As a global market leader, iPipeline combines technology, innovation, and expertise to deliver ground-breaking, award-winning software solutions that transform the life insurance, financial services, and protection industries. With one of the industry’s largest data sets, we help advisors/advisers and agents to transform paper and manual operations into a secure, seamless digital experience – from proposal to commission– so they can help better secure the financial futures of their clients.

At iPipeline, you’ll play a major role in helping us to provide best-in-class, transformative solutions. We’re passionate, creative, and innovative, and together as a team, we continually strive to advance, accelerate, and expand the reach of our technology. We value different perspectives and are committed to creating an environment that embraces diverse backgrounds and fosters inclusion.

We’re proud that we’ve been recognized as a repeat winner of various industry awards, demonstrating our excellence and highlighting us as a top workplace in both the US and the UK. We believe that the culture we’ve built for our nearly 900 employees around the word is exceptional -- and we’ve created a place where our employees love to come to work, every single day.

Come join our team!

About iPipeline

Founded in 1995, iPipeline operates as a business unit of Roper Technologies (Nasdaq:  ROP), a constituent of the Nasdaq 100, S&P 500®, and Fortune 1000® indices. iPipeline is a leading global provider of comprehensive and integrated digital solutions for the life insurance and financial services industries in North America, and life insurance and pensions industries in the UK. We couple one of the most expansive digital and automated platforms with one of the industry’s largest data libraries to accelerate, automate, and simplify various applications, processes, and workflows – from quote to commission – with seamless integration. Our vision is to help everyone achieve lasting financial security by delivering innovative solutions that connect, simplify, and transform the industry.  

iPipeline is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to gender, race, color, religious creed, national origin, age, sexual orientation, gender identity, physical or mental disability, and/or protected veteran status. We are committed to building a supportive and inclusive environment for all employees.

This is an office-based position.

We are looking for an experienced and highly skilled Principal Service Delivery Manager to lead the delivery of Software services, ensuring they meet business goals and customer expectations. This is an advanced individual contributor role requiring expert-level knowledge, strategic thinking, and the ability to operate independently with significant influence across the organization.

• Oversee end-to-end service delivery and ensure alignment with customer needs.
• Define and manage SLAs to maintain high service standards.
• Monitor and report on service performance, addressing deviations proactively.
• Build and maintain strong relationships with internal and external stakeholders.
• Allocate resources efficiently to support service delivery, including people, tools, and technology.
• Collaborate with stakeholder teams to resolve incidents and problems promptly.
• Implement and manage change control processes with minimal disruption to services.
• Drive continuous improvement in service delivery processes and tools.
• Mitigate risks and develop contingency plans for potential service disruptions.
• Communicate effectively across teams and stakeholders to ensure service transparency and alignment.
• Provide regular performance reports and KPIs to leadership.
• Manage budgets in partnership with finance teams to ensure cost-effective service delivery.
• Mentor and support the development of less experienced team members.

• Degree qualified (or equivalent) in a relevant field.
• Significant relevant service delivery or related experience.
• Recognized as a subject matter expert with deep knowledge of software service management.
• Proven ability to lead strategic projects and make independent, high-impact decisions.
• Strong understanding of ITIL, SLAs, change management, and risk mitigation.
• Excellent communication, leadership, and problem-solving skills.
• Ability to operate independently with no supervision.
• Proven leadership of high-impact, complex initiatives.
• Driven and innovative, setting best practices within the discipline.
• Able to anticipate challenges and develop strategic solutions.
• Trusted advisor and mentor within the organization.

We offer a competitive compensation and benefits package, opportunities for career growth, Pension plan with company-matched contributions, generous time off and flexible work/life balance, an employee wellness program, and an awards and recognition program – all in a creative, fast-growing, and innovative company.