Program Lead - Technology - FTC

At M&G, our purpose is to give everyone real confidence to put their money to work. With a heritage dating back more than 175 years, we have a long history of innovation in savings and investments, combining asset management and insurance expertise to offer a wide range of solutions.

Our two distinct operating segments, Asset Management and Life, work together to provide access to balanced, long-term investment and savings solutions.

Through telling it like it is, owning it now and moving it forward together with care and integrity; we are creating an exceptional place to work for exceptional talent.

We will consider flexible working arrangements for any of our roles and offer workplace adjustments to ensure you have the support you need to succeed in your role.

This role sits within M&G Life Technology and leads hands-on delivery of the Servicing AI programme — our multi-year transformation to re-imagine how we serve customers and advisers through digital-first experiences, an AI-augmented front office, and zero-touch automation. Working alongside the Servicing AI Programme Lead, Enterprise Architect and business sponsors, the Senior Delivery Lead owns end-to‑end delivery across the programme's work streams, converting an ambitious roadmap into working capability at pace, safely and at scale.

This is a 12‑month fixed‑term contract.

• Own delivery execution for the Servicing AI programme from planning through build, test, release and stabilisation.
• Turn strategy into value by translating the Servicing AI roadmap and delivery focus into sequenced, measurable delivery increments aligned to business outcomes.
• Lead multi‑disciplinary teams across M&G and delivery partners, providing direction, unblocking delivery and holding teams to account for quality and pace.
• Embed AI and automation into contact channels, colleague tooling and operational processes to reduce cost‑to‑serve and improve customer and adviser experience.
• Protect delivery within a regulated environment ensuring robust governance, risk management and control across all delivery, consistent with PRA, FCA and DORA obligations and Board‑approved risk appetite.

• End‑to‑end delivery:
  Own delivery of medium‑to‑high complexity across Digital and data — against committed scope, cost, time and quality.
• Roadmap execution:
  Break the program scope into deliverable increments, manage critical path, dependencies and cross‑workstream sequencing.
• Agile delivery:
  Run effective agile/hybrid ceremonies and cadences; drive throughput, predictability and continuous improvement across squads and partner teams.

• Benefits realisation:
  Drive delivery toward targeted outcomes — e.g. reduced voice contact through deflection, increased digital self‑serve, automation of high‑volume journeys, and higher same‑day resolution.
• Performance monitoring:
  Track delivery against KPIs and value measures; report status, risks and forecasts clearly to programme and senior stakeholders.

• Controlled delivery:
  Operate within the programme's solution design and control framework; ensure changes progress through appropriate design, assurance and go/no‑go gates.
• Risk & compliance:
  Identify, manage and escale delivery risks and issues; ensure regulatory, security and data controls are embedded by design.

• Stakeholder engagement:
  Build trusted relationships across Technology, Operations, Change and business sponsors; communicate progress, decisions and trade‑offs with clarity.
• Vendor & partner management:
  Manage delivery partners and suppliers to ensure timely, high‑quality delivery and value for money; hold partners to account against commitments.
• People & knowledge:
  Support in sourcing and capability build; mentor delivery colleagues and capture lessons learned to uplift delivery maturity.

• Delivery excellence:
  Proven ability to lead complex, multi‑workstream technology delivery end‑to‑end using Agile, Waterfall and hybrid methods within a governed environment.
• Digital & AI fluency:
  Strong understanding of digital platforms, CRM (ideally…