Service Delivery Manager

Nest Pensions; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Nest Pensions is seeking a Service Delivery Manager on a 12-month fixed term contract to oversee service delivery in a complex outsourced environment, ensuring performance remains strong and customer outcomes stay front and centre.

You will lead with analysis, stakeholder management and collaborative governance across Nest and the Scheme Administrator, driving improvements and shaping operational change.

Qualifications

• Operational service management experience in regulated/outsourced environments.
• Ability to review management information, identify trends and risks.
• Understanding of pensions, scheme administration or financial services.

Responsibilities

• Lead service delivery in a complex outsourced environment to ensure performance remains strong.
• Collaborate with Nest and the Scheme Administrator to resolve issues and drive improvements.
• Use data insights to assess performance, identify risks, and shape operational change.

Skills

Operational service management

Data analysis

Pensions knowledge

Stakeholder management

Problem solving

Communication

Job description

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.

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.

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 anexpectationto 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

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 the UK somewhere to save, our first-class responsible investment practice and governance are the backbone of what we do, supported by all the functions you'd expect to find in a thriving business. We're committed to creating a workplace where you can be your authentic self and offer an inclusive and flexible working environment.

Diversity, Equity and Inclusion

Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of theirage, disability, gender identity, marital status, national origin, pregnancy or caring responsibilities, race, religion/belief, sex, sexual orientation or socio economic background.

We also recognise the importance of diversity of thought and other forms of neurocognitive variation.

Nest is a Disability Confident Leader, which is the highest level of the Disability Confident Scheme. If you have a disability, please declare that you're applying through the scheme. We aim to offer an interview to those applicants who apply through the Disability Confident Scheme and best meet the minimum criteria. However, there may be some circumstances where this is not possible due to the volume of applications.

Please note that this advert may close early if we receive a sufficient number of satisfactory applications.