Service Delivery Manager
Role Overview
This is a 12-month fixed term contract supporting reliable, high-quality service delivery for millions of pension customers.
The Service Delivery Manager will work in a complex outsourced operational environment, combining insight, assurance and stakeholder management.
The role focuses on service performance, customer outcomes, operational resilience and continuous improvement.
Key Skills for This Role
Full Job Posting
Role overview
This is a 12-month fixed term contract supporting reliable, high-quality service delivery for millions of pension customers.
The Service Delivery Manager will work in a complex outsourced operational environment, combining insight, assurance and stakeholder management.
The role focuses on service performance, customer outcomes, operational resilience and continuous improvement.
Key responsibilities
- Oversee service delivery and monitor performance across an outsourced operational environment.
- Review management information, identify trends, assess performance and draw out risks or improvement opportunities.
- Work with Nest and its Scheme Administrator to resolve issues and shape operational change.
- Manage relationships with internal teams, senior stakeholders and third-party administrators.
- Assess urgency, make sound decisions and escalate issues where needed.
- Use assurance and stakeholder insight to support service quality, resilience and effectiveness.
Minimum criteria
- Experience overseeing service delivery in a regulated, outsourced or complex operational environment.
- Ability to analyse management information, identify trends and assess service performance.
- Confidence working with internal teams, senior stakeholders and third-party administrators.
- Strong problem-solving judgement, including the ability to assess urgency and escalate appropriately.
- Strong written, verbal, listening and presentation skills.
- Knowledge of pensions, scheme administration, customer operations or financial services would be highly valuable.
Flexible and agile working
- The role uses hybrid working between the Canary Wharf office in London and home working.
- There is an expectation to attend the office once or twice a week, or more often as required.
- Flexible options may include varied hours or days, compressed hours and job sharing, subject to role requirements.
About Nest
Nest is a government-established workplace pension scheme serving workers across the UK.
The Services and Solutions Directorate brings together technology, data, change and operations to deliver resilient, customer-focused services.
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