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Service Delivery Manager

Reporting to: Principal - IT Service Desk
Team: Corporate Services
Contract type: Permanent
Salary: From £44,969 per annum
Location: Brighton
Closing date: Monday 17 August 2020

Job ref: 1864

TPR grade: 7

About us

The Pensions Regulator (TPR) is responsible for protecting workplace pensions in the UK, working with employers and those running pensions to help people save safely for their retirement. We have an excellent office location in the heart of Brighton and have a diverse, lively and professional growing workforce.

We are committed to making TPR a great place to work and doing all we can to support our people to reach their full potential. Join our expanding team for the chance to be a part of the biggest change to pensions in a generation.


We’re looking for a Service Delivery Manager to:

  • manage the relationship between parts of the Business and IT, ensuring that the service is delivered to the required standards
  • provide advice and guidance and be a key point of escalation for service issues
  • perform IT service reviews with the allocated directorates, ensuring reporting is at a level to demonstrate service performance
  • manage internal and external suppliers to ensure successful delivery of services
  • take ownership of the asset and configuration processes and other as required


  • Previous experience as a Service Delivery Manager in an IT department with experience of managing business relationships and ITIL processes.
  • Be an ambassador for IT within TPR, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between directorates.
  • Understand and identify business challenges and develop strategies and solutions to deliver added value to the business.
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
  • Be accountable for the quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
  • Strong communication skills and the ability to communicate with people at all levels of TPR.
  • Ability to influence and challenge constructively with people at all levels of TPR.
  • Able to work under own initiative, with minimal supervision.

Essential and desirable criteria


  • Previous experience as a Service Delivery Manager in an IT department with experience of managing business relationships and ITIL processes.
  • ITIL qualified and demonstrable success in applying ITIL disciplines.
  • Understanding of technical principals.
  • Evidence of broader IT knowledge to be able to work closely with technical areas.


  • Aligning ITIL processes with DevOps

Person specification

  • Proactive and flexible.
  • Ability to prioritise and use initiative.
  • Negotiating skills.
  • Problem solving and analytical skills.
  • Attention to detail and accuracy.

Salary and benefits

As well as a starting salary of £44,969 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

We provide an exciting, supportive and flexible working environment, and are committed to helping our people meet their full potential.

The Pensions Regulator is an inclusive employer and offers equal opportunities to all 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. TPR welcomes applications from the BME and LGBT communities who are currently under represented at TPR.

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.

Please send your CV to along with a covering letter, quoting ref 1864 with details of how your experience and skills meet our essential criteria and details of your notice period.

If you have any enquiries with regards to this role or if you have a disability and wish to request a reasonable adjustment at any stage of the recruitment process, please email