Service Operations Integration Manager

Davies is a community of outstanding people. We welcome different perspectives, support each other's ambitions and grow together. In a fast-changing business environment, we adapt and look ahead. We succeed because we are multi-talented: in the skills of our teams, specialisms, and sector expertise. Working together, we are greater than the sum of our parts.

Our Values

We are Connected: United under one mission and believe in our collective power to make a difference; together we are greater than the sum of our parts.

We are Dynamic: We adapt with the environment, striving for what is next. Relentlessly seeking more for our business, clients, colleagues, and communities.

We are Innovative: We are solution focused with an entrepreneurial mindset, empowered to discover new paths.

We Succeed Together: We support each other to grow and value different perspectives, ideas, and experiences - making an impact on our communities.

The Service Operations Integration Manager will report into the Head of Service Operations, working alongside the Service Operations Management Team they will act as the conduit between Service Operations and the Project Teams focusing on managing and integrating services during mergers and acquisitions (M&A).

This role will be a member of the Service Design Team and will continue to work alongside the Project Team to ensure a seamless transition into the Production environment. This role will manage the transition of services, operational readiness, and integration from an M&A perspective, while also dealing with the complexity and volume of tasks that arise during these transitions.

The creation of processes to ensure an efficient delivery into production is required, with continual improvement activities to be undertaken to optimise the integration process.

They will also manage the service team providing support during the "hypercare" period ensuring a seamless transition into BAU.

M&A Transition Management

• Manage the integration of services, processes, and technologies from acquired companies or newly merged entities, ensuring they are aligned with existing operations.
• Oversee the transition from the design phase (post-sign-off) to the live operational phase, ensuring that all services are ready for production and are integrated into the service management framework.
• Develop and execute transition plans specifically for M&A, ensuring all required resources, tools, and processes are in place for a smooth operational take-over.

Service Operations Readiness

• Operational Readiness Checks: Perform readiness assessments to ensure that the Service Operations Team is prepared for the integration of new services or processes.
• User Readiness: Ensure the Service Operations Integration Analysts are closely aligned to the new service(s) and user requirements to ensure alignment with Davies existing services and/or identify gaps to ensure they are addressed pre onboarding.
• Cross-functional Collaboration: Work closely with the Service Operations Team, Project Team and business stakeholders to ensure that all aspects of service delivery are addressed post-M&A.
• Risk Management: Identify and manage any risks associated with the operational take-over of newly integrated services, including staffing, infrastructure, and service continuity.

M&A Service Oversight

• Working alongside the Service Operations Management Team to ensure that merged or acquired services do not disrupt the ongoing operations of the organization
• Ensure that any challenges, issues and/or blockers are swiftly addressed.
• Oversee the knowledge transfer from the design and integration teams to operations teams, ensuring adequate documentation and training for ongoing support.

Communication and Stakeholder Engagement

• Maintain clear and continuous communication with internal stakeholders, and regularly report on the progress of the Service Operations workstream for integration projects

Continuous Improvement and Feedback Loop:

• Post-Integration Reviews: Lead post-integration reviews to ensure the M&A integration objectives for Service Operations are met and to identify areas for continual improvement in future M&A transitions.

• Optimization: Identify opportunities to streamline service operations processes and improve efficiencies as the integrated services mature.

• Minimum of 10 years' Mergers and Acquisitions experience

• Strong background in Service Management frameworks, particularly service transition and service operation

• Experience of working in regulated environments.

• Strong project management skills to handle multiple workstreams

• Experience of Risk and Change Management

• Strong communication skills

Soft Skills

• Have the ability to inspire, motivate and guide a team to achieve their goals.

• Excellent communication and interpersonal skills, with the ability to engage and influence at all levels.

• Be competent in identifying, addressing, and resolving conflicts in a calm and constructive manner.

• Be able to remain calm and level-headed under pressure retaining a sound judgement in complex situations.

• A strong focus on customer satisfaction, recognize their needs and ensure communication to meet/or exceed these.

• Have an excellent ability with problem solving, involving a proactive approach to foresee potential issues and address them before escalation.

We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses.

We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management.

Our global team of more than 8,000 professionals operate across ten countries, including the UK & the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.