Service Delivery Manager

Role Overview This is a 12-month fixed term contract. This is an opportunity to play a central role in ensuring Nest’s pension scheme continues to deliver a reliable, high-quality service for millions of customers. As Service Delivery Manager, you’ll work at the heart of a complex outsourced operational environment, using insight, assurance and stakeholder management to make sure service performance remains strong and customer outcomes stay front and centre.

You’ll join a collaborative Service Delivery team with real influence across Nest and its Scheme Administrator, helping to resolve issues, identify improvements and shape operational change. It’s a role for someone who enjoys combining analytical thinking with relationship management, and who wants to make a tangible difference to the quality, resilience and effectiveness of a nationally important pension service. The minimum criteria for this role are:
Operational service management, experience overseeing service delivery in a regulated, outsourced or complex operational environment. Data analysis and assurance, the ability to review management information, identify trends, assess performance and draw out risks or improvement opportunities. Financial services or pensions knowledge, an understanding of pensions, scheme administration, customer operations or wider financial services would be highly valuable. Stakeholder and supplier management, confidence working with internal teams, senior stakeholders and third-party administrators to resolve issues and drive outcomes.

Problem solving and judgement, the ability to assess urgency, cut through complexity, make sound decisions and escalate where needed. Communication and influencing, strong written, verbal, listening and presentation skills, with the ability to build trust and bring people with you. Don't worry if you think you don't have all the key skills, it might be worth taking the few minutes to apply as we're good at spotting potential.

At Nest, you’ll have access to a range of learning opportunities to learn, grow and build the skills you need to be successful in your role and career. Please download a full job description to find a full scope, deliverables, experience and personal attributes required for this role. Flexible and agile working Everyone's personal situation is different. To make the most out of hybrid working, we've introduced different ways of working, which include (subject to role requirements): hybrid of office (Canary Wharf, London) and home working (there will be an expectation to attend the office, once - twice a week, or more, as required) reduce or vary working hours reduce or vary the days worked work compressed hours job share  to see the benefits we offer  more information about our recruitment process  Directorate/Department Overview The Services and Solutions Directorate brings together technology, data, change, and operations to deliver efficient, resilient, and customer-focused services across Nest.

Led by the Chief Technology and Operating Officer, the directorate plays a critical role in supporting millions of members and employers by ensuring excellent service delivery, driving business transformation, enabling data-driven decision-making, and providing the technology and operational foundations that underpin the organisation. Working collaboratively across a diverse range of specialisms, the directorate is focused on continuous improvement, innovation, and delivering solutions that help Nest achieve its strategic objectives while providing outstanding experiences for members every day.

Organisational Overview Nest is an award-winning workplace pension scheme, the largest in the country. Set up by the government to give every worker in…