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Specialist - Service Delivery

Reporting to: Specialist - Service Delivery
Team: Automatic Enrolment
Contract type: Fixed-term 18 months
Salary: From £38,429 per annum
Location: Brighton
Closing date: Monday 25 November 2019

Job ref: 1616

TPR grade: 8 - Specialist

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 have a vacancy for an experienced Service Manager. The ideal candidate will be able to hit the ground running, providing Service Management oversight to our outsourced operation, ensuring they deliver a high-quality service which enables all employers to comply with their automatic enrolment duties and in accordance with the contract.

Ensuring operational and performance controls are in place, fit for purpose and accurately reported, and to act as lead on management of service incidents.
You will work closely with colleagues from the various service areas in TPR as well as with our third-party supplier to create effective relationships to manage the service. 


  • Ensure our third-party supplier deliver a high-quality service which enables all employers to comply with their automatic enrolment duties and in accordance with the contract.
  • Act as operational lead for services delivered by our third-party including customer support and compliance and enforcement.
  • Ensure the operational and performance controls are robust, fit for purpose, accurately reported and reach the required quality level, and there is evidence that service risks and issues are managed effectively.
  • Review operational MI to identify trends and provide a holistic view of the service performance and use this information to provide robust challenge.
  • Lead on management of service incidents and point of escalation for service issues and complaints.
  • Be responsible for identifying cost-saving opportunities and resource efficiencies, driving through process improvements and design changes.
  • Manage senior stakeholders in TPR and our third-party, demonstrating control over the delivery of contracted services.

Essential and desirable criteria


  • Professional and applied knowledge of contract and service management.
  • Understanding and interpreting contractual requirements.
  • Experience of managing key performance indicators (KPIs) and service level agreements (SLAs) in a commercial environment.
  • Experience of managing external suppliers and internal stakeholder relationships.
  • Ability to analyse data and spot emerging trends to influence change.
  • Contract management, including managing performance, service and incident management.
  • Proactive, self-motivated and ability to work autonomously and where appropriate make decisions on behalf of the operation.
  • Ability to understand and interpret complex information.
  • Role will require regular travel to Birmingham / Reading.


  • Understanding of the automatic enrolment regulations.
  • Experience of working with outsourced customer support operations.

Person specification

  • Ability to manage complex service activity in a supplier facing role.
  • Excellent communication skills: verbal and written.
  • Excellent negotiating skills, being able to influence outside of line management structure.
  • Proven track record of managing change, both personally and supporting others.

Salary and benefits

As well as a starting salary of £38,429, 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.

TPR 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 black, Asian, and minority ethnic (BME) and lesbian, gay, bisexual, and transgender (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 and a covering letter, with details of how your experience and skills meet our essential criteria to recruitmentteam@tpr.gov.uk.

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 recruitmentteam@tpr.gov.uk.