‑functional internal projects, translating business objectives into clear delivery plans, managing dependencies, conflicts and resource constraints.
• Establish delivery governance (steering committees, RAID logs, change control) and monitor service performance against KPIs and SLAs.
• Manage stakeholder and partner relationships, communicate status to executives, and track project budgets, forecasts and actuals.

Required profile

• Bachelor’s degree in Business Administration, IT, Engineering or related field, or equivalent experience.
• 5+ years of experience in service delivery, IT project/program management or technical delivery, with a proven record of platform integration projects.
• Demonstrated ability to lead cross‑functional initiatives in a matrix environment without direct authority.

Required skills

• APIs (REST/SOAP), EDI, middleware, authentication and data‑mapping concepts.
• Project‑management tools: Jira, Confluence, Smartsheet, MS Project, ServiceNow.
• Delivery methodologies: Agile, Waterfall, hybrid approaches.
• IT service‑management frameworks: ITIL.
• Certifications such as PMP, PRINCE2, Certified ScrumMaster or SAFe (preferred).