Digital Service Manager

London, United Kingdom

003603

London, United Kingdom

003603

Working at Lockton

At Lockton, we’re passionate about helping our people achieve their ultimate potential. Our people are curious, action-oriented and always striving to make ourselves and those around us better. We’re active listeners working to ensure understanding and problem solvers developing innovative solutions. If you can see yourself delivering excellent service to clients, giving back to our communities and being a part of our caring culture, you belong here.

Schedule

Full Time Permanent

Job type

Experienced Professional

Workplace

Hybrid

Your Responsibilities

Lockton is entering an exciting new phase of digital transformation, having launched two major digital platforms successfully and a roadmap ramping up of new products for their internal Brokers and external clients. :

The Digital Service Manager sits within the Digital team and will report directly to the Head of Digital.
As a Digital Service Manager, your mission is to own and evolve the broker and client-facing onboarding and support journey for these digital tools. You will act as the key point of contact for clients, brokers, and internal teams, ensuring successful adoption and use of the platforms while also establishing scalable, lightweight service management processes.

This is a hands-on, client-centric role, perfect for someone who thrives in a fast-moving, startup-like digital team environment.

Key responsibilities

Client Onboarding & Success

Own the onboarding process for clients and broker teams onto Lockton’s digital platforms
Develop training materials, user guides, and onboarding manuals
Deliver training sessions and proactive client engagement to ensure adoption

Service Management & Support

Design and implement a light-touch ITIL service model aligned with Lockton’s internal ITSM framework
Manage incoming issues (approx. 40–60/month) from brokers and clients, resolving basic issues (logins/admin) directly
Triage and assign more complex bugs or feature requests to 3rd party vendors or internal product teams

Stakeholder Management

Act as a bridge between users, Lockton ITSM, 3rd-party developers, and the internal product team
Develop and manage vendor relationships and monitor SLAs and KPIs
Provide visibility on service performance and improvement initiatives

Future Team Growth

As processes mature, contribute to the development and growth of a small digital service team

Qualifications

Experience & Skills

Strong background in client-facing service delivery or customer success, ideally in a digital product or SaaS environment
Proven ability to support and onboard users to web portals, apps, or digital platforms
Experience working in start-up or scale-up digital environments
Familiar with light ITIL or ITSM frameworks (even if not formally certified)
Comfortable working hands-on, solo, and flexibly across support and service design
Experience managing vendors, tickets, and stakeholder expectations
Experience in insurance, broking, or InsurTech environments

About you

Excellent communication skills – proactive, confident, and customer-focused
A true relationship builder with a positive, “can-do” approach
Entrepreneurial mindset – comfortable with ambiguity and creating structure from scratch

Equal Opportunity Statement

Lockton Companies is proud to provide everyone an equal opportunity to grow and advance. We are committed to an inclusive culture and environment where our people, clients and communities are treated with respect and dignity.

At Lockton, supporting diversity, equity and inclusion is ingrained in our values, and we believe that we are at our best when we fully embrace everyone. We strive to cultivate a caring culture that learns from, celebrates and thrives because of our breadth of differences. As such, we recognize that recruiting, developing and retaining people with diverse backgrounds and experiences is vital and enabling our people to thrive personally and professionally is critical to our long-term success.

About Lockton

Lockton is the largest privately held independent insurance brokerage in the world. Since 1966, our independence has allowed us to serve our clients, take care of our people and give back to our communities. As such, our 12,500+ Associates doing business in over 140 countries are empowered to do what’s right every day.

At Lockton, we believe in the power of all people. You belong at Lockton.

How We Will Support You

At Lockton, we empower you to be true to yourself in all that you do. Your success is our success, and we provide opportunities to help you grow and create a rewarding career path, however you envision it.

We are ready to meet you where you are today, and as your needs change over time. In addition to industry-leading health insurance, we offer additional options to support your overall health and wellbeing.

Learn more about your Lockton experience

No Agencies Please

Any Employment Agency, person or entity that submits an unsolicited resume to this site does so with the understanding that the applicant's resume will become the property of Lockton Companies, Inc. Lockton Companies will have the right to hire that applicant at its discretion and without any fee owed to the submitting Employment Agency, person or entity. Employment Agencies, who have fee Agreements with Lockton Companies must submit applicants to the designated Lockton Companies Employment Coordinator to be eligible for placement fees.

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