Service Delivery Manager

Role Overview

This is a 12-month fixed term contract.

This is an opportunity to play a central role in ensuring Nest’s pension scheme continues to deliver a reliable, high-quality service for millions of customers. As Service Delivery Manager, you’ll work at the heart of a complex outsourced operational environment, using insight, assurance and stakeholder management to make sure service performance remains strong and customer outcomes stay front and centre.

You’ll join a collaborative Service Delivery team with real influence across Nest and its Scheme Administrator, helping to resolve issues, identify improvements and shape operational change. It’s a role for someone who enjoys combining analytical thinking with relationship management, and who wants to make a tangible difference to the quality, resilience and effectiveness of a nationally important pension service.

The minimum criteria for this role are:

• Operational service management, experience overseeing service delivery in a regulated, outsourced or complex operational environment.
• Data analysis and assurance, the ability to review management information, identify trends, assess performance and draw out risks or improvement opportunities.
• Financial services or pensions knowledge, an understanding of pensions, scheme administration, customer operations or wider financial services would be highly valuable.
• Stakeholder and supplier management, confidence working with internal teams, senior stakeholders and third-party administrators to resolve issues and drive outcomes.
• Problem solving and judgement, the ability to assess urgency, cut through complexity, make sound decisions and escalate where needed.
• Communication and influencing, strong written, verbal, listening and presentation skills, with the ability to build trust and bring people with you.

Don't worry if you think you don't have all the key skills, it might be worth taking the few minutes to apply as we're good at spotting potential. At Nest, you’ll have access to a range of learning opportunities to learn, grow and build the skills you need to be successful in your role and career.
Please download a full job description to find a full scope, deliverables, experience and personal attributes required for this role.

Flexible and agile working
Everyone's personal situation is different.
To make the most out of hybrid working, we've introduced different ways of working, which include (subject to role requirements):

• hybrid of office (Canary Wharf, London) and home working (there will be an expectation to attend the office, once - twice a week, or more, as required)
• reduce or vary working hours
• reduce or vary the days worked
• work compressed hours
• job share

Click here to see the benefits we offer at Nest.
For more information about our recruitment process click here

Directorate/Department Overview
The Services and Solutions Directorate brings together technology, data, change, and operations to deliver efficient, resilient, and customer-focused services across Nest. Led by the Chief Technology and Operating Officer, the directorate plays a critical role in supporting millions of members and employers by ensuring excellent service delivery, driving business transformation, enabling data-driven decision-making, and providing the technology and operational foundations that underpin the organisation. Working collaboratively across a diverse range of specialisms, the directorate is focused on continuous improvement, innovation, and delivering solutions that help Nest achieve its strategic objectives while providing outstanding experiences for members every day.

Organisational Overview
Nest is an award-winning workplace pension scheme, the largest in the country.

Set up by the government to give every worker in the UK somewhere to save, our first-class responsible investment practice and governance are the backbone of what we do, supported by all the functions you’d expect to find in a thriving business. We’re committed to creating a workplace where you can be your authentic self and offer an inclusive and flexible working environment.

Diversity, Equity and Inclusion
Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of their age, disability, gender identity, marital status, national origin, pregnancy or caring responsibilities, race, religion/belief, ***, sexual orientation or socio economic background.

We also recognise the importance of diversity of thought and other forms of neurocognitive variation.

Nest is a Disability Confident Leader, which is the highest level of the Disability Confident Scheme. If you have a disability, please declare that you’re applying through the scheme.
We aim to offer an interview to those applicants who apply through the Disability Confident Scheme and best meet the minimum criteria. However, there may be some circumstances where this is not possible due to the volume of applications.
Please note that this advert may close early if we receive a sufficient number of satisfactory applications.

If you have any difficulty in sending your application or need the application pack in an alternative format, or you require any reasonable adjustments please contact: .uk.