Service Delivery Manager

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 (written and verbal) is required.

- Willingness to work flexible hours to collaborate with partners in Australian time zones.

Preferred

- Experience with carrier, logistics, telecommunications, or insurance partner integrations.

- Prior experience working with partners in Australia or the Asia-Pacific region, including awareness of local business practices and regulations.

- Certifications such as PMP, PRINCE2, ITIL 4 Foundation/Managing Professional, Certified ScrumMaster (CSM), or SAFe.

- Hands-on experience with tools such as Jira, Confluence, Smartsheet, MS Project, ServiceNow, or similar.

- Understanding of integration concepts such as REST/SOAP APIs, EDI, middleware, authentication, and data mapping, enough to engage credibly with technical teams.

Core Competencies

- Influence without authority: Aligns people across departments toward shared goals through credibility, clarity, and relationship-building.

- Structured problem solving: Breaks complex, ambiguous problems into manageable workstreams and drives them to resolution.

- Ownership and accountability: Takes end-to-end responsibility for outcomes, not just tasks.

- Partner and customer focus: Balances the needs of internal teams, external partners, and end users.

- Adaptability: Moves comfortably between a high-visibility international integration and smaller internal initiatives, adjusting approach as priorities shift.

- Executive communication: Presents status, risks, and recommendations concisely and with confidence.

Success Measures (First 12 Months)

- Unity platform integration with the Australian carrier partner delivered on agreed scope, timeline, and budget, with a smooth transition to steady-state operations.

- Agreed SLAs with the carrier partner met or exceeded after go-live.

- A repeatable partner-integration playbook documented and adopted for future partner onboardings.

- Cross-functional projects delivered with clear governance, measurable outcomes, and positive stakeholder feedback.

- Improved visibility for leadership through consistent, accurate reporting on project health across departments.

Working Conditions

- Hybrid/remote work with periodic early-morning or evening meetings to overlap with Australian business hours.

- Occasional international travel may be required, including potential visits to the partner site in Australia.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer

• Ability to lift up to 15 pounds occasionally

• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

Compensation & Benefits:

• Pay Range: up to $9,000 per month

EEO Statement:

Converge Insurance is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex (including pregnancy, gender identity, or sexual orientation), national origin, age, disability, veteran status, or any other legally protected characteristic.