Senior Client & Delivery Manager

This is an exciting opportunity to join Isio’s fast growing Employee Benefits business
, which spans strategic benefit design, workplace health & wellbeing consulting, DC pensions, benefits technology and employee engagement & support. We are seeking a highly organized, self‑starting and detail oriented Senior Client Experience & Delivery Manager. The role is part of Isio’s Benefits Technology team
, which is focussed on delivering innovative and impactful technology solutions to clients. This role is ideal for someone with experience in the flexible benefits technology industry, looking to work in a fast‑paced and agile environment, and enjoys delighting clients.

• Develop and drive the end‑to‑end delivery experience – from the onboarding of the client through to exit plan/termination. Driving best practice and process improvement across the Benefits Technology teams.
• Plan overall client timetable and delivery schedules across all clients including scheduling resources to ensure deadlines are met.
• Lead on design and creation of optimal delivery processes (people, technology, communication). This includes leading/designing workshops to understand the client’s business and benefit structures, translating client requirements into build specifications and delivering testing and assurance processes.
• Provide consulting on platform technical capabilities and the best way to achieve client goals.
• Oversee the program and project management methodology for all stages of the project and ensure implementation best practices are maintained throughout the project delivery lifecycle.
• Assess and drive implementation of supportive/assistive technology to deliver efficacy and efficiency e.g. helpdesk ticketing systems, testing technology.
• Work with the Product Lead and Product Managers to drive innovation and change on the client platform to deliver efficacy and efficiency while ensuring minimal client interruption and impact.
• Create and monitor Service Level Agreements.
• Act as a client escalation point for any technical queries or issues.
• Play a key role in developing a new Target Operating Model to enable the team to scale rapidly, identifying options for on, near and offshore.
• Identify team development gaps and opportunities to drive continuous learning and improvement.
• Work with, and lead Isio colleagues responsible for consulting, implementing, configuring/building, testing and administering the platform.
• Provide methodology and appropriate standards for User Acceptance Testing and coordinate issue resolution.
• Develop and mentor junior colleagues.

• Demonstrable, proven experience working with flexible benefits or similar employee benefits platforms.
• Agile PM, Prince2 or equivalent qualifications.
• Strong understanding of the human capital market ecosystem, including UK benefits, HR solutions, and Payroll systems.
• Excellent organisational and people management skills.
• Experience of team set up, development and operational management preferred (including good knowledge of different operating models)
• Excellent analytical and problem‑solving skills.
• Ability to manage multiple tasks and work to deadlines in a fast‑paced environment.

• Client focused approach with a commitment to high quality delivery and experience.
• Clear and confident communicator with technical and non‑technical stakeholders.
• Ability to manage complex escalations from senior stakeholders.
• Proactive, adaptable, and curious about improving systems and processes.
• Able to work independently while contributing effectively to a team.

Isio is a fast‑growing professional services business that offers career development through an evolving client base, diverse and meaningful work, nationwide opportunities, and a culture that rewards high performance and accountability. We hold ourselves to the highest standards and our values guide how we advise our clients, how we operate as a business and how we work together as a team.

We call it the Isio Attitude. We encourage our people to be bold, communicate with conviction, and deliver advice that matters. Here, growth brings…