Service Performance & Improvements Partner

Location: London or Watford (Hybrid working options available)

Reporting into the Head of Technology Platform, the Service Performance & Improvement Partner will act as the primary governance liaison between Canada Life UK IT (representing Canada Life UK Line of Business) and the Central Technology Services Business Partner, along with supporting Engineering Managers manage critical service providers. Accountable for building and maintaining a strong, trusting relationship with both the service integrator and external service suppliers. Aligned to over £20m annual IT spend, the role holder is accountable for ensuring alignment with business objectives while maintaining service quality and compliance with contractual terms and obligations, agreed service levels and quality standards. Assuming responsibility for ensuring customer satisfaction, optimising service delivery, driving continuous improvement and supporting the organisation’s strategic objectives by delivering value through effective service management, and reliable and high-quality IT services. Tracking and evaluating performance against SLAs and KPIs, the role holder will provide oversight to Senior Management to assist in proactive management of service providers, business decisions, and prioritisation of service impacting work deliverables.

Duties/Responsibilities

• Primary governance liaison between IT and the central shared service team - building strong, trusting relationships that ensure IT service alignment with organisational needs.
• Monitor and enforce SLAs, KPIs, and contractual terms - utilising the supplier’s service catalogues - ensuring accountability for delivering services in line with agreed-upon standards and contractual obligations.
• Provide expertise on service governance, vendor oversight, and contractual compliance to ensure optimal service value.
• Facilitate structured governance reviews, ensuring compliance with service catalogues, contractual obligations and continuous service improvement benefits.
• Support issue resolution and escalation processes, collaborating with internal stakeholders, CL UK IT teams, and the service provider.
• Analyse service performance data to provide insights and recommendations that drive service improvements and risk mitigation.
• Work closely with IT & Business leadership to maintain visibility of service impacts and identify strategic improvements.

Skills, Knowledge and Experience

• Strong experience in IT service delivery and governance, preferably within a post-outsourcing, BAU operational framework.
• Deep understanding of commercial contract management, including compliance, risk mitigation, and vendor accountability.
• Proficiency in ITIL and/or other service management methodologies.• Proven ability to navigate complex service relationships in a structured, governance-driven environment.
• Ability to tailor communication depending on audience• Excellent stakeholder engagement skills, with experience working between business units, IT service teams, and vendors.
• Engages stakeholders proactively, ensuring accountability and alignment between business IT and the shared service• Analytical and data-driven mindset with the ability to interpret service trends and identify actionable improvements.• Mentorship & Collaboration: Engages with business IT teams to strengthen governance capabilities and foster professional growth.
• Process Improvement Leadership: Identifies opportunities to refine service oversight mechanisms and shares insights to drive operational excellence.
• Adaptability & Growth: Demonstrates a commitment to professional development, staying ahead of industry trends and evolving governance practices.
• Supplier Management Leadership: Assist and guide IT Engineering Management with regards to critical supplier management, service reviews and due diligence