Service Delivery Manager

Converge Insurance

. Own the full delivery lifecycle of the Unity–carrier integration, from discovery and requirements through build, testing, deployment, hypercare, and operational handover .

Posted 9/25/2026contractRemote • Australia, New Zealand, SingaporeMid-LevelSenior💰 $6,000 - $9,000 per monthWebsite

Tech Stack

Tools & technologies

ITSMPMPServiceNowSOAPUnity

About the role

Key responsibilities & impact

Own the full delivery lifecycle of the Unity–carrier integration, from discovery and requirements through build, testing, deployment, hypercare, and operational handover
Serve as the primary contact between Converge and the Australian carrier partner
Manage partner relationships, communication cadence, and escalations
Build and maintain integration project plans covering scope, milestones, resources, budget, and risks
Coordinate engineering, integration/API, QA, infrastructure, security, and partner-side teams
Ensure compliance with Australian regulatory, data privacy, and compliance requirements
Coordinate SIT, UAT, partner certification, and go/no-go readiness decisions
Define SLAs/OLAs, support models, and escalation paths for post-launch operations
Lead cross-functional internal projects across departments
Translate business objectives into delivery plans with owners, timelines, and success criteria
Manage dependencies, conflicts, resource constraints, blockers, and stakeholder decisions
Support portfolio prioritization with visibility into project status, capacity, and risks
Establish delivery governance, steering committees, status reporting, RAID logs, and change control
Monitor KPIs and SLAs and drive corrective action
Lead post-implementation reviews and lessons-learned sessions
Develop reusable delivery templates, playbooks, and processes
Support incident and problem management, including root-cause analysis
Build relationships with department leads, executive sponsors, external partners, customers, and end users
Manage scope, timelines, costs, budgets, forecasts, actuals, vendors, statements of work, change requests, and invoicing
Negotiate resource allocation with functional managers
Deliver the Unity integration within agreed scope, timeline, and budget
Document and implement a repeatable partner-integration playbook

Requirements

What you’ll need

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 experience delivering platform or system integration projects with external partners
Experience with APIs, data exchange, or B2B connectivity is ideal
Experience leading cross-functional initiatives in a matrix environment without direct authority over team members
Strong working knowledge of Agile, Waterfall, and hybrid delivery methodologies
Familiarity with IT service management practices, including SLAs, incident, problem, and change management
Full professional fluency in English, written and verbal
Willingness to work flexible hours with partners in Australian time zones
Preferred: experience with carrier, logistics, telecommunications, or insurance partner integrations
Preferred: experience with partners in Australia or the Asia-Pacific region
Preferred: certifications such as PMP, PRINCE2, ITIL 4 Foundation/Managing Professional, Certified ScrumMaster, or SAFe
Preferred: experience with Jira, Confluence, Smartsheet, MS Project, ServiceNow, or similar tools
Preferred: understanding of REST/SOAP APIs, EDI, middleware, authentication, and data mapping
Ability to lift up to 15 pounds occasionally
Ability to perform prolonged periods of desk and computer work

Benefits

Comp & perks

Hybrid/remote work
Flexible hours for collaboration with Australian time zones
Occasional international travel, including potential visits to the partner site in Australia
Equal opportunity and inclusive work environment
Reasonable accommodations for individuals with disabilities