Service Delivery Manager

About this role

About Converge:

Converge fuses cyber insurance security and technology to provide businesses with clear, confident cyber protection. Deploying a proprietary data ecosystem underpinned by expert underwriting, it provides risk solutions that deliver high value strategies with improved outcomes. Our team is composed of top-tier professionals across underwriting, technology, and claims who share a passion for driving the future of cyber risk management.

Role Summary

Converge is seeking a Service Delivery Manager to act as a cross-departmental delivery lead, a single point of accountability who connects teams, aligns priorities, and turns plans into reliable outcomes. This role serves as a shared resource across Technology, Operations, Product, Finance, and Customer-facing teams rather than sitting within one function.

The immediate priority is leading the end-to-end integration of the Unity platform with our carrier partner in Australia. This includes planning, technical coordination, partner management, testing, go-live, and transition to steady-state service. Beyond this flagship initiative, the Service Delivery Manager will lead and support internal projects that span multiple functional units, making sure work is coordinated, dependencies are managed, and service quality is maintained.

Key Responsibilities

1. Unity Platform – Australian Carrier Partner Integration

• Own the full delivery lifecycle of the Unity–carrier integration, from discovery and requirements through build, testing, deployment, hypercare, and handover to operations.

• Serve as the primary point of contact between Converge and the Australian carrier partner, managing the relationship, communication cadence, and escalations.

• Build and maintain the integration project plan, including scope, milestones, resource allocation, budget, and risk register.

• Coordinate internal technical teams (engineering, integration/API, QA, infrastructure, security) and partner-side counterparts to align on interface specifications, data flows, and environments.

• Make sure the integration meets relevant Australian regulatory, data privacy, and compliance requirements (for example the Australian Privacy Act), working with Legal and Compliance as needed.

• Lead end-to-end testing coordination, including SIT, UAT, and partner certification, and drive go/no-go readiness decisions.

• Define and agree service levels (SLAs/OLAs), support models, and escalation paths with the partner for post-launch operations.

• Manage cross-time-zone collaboration effectively, scheduling working sessions and status meetings that accommodate Australian business hours.

2. Cross-Functional Internal Project Delivery

• Lead or coordinate internal projects that cut across departments, acting as the connector between teams with different goals, workflows, and priorities.

• Translate business objectives into clear delivery plans with defined owners, timelines, and success criteria.

• Identify and manage dependencies, conflicts, and resource constraints between departments, escalating and resolving blockers quickly.

• Facilitate decision-making among stakeholders at different levels, making sure trade-offs are visible and decisions are documented.

• Support portfolio-level prioritization by giving leadership clear visibility into project status, capacity, and risks across initiatives.

3. Service Delivery Governance and Operational Excellence

• Establish and maintain delivery governance: steering committees, status reporting, RAID logs (risks, assumptions, issues, dependencies), and change control.

• Monitor service performance against agreed KPIs and SLAs, and drive corrective action when targets are missed.

• Lead post-implementation reviews and lessons-learned sessions, feeding improvements back into delivery practices.

• Develop and standardize reusable delivery templates, playbooks, and processes so future partner integrations and cross-functional projects can be delivered faster and more consistently.

• Support incident and problem management for services within scope, coordinating root-cause analysis with technical teams and partners.

4. Stakeholder and Partner Management

• Build strong, trust-based relationships with internal department leads, executive sponsors, and external partners.

• Communicate clearly and proactively with audiences ranging from engineers to executives, adjusting detail and tone to each.

• Manage expectations around scope, timelines, and cost, and negotiate constructively when priorities conflict.

• Represent the voice of the customer and end user throughout delivery, making sure solutions are practical and adopted.

5. Financial and Resource Management

• Track project budgets, forecasts, and actuals, flagging variances early.

• Coordinate with vendors and partners on commercial matters such as statements of work, change requests, and invoicing, in partnership with Procurement and Finance.

• Plan and negotiate resource allocation with functional managers, since most team members will not report directly to this role.

Qualifications

Required

• Bachelor's degree in Business Administration, Information Technology, Engineering, or a related field, or equivalent practical experience.

• 5+ years of experience in service delivery management, IT project/program management, or technical delivery roles.

• Proven track record delivering platform or system integration projects with external partners, ideally involving APIs, data exchange, or B2B connectivity.

• Demonstrated experience leading cross-functional initiatives in a matrix environment without direct authority over team members.

• Strong working knowledge of delivery methodologies (Agile, Waterfall, and hybrid approaches) and the judgment to choose the right one for each project.

• Familiarity with IT service management practices (ITIL or similar), including SLAs, incident, problem, and change management.

• Full professional fluency in English…