Service Delivery Manager

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.

Location: Middlesbrough

Employment Type: Permanent, Full Time

Grade: Senior Consultant

Hybrid: Hybrid (office presence expected twice a week)

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.

• Assisting the Operations Manager with the management and delivery of pension administration services across Public Sector schemes.
• Contribute to maintaining high‐quality standards required within the company and continually enhance the quality and long‐term sustainability of services provided to our clients.
• Manage and continually develop the pension's administration capability by demonstrating positive leadership skills and actively mentoring Administration Managers when required.
• Actively contribute to attracting, training and retaining employees by recruiting appropriately; 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 profit is delivered. Participate in ongoing detailed analysis of the efficiency of systems and processes.
• Assist in tendering processes, create responses to tenders and lead 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.

• Previous experience as a successful pension professional with a strong track record in managing, developing and delivering pension administration services.
• Demonstrate thorough knowledge of technical pension administration activities and ability to apply this knowledge to any scheme.
• Experience operating within and contributing to a compliant framework, with a strong understanding of quality standards.
• Previous line management experience including appraisal process, HR issue management, performance management and recruitment activities.
• IT proficiency, particularly Microsoft Word, Excel, Outlook & PowerPoint.
• Proven leadership proficiency – both mentoring and motivating.
• Interpersonal and communication skills to inspire, motivate, lead and manage a diverse team of professionals from trainee to senior consultant levels.
• Resilience and ability to work under pressure.
• Strong numerical, analytical and problem‐solving capabilities.
• Enthusiastic team player.
• Confidence in dealing at board‐room level and a creative and forward‐thinking approach.

• APMI qualification (or applicants deemed 'qualified by experience' will be considered).

• Knowledge of Public Sector schemes.
• Experience in all areas of the new business lifecycle including proposing, writing proposals, preparing and delivering client pitches and subsequent client negotiations.

• Competitive salary, annual discretionary bonus and 25 days' holiday with buy/sell flexibility.
• Pension matching, healthcare plans, life assurance and retailer discounts.
• Flexible benefits scheme, employee assistance and digital GP service.
• Participation in volunteering events encouraged with paid volunteer days available.
• Referral bonuses for suitable candidates.

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.

Any employment offer will be conditional upon satisfying DBS Disclosure checks, Employment or educational references, satisfactory credit checks and eligibility to work in the UK. XPS Group is not able to provide sponsorship to employees.