Senior Client Experience & Delivery Manager

Isio; Glasgow; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work model

Career development opportunities

Job summary

Isio is seeking a Senior Client Experience & Delivery Manager to lead the implementation team within our Benefits Technology group. You will own end-to-end delivery for the client platform, from onboarding through to exit, driving process improvements, workshops, and testing.

This role blends delivery leadership with strategic product collaboration to ensure client success. You will work in a fast-paced, agile environment, mentor junior colleagues, and develop scalable operating models while

Qualifications

• Demonstrable, proven experience working with flexible benefits or similar employee benefits platforms.
• 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.

Responsibilities

• Leads and develops an implementation team to ensure successful delivery of Isio’s employee benefits platform to clients.
• Drives end-to-end delivery experience from onboarding to exit/termination, with best-practice processes across Benefits Technology.
• Plans client timetables and delivery schedules, and allocates resources to meet deadlines.
• Designs and facilitates workshops to understand client needs and translate requirements into build specs and testing.
• Provides consulting on platform capabilities and how to achieve client goals.
• Oversees project management methodology and ensures delivery lifecycle best practices.
• Identifies and implements supportive technology to improve efficacy and efficiency (e.g., helpdesk, testing tech).
• Works with Product Lead and Product Managers to drive innovation while minimizing client disruption.
• Establishes SLAs and acts as escalation point for technical queries.
• Develops a Target Operating Model to scale the team, including on/offshore options.
• Mentors junior colleagues and supports continuous learning.

Skills

Agile PM

Prince2

Stakeholder management

Team leadership

Organisational skills

Job description

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 organised, self-starting and detail orientated 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 to work in a fast-paced and agile environment, and enjoys delighting Clients.

What does the role entail?

Benefits

The Senior Client Experience & Delivery Manager is responsible for leading and developing an implementation team of Isio colleagues, to ensure the successful delivery of Isio’s employee benefits platform to clients. This includes:

• Develops and drives 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.
• Plans overall client timetable and delivery schedules across all clients including scheduling resources to ensure deadlines are met.
• Leads on design and creation of optimal delivery processes (people, technology, communication). This will include leading/designing workshops to understand the client’s business and benefit structures, the translation of client requirements into build specifications and the delivery of testing and assurance processes.
• Provides consulting on platform technical capabilities and the best way to achieve client goals.
• Oversees the program and project management methodology for all stages of the project and ensuring implementation best practices are maintained throughout the project delivery lifecycle.
• Assesses and drives implementation of supportive/assistive technology to deliver efficacy and efficiency e.g. helpdesk ticketing systems, testing technology.
• Works with the Product Lead and Product Managers to drive innovation and change on the client platform to deliver efficacy and efficiency but ensure minimal client interruption and impact.
• Creates and monitors Service Level Agreements.
• Acting as a client escalation point for any technical queries or issues.
• Plays a key role in developing a new Target Operating Model to enable the team to scale rapidly identifying options for on, near and offshore.
• Identifies team development gaps and opportunities to drive continuous learning and improvement.
• Working with, and leading Isio colleagues responsible for consulting, implementing, configuring/building, testing and administering the platform.
• Providing methodology and appropriate standards for User Acceptance Testing and coordinating issue resolution.
• Developing and mentoring junior colleagues.

What We’re Looking For

• Skills
• 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.
• Behaviours & Competencies
• 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.

Why Join Isio

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 andour 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, to communicate with conviction, and to deliver advice that matters.

Here, growth brings opportunity - more responsibility, more clients, and work that stretches and develops you. We invest in training and development so you can expand your skills and explore different career paths across diverse markets to make your mark. Isio is a place to realise your potential and build a career with impact. You can find out more about Isio and the benefits we offer on our career's website Isio - Careers & Benefits.

About Isio

A progressive advisory firm, partnering with clients of all sizes to deliver expertise in pensions, employee benefits and wealth advisory services.

Working with pension trustees, employers, individuals, families and their offices, we are supported by talented colleagues across 10 UK offices. With a Big 4 heritage we combine a strong focus on quality with a fresh perspective challenging traditional thinking.

Our culture shapes our work; we foster a supportive environment where we develop our people to grow and fulfil their potential. We invest in our services, products and technology, and provide clear, expert solutions for our clients. This brings clarity, confidence, and better outcomes for everyone.

At Isio, we are committed to fostering an inclusive, equitable and diverse workplace, in which our colleagues feel they belong, regardless of background or difference. We uphold the values of respect, fairness, and inclusion in our actions and decisions. We believe that by adhering to these principles, we will create a stronger, more innovative, and supportive environment for all, as well as ensuring that the advice and support we provide to our clients is more creative, more insightful and leaves a lasting impact.

We can offer a hybrid, flexible approach to work, supporting a work-life balance that works for you. Isio Group is an equal opportunities employer, and we welcome applications from all suitably qualified candidates.

If you think you may require a reasonable adjustment to be made for any reason at any stage of your recruitment process, please ask us [e-mail]