Service Delivery Manager
- Perth, Perth and Kinross
- Permanent
- Full-time
Employment Type: Permanent, Full TimeGrade: Senior ConsultantHybrid/Remote#li-remoteXPS are seeking a skilled Service Delivery Manager to lead the delivery of high-quality pension administration services. Managing client relationships, driving operational excellence, and mentoring teams across complex schemes. With deep technical pensions knowledge and proven leadership, you'll balance quality, efficiency, and long-term sustainability. Ideal candidates are commercially astute, people-focused, and thrive in a dynamic, client-centric environment.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 once every 2 or 3 weeks. 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:
- Support the Operations Manager in delivering high-quality pension administration services across the business.
- Balance quality, profitability, and long-term sustainability in all service delivery efforts.
- Lead and mentor Administration Managers to strengthen team capability and performance.
- Drive recruitment, training, and retention strategies while managing HR matters and resource planning.
- Enhance commercial outcomes through client engagement, effective billing, and process efficiency.
- Manage client assignments, including project delivery and relationship management.
- Lead and support strategic business change initiatives and process improvements.
- Contribute to company-wide systems and operational enhancements.
- Proven experience in pensions administration leadership roles
- Strong technical knowledge across DB, DC, CARE, and hybrid schemes
- Demonstrated ability to lead, mentor, and manage teams
- Excellent communication and interpersonal skills
- Strong organisational, analytical, and problem-solving skills
- Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint
- A Level or Degree (or equivalent) education
- Minimum grade B in GCSE Maths and English (or equivalent)
- APMI qualification or equivalent experience
- Experience with public sector pension schemes
- Involvement in new business lifecycle (proposals, pitches, negotiations)
- Confidence in board-level engagement and strategic thinking