Delivery lead - Insurance

Job Description:

DXC’s Insurance Software and BPS business provides a range of software and services to the global insurance market including life, wealth, health, commercial and specialty, property and casualty, and reinsurance. DXC is also a key partner of the London Market, providing digital transformation and outsourcing services.

DXC’s insurance business has 13,000 domain experts serving 2,000 insurance customers operating in over 100 countries worldwide.

Purpose:

Responsible for fulfilling the contractual commitments with the customer and guaranteeing satisfaction for the delivery outcomes for an account or multiple accounts. Accountable for driving aggressive performance management for the account against delivery costs.

Results:

• High customer satisfaction (CSAT/NPS) scores - Maintain a CSAT score of 90% or higher.
• Strong executive relationships through strategic reviews and value-driven discussions.
• Meet Account Rev / AOP target (% & $) - Accurate forecasting (costs) within +/-5% variation of the committed account forecast.
• On-time and within-budget project delivery.
• Achievement of SLA & KPI targets - Maintain 100% compliance with all SLAs.
• Revenue growth - Identify and execute new service opportunities with existing clients.
• 100% compliance with contractual obligations and timely invoicing with zero disputes.
• Meet cost savings target.
• Improve Labor Pyramid Index (LPI).

Main Responsibilities:

Client Relationship & Account Management:

• Serve as the primary delivery leader and point of contact for key insurance software accounts.
• Develop and maintain strong client relationships, ensuring alignment with business needs and strategic goals.
• Conduct monthly or quarterly governance meetings with key client stakeholders to review performance, risks, and strategic alignment.
• Drive customer satisfaction and retention, addressing concerns proactively.
• Collaborate with sales and account teams to identify upsell and cross-sell opportunities.

Service Delivery & Execution:

• Oversee the end-to-end delivery of DXC’s insurance software solutions for Commercial Specialty, Broking, Reinsurance and Life & Wealth Insurance business.
• Manage software implementations, upgrades, and ongoing support services.
• Ensure effective resource demand forecasting, planning and allocation for project success.
• Drive continuous improvement and operational excellence in service delivery.
• Ensure 100% SLA adherence across availability, response times, and service quality metrics.

Financial & Contract Management:

• Manage the P&L of the allocated account(s), ensuring profitability and cost control.
• Drive revenue growth by identifying upselling and cross-selling opportunities for additional DXC services and solutions.
• Ensure accurate billing, invoicing, and financial forecasting in line with the client contract.
• Maintain compliance with service agreements, risk management policies, and financial governance frameworks.

Business Growth & Digital Transformation Initiatives:

• Partner with DXC’s sales and product teams to identify new business opportunities.
• Drive client digital transformation by promoting cloud adoption, AI-driven underwriting, and next-gen policy administration solutions.
• Act as a trusted advisor, guiding clients on emerging insurance technology trends and best practices.

Risk Management:

• Develop and implement a proactive risk management framework to identify, assess, and mitigate risks before they impact service delivery.
• Maintain an up-to-date risk register and provide risk reports to executive leadership and governance committees.
• Reduce service disruptions and major incidents by implementing root cause analysis (RCA) and continuous improvement plans.

Skills:

Required:

• Extensive experience in IT service delivery, risk management, or account leadership in insurance software or financial services.
• Experience with core insurance solutions such as policy administration, claims management, underwriting, and wealth management.
• Experience in financial management, contract governance, and P&L ownership.
• Proficiency in vendor and third-party management.
• Strong stakeholder management, negotiation, and executive communication skills.

Preferred:

• Professional certifications such as PMP, ITIL, SAFe Agile.
• Experience working with DXC Insurance Software Suite or other core insurance platforms.
• Exposure to the London Market Insurance (Lloyd’s, London Market Modernization, PPL, Blueprint Two, etc.).
• Prior experience in a consulting or managed services environment.
• Expertise in cloud computing, AWS/Azure.

What we can offer you:

• Competitive Compensation & Pension Scheme – Rewarding your expertise while securing your future.
• Comprehensive Benefits Package – Including DXC Select, Perks at Work, and incentive programs for exclusive savings and rewards.
• Continuous Learning & Development – Access to upskilling opportunities, career growth resources, and industry-leading training.
• Lifestyle Perks – Enjoy options like the Salary Sacrifice Car Scheme and more.