Job Description:

🌐 Head of IT Service Delivery
📍 Location: UK
🕒 Full-Time - Remote

Velonetic – Who are we?

Velonetic represents the joint ventures between DXC Technology, the International Underwriting Association (IUA), and Lloyd’s of London. Previously referred to as the London Market Joint Ventures, we have been operating for over 20 years in the London Market (Lloyd's and Company), in both insurance and reinsurance business. Processing over £117 billion worth of premium and claims transactions today, we are building a new digital platform and services that will enable our customers to move transactions and money through the processing lifecycle with greater efficiency and speed, releasing time to drive innovation and focus on higher value activities.

This role offers experienced IT Service Delivery leaders a chance to join Velonetic, a key provider in the global specialist insurance industry. As the London Insurance Market undergoes digital transformation through our Blueprint 2 programme, Velonetic seeks a Head of IT Service Delivery with expertise in automated, cloud-based solutions to drive service transition and support market change.

The ideal candidate will possess strong leadership and communication skills to influence organisational culture and business stakeholders. They will manage existing IT services, introduce modernised solutions, and oversee smooth transitions for customers and suppliers.

Reporting to the CIO, the Head of IT Service Delivery will be responsible for service performance against SLAs, ensuring new services meet competitive standards, supervising transition processes, monitoring supplier compliance, and reporting service metrics internally and externally.
 

Responsibilities of the Head IT of Service Delivery:

• As Head of IT Service Delivery, you will oversee the full lifecycle of technology service provision for both the business and its end customers within the London Insurance Market.
• You are tasked with ensuring all incoming services have well-defined parameters and established SLAs, which are consistently achieved.
• Ensure internal services have OLAs in place that effectively support robust customer-facing SLAs.
• Conduct regular service reviews with internal business partners, external customers, and suppliers where applicable.
• Develop a release strategy that transitions from traditional waterfall release cycles to a modern continuous delivery approach suited to cloud-native environments.
• Oversee and prioritize the continuous improvement backlog to maintain ongoing service support and alignment with evolving business needs.
• Establish and execute a comprehensive service management strategy, ensuring tools used adhere to both corporate policies and industry best practices.
• Assess and manage the change management framework and governance, aiming for high-quality standards with minimal friction during delivery.
• Evaluate and streamline IT operating models to enhance efficiency, increase automation where feasible, and ensure consistency with corporate and industry benchmarks.
• Set clear performance metrics and KPIs across key service components, providing regular, transparent status updates to the board and customers.
• Collaborate closely with project portfolios—including major digital transformation initiatives—to guarantee products are production-ready, and that processes for transitioning services into live operation are effective and deliver quality outcomes.
• Direct the overall release strategy by managing portfolio priorities, maintaining the necessary delivery rhythm, and effectively handling schedule adjustments.

Skills and Experience as Head of Service IT Delivery:

• Demonstrated leadership abilities with the capacity to influence stakeholders at all levels, including senior management, business leaders, and technology professionals.
• Proven experience in customer-facing roles and managing relationships with external stakeholders.
• Highly skilled in detailed analysis and c-suite reporting
• Extensive background in establishing, developing, and leading service delivery functions to meet defined business outcomes, performance targets, and industry benchmarks.
• In-depth knowledge of methodologies, processes, and capabilities essential for delivering high-quality technical and business services.
• Strong supplier management skills, complemented by experience collaborating with outsourced IT delivery partners.
• Proficiency with modern service management tool suites, such as Service Desk CMDB and Application Performance Monitoring tools; familiarity with ServiceNow and Dynatrace is highly advantageous.
• Track record of managing services across diverse technical environments, including mainframe systems, traditional virtualised infrastructure, and contemporary hybrid cloud platforms.
• Experience implementing and advancing automated operations, continuous delivery practices, and ongoing service improvements.

Investment In Training and Development

We offer a comprehensive range of training and career development opportunities, a structured induction programme, tailored job training as well as mentoring and support for relevant sponsored professional qualifications. We’re developing an environment where people can grow and harness their careers and skills to be the best that they can be to focus on the long term.

Our Culture

Here at Velonetic we support with care and compassion. We are constantly evolving our initiatives around equality, diversity, and inclusion to ensure that everyone feels equally involved and supported in the workplace no matter of who they are or what they do. We are proud of the culture we are creating to ensure that our commitment is ongoing and have a diverse mix of employees working within an inclusive environment and culture to create a high performing workforce led by talented leaders. We aspire to be recognised for our innovative and modern thinking approach.

Employee Benefits

As part of our competitive remuneration package, flexible benefits are available. There is an option to “flex up and down” on specific benefits, for example buy or sell annual leave, Private Medical Benefit, Dental and Travel Insurance.

You will also have access to ‘Perks at Work’, a discount store to purchase gift cards at reduced rates and get discounts on holidays, restaurants, activities, groceries and more.

DXC Recruitment Team will be engaging with all candidate applications on behalf of Velonetic. DXC will be managing the recruitment throughout the onboarding process.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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