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Service Delivery Manager
Location: Middlesbrough
Employment Type: Permanent, Full Time
Grade: Senior Consultant
Hybrid
REQ002794
About XPS Group
XPS Group is a prominent and growing UK consultancy and administration firm within the pensions and insurance sectors. As a FTSE 250 company with over 2000 employees, we leverage expertise alongside advanced technology to serve over 1,400 pension schemes and their sponsors. Our goal is to foster a workplace where diverse talents thrive.
About the Role
This is a hybrid/remote role with an office presence expected twice a week. The Service Delivery Manager ensures efficient pension administration for assigned clients, maintaining service levels, compliance, and client satisfaction. This role leads cross‑functional teams, drives improvements, and manages key relationships to deliver high‑quality outcomes.
Key Responsibilities
- Assisting the Operations Manager with the management and delivery of pension administration services across Public Sectors schemes.
- Contribute to maintaining the high‑quality standards required within the company and seek continually to enhance the quality long term sustainability of the services provided to our clients across the business.
- Manage and continually develop the pension's administration capability by demonstrating positive leadership skills and actively mentoring Administration Managers when required.
- Actively contribute to the attraction, training and retention of employees by recruiting appropriately; and motivating, rewarding and developing existing employees. Manage HR issues and coordinate administration resources.
- Develop the commercial aspects of the function, involving Administration Managers in tendering and client facing work, billing effectively for value added to clients, and ensure that profit is delivered. Participate in on‑going detailed analysis of the efficiency of our systems and processes.
- Assisting on tendering processes, creating responses to tenders and leading the administration aspects of full‑service tenders.
- Conduct client assignments such as, project work, client relationship management etc.
- Assist on strategic business change and effectively manage the implementation of new practices and processes.
- Contribute to business wide process and systems change.
Your Profile
Essential:
- Previous experience as a successful pension professional, you will have a strong track record in managing, developing and delivering pensions administration services.
- The successful candidate must be able to demonstrate a very thorough knowledge of technical pension administration activities and the ability to apply this knowledge to any scheme.
- Experience of operating within and contributing to a compliant framework, and a strong understanding of quality standards.
- Previous line management experience is required, including appraisal process, HR issue management, performance management and recruitment related activities.
- IT proficient, in particular Microsoft Word, Excel, Outlook & PowerPoint.
- Proven leadership proficiency - both mentoring and motivating.
- Interpersonal and communication skills required to inspire, motivate, lead and manage a diverse team of professionals from trainee to senior consultant levels.
- Resilience and the ability to work under pressure.
- Strong numerical, analytical and problem‑solving capabilities.
- Being a good and enthusiastic team player.
- Confidence in dealing at board room level and have a creative and forward‑thinking approach.
Qualifications:
- APMI qualification (or applicants deemed 'qualified by experience would be considered)
Desirable:
- Knowledge of Public Sector schemes is desirable but not essential.
- Previous experience is desirable in all areas of the new business lifecycle including formulating and writing proposals, preparing and delivering clients pitches and subsequent client negotiations.
What We Offer
Enjoy a competitive salary, annual discretionary bonus, and 25 days' holiday with buy/sell flexibility. Benefits include pension matching, healthcare plans, life assurance, and retailer discounts. We support our team with a flexible benefits scheme, employee assistance, and digital GP service. Participating in volunteering events is encouraged with paid volunteer days available. Referral bonuses are offered for introducing suitable candidates to XPS.
How to Apply
Interested candidates should submit applications via Apply Now option or contact recruitment@xpsplc.com for more information. Join XPS Group and contribute to a dynamic and inclusive workplace.
Equal Opportunities Statement
XPS Group is committed to diversity and equal opportunities. We welcome applications from all candidates, irrespective of sex, race, disability, sexual orientation, religion, or belief. As a Disability Confident employer, we ensure accessible and supportive work settings for all employees.
Eligibility
Any employment offer made will be conditional upon you satisfying DBS Disclosure checks, Employment or educational references, Satisfactory credit checks and eligibility to work in the UK before an offer can be made. XPS Group is not able to provide sponsorship to employees.
Who Are We
To find out more please visit: www.xpsgroup.com
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