Senior Service Delivery Manager

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.
The Senior Service Delivery Manager will be a key partner and own the day-to-day, as well strategic, relationships with internal teams and customers, ensuring consistency in engagement across the business and presenting metrics to demonstrate the successful delivery of services.
As the Senior Service Delivery Manager, you will also manage significant outages and provide problem management. You will work closely across the Technology function to ensure successful delivery of services to the business and help shape the operating model. You will also pick up feeds from numerous sources, with the aim of putting in place continual improvements. You will implement best practices while ensuring these are aligned to new ways of working. You will assist with coaching to ensure successful development within the team.
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 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 and risks identified.
+ Understand and identify business challenges and be accountable for developing strategies and solutions to deliver added value to the business.
+ Be accountable for ensuring ITSM processes are being reviewed, followed and KPIs are produced to show CSFs are being met.
+ Own communications and information for all related digital and technology activities to the business.
+ Own the relationship between the business area & 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 IT Service Reviews are conducted with the business, ensuring reporting is at a level to demonstrate service performance.
+ Responsible for ensuring a highly collaborative relationship with other departments and teams.
+ Accountable for ensuring continuous improvement activities are tracked and owners identified to work collaboratively with the team to implement.
+ Accountable for ensuring emerging and recurring problems are identified, communicated, and resolved.
+ Accountable for ensuring root cause analyses are performed to minimise the adverse impact of incidents caused by problems within the IT infrastructure.
+ Responsible for coaching members within the team and ensuring their development allows them to progress.
+ Responsible for identifying costs saving activities and ensuring these are actioned and savings tracked., 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).
Whilst it is our aim to respond to all applicants, if you have not heard from us within 21 days of the advert closing, please assume you have been unsuccessful on this occasion. Specific feedback will only be provided if you have attended an interview or assessment.
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
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

+ Proven experience of being able to understand and identify business challenges and be responsible for developing strategies and solutions to deliver added value to the business.
+ Experience of aligning ITSM processes with new ways of working; preferably using Value Stream Mapping within Service / Platform Engineering teams.
+ Strong communication skills and the 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.
+ 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
+ Leadership skills

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 Family Network (Balance), Disability Network, LGBT+ Network (Proud), Minority Ethnic Network, Mental Health 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.

£55,504 - £63,213
Salary between £55,504 and £63,213 per annum dependent on skills and experience, plus excellent benefits package
A Civil Service Pension with an employer contribution of 28.97%
GBP, Alongside your salary of £55,504, Pensions Regulator contributes £16,079 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
Salary and benefits
As well as a salary between £55,504 and £63,213, 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.