About WMPF
WMPF is one of the UK’s largest pension funds providing local authority pension benefits for employees across the West Midlands. We manage and administer the pension interests of over 330,000 scheme members, 800+ employers and currently have over £21 billion in assets under management.
What the day will look like
As Service Operations Lead, you’ll play a central role in ensuring the smooth, secure and efficient delivery of IT services that support the Fund’s operational and strategic objectives. Working closely with internal teams, suppliers and stakeholders, you’ll lead a proactive service management function focused on reliability, resilience and continuous improvement.
Your day could include overseeing service performance, leading major incident resolution, managing supplier relationships, improving operational processes and supporting the successful transition of new services into live operation. You’ll also provide leadership to the Service Operations team, helping to build a collaborative, customer‑focused and high‑performing culture.
Responsibilities
* Leading the day‑to‑day delivery and continual improvement of IT service operations across the Systems function
* Managing and developing ITIL‑aligned processes including incident, problem, change, service request and service level management
* Building and maintaining a comprehensive Service Catalogue to ensure services are operationally ready and effectively supported
* Monitoring service performance against SLAs, OLAs and KPIs, identifying opportunities for improvement and reducing operational risk
* Coordinating the response to major incidents and ensuring timely resolution, communication and root cause analysis
* Driving proactive problem management and continual service improvement initiatives
* Supporting effective change and release governance to minimise disruption to live services
* Managing operational relationships with third‑party suppliers and key stakeholders, including the Pension Administration provider and City of Wolverhampton Council interfaces
* Producing clear service performance reporting and operational insights for senior management
* Leading, coaching and developing the Service Operations team to deliver excellent customer‑focused outcomes
* Ensuring compliance with governance, information security and regulatory requirements within a regulated environment
About you
We’re looking for an experienced IT service management professional with a strong background in leading operational service delivery within a medium‑to‑large or regulated environment. You’ll bring excellent leadership, stakeholder management and problem‑solving skills, alongside a passion for service excellence and continual improvement. You’ll be confident managing competing priorities, influencing others and driving positive change across teams and suppliers.
Benefits
You will receive a generous holiday entitlement (starting with 26 days a year plus bank holidays). We usually work two days a week in the office and three from home. Other benefits include an employee awards scheme, on‑the‑job development with comprehensive study support for professional exams, formal education and structured training, and opportunities for advancement within a growing organisation. We are accredited by PASA, Investors in People, and are working towards a Smart Award to underline our commitment to diversity and inclusion.
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