Post Connections Operational Lead

Post Connections Operational Lead

£85,000 per annum

Bedford

Permanent

Hybrid Working

Ready to make a real difference? Join us at the Money and Pensions Service (MaPS) as our Post Connections Operational Lead. This is your chance to play a meaningful role in helping people across the UK build stronger financial futures and to do it as part of a supportive, energetic team.

The Post-Connections Operational Lead is responsible for the operational performance and resilience of organisations once connected to the pensions dashboards ecosystem.

The role provides leadership across post-connection operations, with a particular focus on developing and maturing ecosystem-wide defect management processes, monitoring, observability and operational assurance. Working closely with the Money Helper Pensions Dashboards Service Team, the postholder will help ensure issues are identified, diagnosed and resolved effectively, improving service performance and user outcomes.

As the dashboards ecosystem evolves, the role will help shape the future post-connection operating model, developing new capabilities and adapting to emerging operational needs.

• Act as the senior operational owner for ecosystem-wide defect and problem management.
• Develop and mature robust defect management processes, including triage, investigation, escalation and resolution.
• Coordinate defect management activity across PDP, the Money Helper Pensions Dashboards Service Team, connected organisations and technology suppliers.
• Lead governance and reporting relating to defects, incidents and operational performance.
• Oversee root cause analysis and drive continuous improvement from lessons learned.
• Provide operational leadership during major incidents and service issues.

• Lead the development of an ecosystem-wide monitoring and observability strategy.
• Work with the Money Helper Pensions Dashboards Service Team to establish service health measures, monitoring requirements and operational reporting.
• Develop dashboards and management information that provide meaningful insight into ecosystem performance.
• Identify monitoring gaps and drive improvements in the ability to detect and diagnose issues.
• Support the development of end-to-end service assurance capabilities.

• Act as the primary operational lead for organisations once connected.
• Monitor and improve the operational health of the ecosystem.
• Build strong relationships across connected organisations, suppliers and service teams.
• Provide insight and recommendations to leadership on operational risks, trends and opportunities.
• Lead the evolution of the post-connection operating model as service needs develop.

• Line manage the Problem & Defect Manager.
• Set priorities and oversee delivery of defect management activities.
• Develop capability and promote continuous improvement within the team

• Experience leading operational services in a complex digital environment.
• Strong experience of defect, incident or problem management.
• Experience developing monitoring, reporting or observability capabilities.
• Strong stakeholder management and influencing skills.
• Comfortable working with technical teams and suppliers to understand issues and drive solutions.
• Strong analytical and problem-solving skills.
• Able to work effectively in a changing environment and shape new operational capabilities.

• Experience of large-scale digital services.
• Experience with in pensions, financial services or similar sectors.
• Knowledge of service management, monitoring or observability frameworks.

The Money and Pensions Service (MaPS) is based in…