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