About the job

Job summary

Service Delivery Manager (PDP)
c. £67,500 per annum
Bedford Based (occasional travel to London)
Hybrid Working
Permanent

“This is an exciting time to work in the Pensions Dashboard Programme at Money and Pensions Service (MaPS), which has been formed to make Pensions Dashboards a reality for people in the UK. We’re creating something that will change the pensions landscape and the experiences people have with their pensions.”

 

 As a Service Delivery Manager, you will be joining the PDP Service Management Team who are responsible for the Service/Operational management of third-party IT/Digital contracts ensuring suppliers deliver against contracted deliverables.

 

By establishing and embedding a comprehensive performance management framework, you will take overall responsibility to maintain, track, monitor, identify and address issues to ensure compliant delivery of the organisations agreed objectives, a role where you will need to have strong leadership and influencing skills.

Job description

Here is an insight to the Pensions Dashboard Programme: 

Pensions dashboards will enable people to access key information about all of their UK pensions, private and State, in one place online, revolutionising how people engage with their pensions throughout their lives. Enabling the delivery of pensions dashboards will require up to 52m adults in the UK to be connected with up to around 43,000 pension providers and schemes to search for their pensions.

Development work by industry has already taken place, as a concept. The goal is now to turn it into a delivery solution for the benefit of UK citizens. MaPS has created a Pensions Dashboards Programme (PDP) which will be responsible for delivering the digital architecture and governance framework that will allow multiple parties to be connected as part of the pension’s dashboards ecosystem. This hugely significant development has the potential to improve the financial wellbeing of millions of people.

The programme is comprised of an Industry Steering Group and a supporting Programme team within MaPS. The Programme is working in close partnership with DWP, TPR and FCA who all have related delivery responsibilities. Industry has had, and will continue to have, a crucial role to play in designing and developing the necessary components to make pensions dashboards possible.

In this role you will be responsible for the following;

• Build collaborative relationships with stakeholders across business, operational and delivery areas acting as a ‘trusted advisor’, aligning on recommendations, providing guidance on feasible solutions, resolving issues, influencing ops readiness approach, without impacting delivery or compromising Service Acceptance.
• Effective operational contract management of third-party IT/Digital Pension Dashboard agreements ensuring the suppliers deliver against contracted deliverables.
• Completion of and adherence to Operational Contract Management Plans for services in the portfolio.
• To be a key interface between MaPS and the suppliers for delivery issues and relationship management to ensure efficient achievement of agreement objectives.
• To establish and maintain a comprehensive Performance Management Framework that delivers; effective contract & operational management, performance, VFM and business intelligence, as well as compliance with MaPS and regulatory requirements.
• Planning, tracking and monitoring progress and identifying and addressing any issues to ensure effective and compliant delivery of the organisation’s agreed objectives. Resolving any complex issues over performance internally or with delivery suppliers.
• Detailing and reporting on exceptions and risk to the formal contract/portfolio review meeting, including any agreed or non‐agreed rectification actions. As a lead member of the contract review meeting the post holder will present the issues and make recommendations to the Senior Contract Manager.
• Responsible for ensuring that contracts remain fit for purpose by identifying and responding to issues that require contract variations to be instigated, including policy or delivery changes, evaluating business cases, and instigating the contract variation process as required in conjunction with the Commercial team.
• Manage spend in line with budget, minimising variance and capturing financials in a compliant manner. Ensuring timely and accurate payment aligned with agreement schedules.
• Designing, monitoring, and reporting on KPIs, SLAs and other operational and quality metrics.
• Ensuring a quality assurance approach for systems, processes, management controls, people and policies is in place and fully optimised to meet current and future demands in the most effective and efficient way.
• Development and management of relationships with current and future suppliers and to build partnerships across services and sectors.
• Agility to both react and be proactive where opportunities to improve existing services and agreements arise.

Person specification

You will need to demonstrate the following skills and experience;

• You can demonstrate experience working in Agile, and an awareness of Agile tools and how to use them. You can advise colleagues on how and why Agile methods are used and provide a clear, open and transparent framework in which teams can deliver.
• We want you to be experienced and comfortable in developing, shaping, and delivering effective Service Management policies and solutions. You will have delivered large initiatives from start to finish and experienced all phases of the delivery lifecycle, ideally in an industry sector or area relatable to core products and Services.
• Relevant experience of establishing and delivering operational contract management plans for complex IT delivery agreements in a programme setting.
• Proven service delivery operational delivery background - must include optimising supplier performance.
• Strong and effective leadership, interpersonal and communications skills in a pressured service delivery context.
• Ability to lead complex meetings and confidently work with internal and external colleagues and senior stakeholders to generate and develop solutions.
• Strong relationship influencing and negotiation skills, able to challenge constructively and drive fundamental shifts in existing beliefs and behaviours to deliver positive change.
• Proven expertise at influencing and engaging senior and operational stakeholders, both internally and externally.
• Strong project delivery expertise, including risk management, reporting and financial controls.
• Ability to analyse complex data, draw insight conclusions, produce reports and make recommendations to senior stakeholders and decision makers.
• Strong analytical skills with an understanding of the important drivers of advice quality, financial performance and client outcomes. Skilled at identifying opportunities for improvement and efficiencies, and at implementing processes that promote productivity and quality.

Candidates are required to have an ITIL V4 foundation qualification as a minimum.

Benefits

At the heart of the Money and Pensions Service are our values – caring, connecting and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people in and around Bedford to come and work for us, but we need people who align themselves to our values: -

• Caring
  We care about our colleagues and people whose lives we are here to transform.
• Connecting
  We will transform lives through our ability to make positive connections.
• Transforming
  We are committed to transforming lives and make a positive societal impact.

About MaPS

At MaPS, we help people – particularly those most in need – to improve their financial wellbeing and build a better, more confident future. Working collaboratively across the UK, we make sure customers can access high-quality money and pensions guidance and debt advice throughout their lives, however and whenever they need it.

Our inclusive working environment

By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds.

We work hard to ensure that we have a progressive approach to inclusion, equity and belonging.  We really do want our colleagues to “bring their whole selves to work.”

By way of brief example, we have an enviable ethnic diversity mix, equal gender balance with a zero mean gender pay gap and thriving colleague and ally networks, including LGBTQ+, neurodiversity, women’s health, men's health, ethnicity, and diversity.

 

What Money and Pensions Service can offer you?

• Generous Annual Leave – 30 days plus Bank Holidays
• Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
• Interest-free loan to help you buy season tickets for buses and trains
• Cycle to work Scheme
• Subsidised eye test & flu jabs
• Life assurance scheme
• Give as you earn scheme
• Employee assistance programme (EAP)
• PAM Assist and PAM Life scheme (Wellbeing)
• Enhanced family and sick pay
• Paid volunteering (2 days a year)
• Recognition Scheme
• Discounts portal to numerous retailers

 

At MaPS, we take pride in our flexible approach to work.  Most of our roles can operate on a hybrid basis with a minimum of 2 days in the office per week. Hybrid working is a voluntary, noncontractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs, but personal and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

 

Job Reference: MaPS00528

Close Date: 17/12/2023

Things you need to know

Selection process details

Please submit an application via the link ensuring there is clear evidence in your CV and Cover letter relating to the person specification section of the advert.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.