Origami Risk Tech Lead/Service Delivery Manager - Contract - Milton Keynes and London

Origami Risk Tech Lead/Service Delivery Manager - Contract - Milton Keynes and London

2 days per week in Milton Keynes - 1 day per week in London

£550 per day via Umbrella

Candidates MUST have experience with Insurance Systems

Description
We're looking for an Origami Claims Tech Lead/Service Delivery Manager to join our team in Milton Keynes. In this role, you will oversee application support and IT service management for IRM (underwriting, claims, and policy) platforms, including Origami, ensuring stability, performance, and continuous improvement for business-critical systems. Acting as the primary point of leadership in IT service delivery, you will manage a team of three application support engineers and engage with multiple stakeholders across Product, Architecture, Compliance, and senior IRM leadership. The ideal candidate combines strong hands-on expertise in service operations with strategic oversight of ITSM frameworks and vendor management.

Responsibilities

• Define, implement, and continuously improve ITSM processes including Incident, Problem, Change, Release, and Service Lifecycle Management
• Lead design and execution of application support strategy for Origami and related IRM platforms
• Manage and mentor a team of 3 application support engineers, ensuring adherence to SLAs and IT policies
• Oversee vendor relationships, ensuring performance alignment and efficiency in a 24/7 operational model
• Ensure high availability, stability, and performance of underwriting, claims, and policy systems
• Conduct root cause analysis, preventative actions, and risk mitigation for production incidents
• Govern production change processes, environment management, and coordinate release activities
• Maintain robust SLA and KPI monitoring, reporting, and continuous service improvement initiatives
• Drive collaboration with internal teams across Product, Technology, Risk, Compliance, and Audit while engaging senior business leaders
• Provide hands-on technical expertise to troubleshoot complex operational and integration issues
• Develop and maintain comprehensive service management documentation and operational standards

Requirements (Must Have Skills)

• Proven track record as Tech Lead, Service Delivery Manager, or similar role managing IT services for business-critical platforms
• Direct experience with Origami Risk or equivalent insurance platforms (claims, underwriting, policy systems)
• Strong knowledge of IT service management (ITIL/ITSM) processes and governance frameworks
• Hands-on experience leading incident/problem/change management at an enterprise scale
• Ability to manage hybrid teams and coordinate vendor relationships for 24/7 support coverage
• Strong analytical, troubleshooting, and root-cause diagnosis skills within production environments
• Excellent stakeholder management and communication skills, including engagement with senior leadership

Nice to Have Skills

• Familiarity with insurance domain processes, especially claims and risk management
• Exposure to risk and compliance frameworks within financial/insurance environments
• Experience implementing DevOps principles, automation techniques, and monitoring tools in IT operations
• ITIL certification or relevant service management credentials