Senior Service Delivery Manager

Who we are:

Apollo is a specialised independent (re)insurer, established in 2009, to deliver top-tier products and services to clients, brokers, and capital partners at Lloyd’s. The name "Apollo" was inspired by the achievements of one of its founding investors, Neil Armstrong, the first person to walk on the moon in 1969. Together with Jim Hays, Neil identified an opportunity to create a unique service provider within Lloyd’s.

Since its inception, Apollo has significantly broadened its portfolio of insurance solutions. This includes Apollo 1969’s traditional and specialty lines, ibott 1971’s innovative sharing economy products, and managing agency services at Lloyd’s through our Platform Partner Syndicates. Today, Apollo continues to grow with team of over 280 professionals dedicated to fulfilling the company’s mission of enabling a resilient and sustainable world.

“We attract and retain a diverse range of talent by fostering an inclusive, equitable team environment where individuals from all backgrounds have opportunities to grow, succeed, and contribute. We empower our teams to achieve excellence and drive forward-thinking solutions, aiming to enable a resilient and sustainable world.” - David Ibeson, Group CEO

Your Role:

This is an exciting opportunity to join Apollo as we continue to reshape how technology and digital services support the insurance industry. As Senior Service Delivery Manager, you will play a pivotal role in shaping our approach, ensuring operational excellence, and helping us disrupt traditional models across the sector.

You will act as the key link between business stakeholders and technical teams, overseeing standards of delivery while driving innovation and continuous improvement. This role combines both strategic oversight and practical leadership, offering the chance to make a lasting impact within a growing and ambitious business.

What You’ll Do:

• Oversee service delivery across Apollo’s operations, ensuring performance meets SLAs, KPIs, and compliance requirements.
• Serve as the main contact for stakeholders, maintaining strong relationships with business units, brokers, underwriters, and external partners.
• Monitor performance, manage incident resolution, and provide regular reporting to senior management.
• Identify and implement process improvements, making best use of automation and new technologies.
• Ensure governance and compliance across all activities.
• Lead and mentor service delivery teams, building capability and fostering a culture of accountability and customer-first service

What We Are Looking For:

• Proven experience managing service delivery in insurance, financial services, or other regulated industries.
• Excellent stakeholder engagement and relationship-building skills.
• Awareness of emerging technologies and automation tools relevant to service delivery.
• Strong analytical and problem-solving abilities, with experience producing insightful performance reporting.
• Confident communicator with effective negotiation and influencing skills.
• Track record of leading teams and supporting professional growth.
• ITIL certification (or equivalent) desirable, with practical experience applying frameworks.

What you will get in return:

Our compensation package is designed to attract top talent. In addition to a fair and attractive salary, this role offers a discretionary bonus and a comprehensive range of benefits, including 31 days of annual leave, a non-contributory pension and private medical insurance.

Our Commitment to Inclusion:

Apollo is a growing and diverse team of empowered and passionate experts who focus on bringing innovation, data driven decision making and collaboration to every relationship and every risk. To meet the needs of a demanding global insurance market, we need a diverse workforce that truly understands the international communities we serve.

That is why we're focused on developing diverse talent at every level; inclusion and diversity means more to us than just chasing a target and we are committed to supporting and celebrating difference. Our people are at the heart of our business which is why we value the diversity of thought and talent of every member of our team.

We offer a range of support and run a programme of events and training that recognise the challenges and opportunities relating to diversity.

Hybrid & flexible working: 

At Apollo, hybrid and flexible working is fully embraced and we do not see the benefit of presenteeism. We understand that no two colleagues are alike, and as such we support the ability to remain agile and achieve a home and work balance to best suit business and personal commitments.

Supporting your application:

Apollo are committed to ensuring an inclusive and supportive recruitment experience for everyone. Our process includes both virtual (Microsoft Teams) and in-person interviews. If there’s anything we can do to make your experience more comfortable or accessible, please let us know.

You can use the following link to share any adjustments or support you may need in advance or on the day Clear Talents

Thank you!

To find out more about our values, ESG strategy and commitment to inclusion please click on the 'Life at Apollo' pack.