Job ref: 178793
TPR grade: TDD 8 - Specialist
About us
More than half the UK working population rely on The Pensions Regulator (TPR) to regulate their retirement savings. With a career at TPR, you’ll be joining an organisation that will impact on millions of lives for decades to come.
Everyone at TPR plays an important role in helping to keep more than £2trn of savings safe. We’re committed to bringing people into TPR who are ready to make a difference and put UK savers at the heart of what we do.
It is important to us that TPR remains a great place to work. We do all we can to help our people reach their full potential with learning, secondment, and development opportunities. We put our 900+ employees first, supporting flexible working and offer a diverse, lively, and inclusive environment. This includes our Disability Network, Family Network, LGBT+ Network (Proud), Minority Ethnic (ME) Network and Women’s Network, which offer spaces to connect.
Our new corporate strategy outlines a bold and challenging vision of how pensions regulation should evolve to keep pace with a change in the scale and nature of the industry. We are at the start of that journey. Join us to find out what part you can play.
We operate a hybrid working model, with regular attendance in our Brighton office to connect with colleagues across the business.
Role
We are going through a period of transformation within our Digital, Data and Technology (DDaT) teams which will make a positive impact to TPR, the industry, and savers across the UK. Our Service Delivery Team is critical in delivering services to our customers quickly and efficiently.
Our Service Delivery Manager will coordinate resources, ensure quality standards are met, and develop and implement improvements to existing service delivery processes. They will manage the daily relationships within the business area and monitor customer satisfaction levels. They will conduct service reviews with the business area and identify activities for continuous improvement.
As Service Delivery Manager, you will ensure the successful delivery of services to our customers, providing guidance, support and direction to the service teams to meet agreed targets and customer expectations. You will be responsible for the successful management of service levels and quality of service, ensuring that customer SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) are met, while ensuring that services are delivered in the most efficient manner possible. In addition, you will develop and build strong customer relationships and ensure that customer satisfaction is maintained.
We will also provide you with support and further training to keep you up to date with the newest technologies to develop your skills further.
Responsibilities
- Be responsible for maintaining business relationships as well as the delivery and reporting of services.
- Understand and identify business challenges and be responsible for developing strategies and solutions to deliver added value to the business.
- Take ownership of ITSM processes; ensure these are reviewed, promoted, and being followed.
- Own communications and information for all related digital and technology activities to the business.
- Own the relationship between the business area and DDaT, ensuring that the services are delivered to the required standards. Provide advice and guidance and be a key point of escalation for service issues.
- Responsible for ensuring a highly collaborative relationship with other departments and teams.
- Take responsibility for Identifying activities for continuous improvement and work collaboratively with the team to implement.
- Responsible for ensuring root cause analyses are performed to minimise the adverse impact of incidents caused by problems within the IT infrastructure.
- Responsible for Identifying areas for cost savings.
- Take an active approach to personal development and ensure this is discussed regularly with your line manager.
Essential and desirable criteria
- Previous experience as a Service Delivery Manager in an IT department with experience of owning the business relationship.
- Strong communication skills and the ability to communicate with people at all levels.
- Ability to influence and challenge constructively with people at all levels.
- Experience of leading service reviews and translating metrics into meaningful insights with the business areas.
- Working collaboratively within an ITSM team to ensure Continuous Improvements are identified and owners assigned to activities ensuring progress is being made.
- Proven understanding and working experience of ITSM frameworks and core processes; preferably ITIL4.
Person specification
- Proactive and flexible.
- Negotiating skills.
- Problem solving and analytical skills.
- Communication skills at all levels.
- Excellent customer service.
Salary and benefits
As well as a salary between £47,040 and £53,573, we offer:
- Civil Service Pension arrangements, which are recognised as some of the best in the pensions world
- discretionary bonus arrangements
- access to performance related pay progression
- 25 days annual leave provision
- flexible working arrangements
- development opportunities
- enhanced parental leave arrangements
- a free employee assistance programme
- an excellent office location in Brighton
How to apply
To apply please email recruitmentteam@tpr.gov.uk quoting role reference number 178793 along with:
- a covering letter with details of how your skills and experience meet the role requirements
- a copy of your CV
- details of your notice period
Current TPR employees in their first 12 months of employment who want to apply for this vacancy should first contact their line manager to discuss their application.
We are an inclusive employer and offer equal opportunities regardless of an individual’s age, disability, gender identity, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex and sexual orientation.
As a Disability Confident employer, we’re committed to the recruitment, employment, retention and development of people with disabilities and to improving their employment opportunities. Candidates who declare that they have a disability and who meet the essential criteria for the job will be offered an interview.
Applications will be considered on a part time and job share basis.
In accordance with Home Office guidance, the successful candidate will be required to provide their right to work in the UK before they start employment. Unfortunately, TPR is not able to offer sponsorship at the time. TPR is a UK-based organisation with a working location in Brighton, candidates must live in the UK to be employed by us.
The Pensions Regulator is an arm’s length government body and part of the public service.
Any offer of employment will be subject to the receipt of satisfactory background screening checks and criminal record checks (BPSS).
If you have any queries about this role, or if you have a disability and wish to request a reasonable adjustment at any stage of the recruitment process, please email recruitmentteam@tpr.gov.uk.