Post Connections Operational Lead in Bedford

Post Connections Operational Lead

£85,000 per annum

Bedford

Permanent

Hybrid Working

Ready to make a real difference? Join us at the Money and Pensions Service (MaPS) as our Post Connections Operational Lead. This is your chance to play a meaningful role in helping people across the UK build stronger financial futures and to do it as part of a supportive, energetic team.

Why this role matters?

The Post-Connections Operational Lead is responsible for the operational performance and resilience of organisations once connected to the pensions dashboards ecosystem.

The role provides leadership across post-connection operations, with a particular focus on developing and maturing ecosystem-wide defect management processes, monitoring, observability and operational assurance. Working closely with the MoneyHelper Pensions Dashboards Service Team, the postholder will help ensure issues are identified, diagnosed and resolved effectively, improving service performance and user outcomes.

As the dashboards ecosystem evolves, the role will help shape the future post-connection operating model, developing new capabilities and adapting to emerging operational needs.

Key Responsibilities:

Defect and Problem Management

• Act as the senior operational owner for ecosystem-wide defect and problem management.
• Develop and mature robust defect management processes, including triage, investigation, escalation and resolution.
• Coordinate defect management activity across PDP, the MoneyHelper Pensions Dashboards Service Team, connected organisations and technology suppliers.
• Lead governance and reporting relating to defects, incidents and operational performance.
• Oversee root cause analysis and drive continuous improvement from lessons learned.
• Provide operational leadership during major incidents and service issues.

Monitoring and Service Assurance

• Lead the development of an ecosystem-wide monitoring and observability strategy.
• Work with the MoneyHelper Pensions Dashboards Service Team to establish service health measures, monitoring requirements and operational reporting.
• Develop dashboards and management information that provide meaningful insight into ecosystem performance.
• Identify monitoring gaps and drive improvements in the ability to detect and diagnose issues.
• Support the development of end-to-end service assurance capabilities.

Operational Leadership

• Act as the primary operational lead for organisations once connected.
• Monitor and improve the operational health of the ecosystem.
• Build strong relationships across connected organisations, suppliers and service teams.
• Provide insight and recommendations to leadership on operational risks, trends and opportunities.
• Lead the evolution of the post-connection operating model as service needs develop.

Line Management

• Line manage the Problem & Defect Manager.
• Set priorities and oversee delivery of defect management activities.
• Develop capability and promote continuous improvement within the team

You will need to demonstrate the following experience;

Essential

• Experience leading operational services in a complex digital environment.
• Strong experience of defect, incident or problem management.
• Experience developing monitoring, reporting or observability capabilities.
• Strong stakeholder management and influencing skills.
• Comfortable working with technical teams and suppliers to understand issues and drive solutions.
• Strong analytical and problem-solving skills.
• Able to work effectively in a changing environment and shape new operational capabilities.

Desirable

• Experience of large-scale digital services.
• Experience within pensions, financial services or similar sectors.
• Knowledge of service management, monitoring or observability frameworks.

About Us

The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.

At the heart of the Money and Pensions Service are our values – caring, connecting, and transforming, which are the foundation of our success. They permeate every area of our work and define all our business relationships and the way we work with each other. We’re not only looking for the best people to come and work for us, but we need people who align themselves with our values:

• Caring
  We care about our colleagues and the people whose lives we are here to transform.
• Connecting
  We will transform lives through our ability to make positive connections.
• Transforming
  We are committed to transforming lives and making a positive societal impact.

Our Inclusive Working Environment

By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.”

Our colleague and ally networks encompass LGBTQ+, neurodiversity, women’s health, men’s health, ethnicity, and diversity.

What We Offer

• Generous Annual Leave – 30 days plus Bank Holidays
• Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
• Interest‑free loan for season tickets for buses and trains
• Cycle to work Scheme
• Subsidised eye tests & flu jabs
• Life assurance scheme
• Give as you earn scheme
• Employee assistance programme (EAP)
• PAM Assist and PAM Life scheme (Wellbeing)
• Enhanced family and sick pay
• Paid volunteering (2 days a year)
• Recognition Scheme
• Discounts portal to numerous retailers

Flexible Working

At MaPS, we take pride in our flexible approach to work. As standard, we work on a hybrid basis with a minimum of 2 days in the office per month. Hybrid working is a voluntary, non-contractual arrangement and our headquarters in Bedford will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs, but personal and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

Career Development

In MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues. However, we do follow the Civil Service Commissioner recruitment principles, which means that you will be required to participate in a full, open, and fair process.

Reserve List

If you are successful at interview, we operate a reserve list where your details will be held for up to 6 months. Should a vacancy come available in that time with the same essential criteria, reserve list candidates will be offered that position with no further assessment required.

Job Reference: MaPS01329

Close Date: 18/10/2026

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