The Service Delivery Lead is accountable for the leadership, governance, and continuous improvement of SCOR’s IT change management framework within operations. The role oversees the end-to-end lifecycle of operational changes across infrastructure, cloud, workplace, and business application environments, ensuring changes are assessed for risk, scheduled appropriately, communicated clearly, and implemented with minimal disruption. A key objective is to protect service stability and business continuity through robust change governance, effective stakeholder coordination, CAB leadership, and disciplined execution. The role also drives process standardization, reporting, compliance, and continual improvement to ensure a scalable, transparent, and business-aligned change management capability across all regions.
Candidate Success Factors
Objectives for the first year (or 2 years)
Key duties and responsibilities
Own and lead SCOR’s operational change management process, ensuring changes are governed consistently and efficiently across regions and technology domains.
Chair or coordinate Change Advisory Board activities, ensuring the right stakeholders review, assess, and approve changes based on risk, impact, and urgency.
Define and enforce change policies, standards, workflows, and approval models for standard, normal, and emergency changes.
Assess change requests for operational risk, service impact, resource conflicts, scheduling constraints, and business readiness before implementation.
Coordinate change calendars, maintenance windows, and cross-team dependencies to minimize disruption and avoid conflicting activities.
Ensure strong communication to stakeholders before, during, and after changes, including business notifications, implementation status, and outcomes.
Monitor change execution quality, success rates, rollback activity, and unauthorized change trends, and drive corrective actions where required.
Lead post-implementation reviews for failed or high-risk changes, ensuring lessons learned are captured and process improvements are implemented.
Collaborate closely with engineering, operations, cybersecurity, application, release, and vendor teams to ensure coordinated and compliant change delivery.
Produce governance reporting and dashboards on change performance, risk exposure, audit readiness, and process compliance.
Drive continual improvement of the change management process through automation, simplification, policy updates, and control enhancements.
Promote a disciplined and collaborative change culture that supports service stability, transparency, and business confidence.
Contribute to Change management process definition and documentation.
Contribute to train and to coach all teams Technical and Functional regarding Change management procedures
Required experience & competencies
10+ years of experience in IT operations, service management, or governance, including significant experience in change management or release/change coordination leadership roles.
Proven track record managing enterprise change processes in complex, multi-regional environments with strong control and business alignment.
Soft skills
Good understanding of enterprise infrastructure, workplace services, cloud platforms such as Azure, business application delivery dependencies, and delivery best practices.
Strong analytical, organizational, and communication skills, with the ability to balance priorities, speed, risk, and service stability.
Excellent stakeholder management, facilitation, leadership, and crisis coordination capabilities in a global and matrixed environment.
Hard skills
Strong ITIL expertise in change management, seeking efficient and reliable service delivery.
Strong expertise in change governance, risk assessment, CAB coordination, maintenance planning, and post-implementation review practices.
Experience with IT service management frameworks and tooling, including workflow governance, reporting, audit support, and process compliance.
Required Education
As a leading global reinsurer, SCOR offers its clients a diversified and innovative range of reinsurance and insurance solutions and services to control and manage risk. Applying “The Art & Science of Risk,” SCOR uses its industry-recognized expertise and cutting-edge financial solutions to serve its clients and contribute to the welfare and resilience of society in around 160 countries worldwide.
Working at SCOR means engaging with some of the best minds in the industry – actuaries, data scientists, underwriters, risk modelers, engineers, and many others – as we work together to find solutions to pressing challenges facing societies.
As an international company, our common culture is defined by “The SCOR Way.” Serving both to build momentum that drives the Group forward and as a compass to guide our actions and choices, The SCOR Way is anchored by five core values, reflecting the input of employees at all levels of the Group. We care about clients, people, and societies. We perform with integrity. We act with courage. We encourage open minds. And we thrive through collaboration.
SCOR supports inclusion and the diversity of talents, and all positions are open to people with disabilities.
SCOR, one of the world's largest reinsurers, provides its clients with a diversified and innovative range of solutions to control and manage risk. Using its experience and expertise, “The Art & Science of Risk”, SCOR provides cutting-edge financial solutions, analytics tools and services in all areas related to risk – in Life & Health as well as in P&C.
The reinsurance industry is about combining technical expertise and experience with the developments of science. However many tools we use to conduct our activities (models, databases, pricing tools, reserving tools, and so on), we also need expert judgments and human experience to correctly underwrite. This is what we call the art of underwriting. Reinsurance is a knowledge industry. Expertise is an accumulation variable.
The most advanced tool will never replace the intuition of a seasoned underwriter facing a complex risk. Because at the end of the day, you have to make a decision, to sign, to underwrite. And what we have underwritten, we cannot overwrite - our word is our bond, as is our signature. This dimension of our business, linked to the art of underwriting, is more important than some observers would have people believe.
One way to acquire this art is to share experiences – both good and bad – and to share doubts and questions. Artists always belong to a school, from which they learn their craft.
Like artists, we have to learn, imitate, mimic, and then innovate, in order to find our own style and create our own distinctive work.
