Location: National with 4 days per month in Bedford
Role
As Head of Service Operations, you will lead the day-to-day running of the Pension Data Platform.
Reporting to the Service Owner, you will be accountable for the stability, performance and integrity of the live service, ensuring it operates reliably at scale across a complex ecosystem of providers and suppliers.
You will act as the critical interface between technical delivery, suppliers and the pensions industry, translating technical complexity into effective operational delivery.
What you will be responsible for
- Live service operations – ensuring consistent performance against agreed service standards and KPIs
- Incident leadership – acting as senior escalation point for major incidents, coordinating rapid resolution and clear communication
- Service performance & insight – establishing metrics, dashboards and reporting to monitor system health and drive improvement
- Provider onboarding – leading the end-to-end process for organisations connecting to the platform
- Ecosystem operations – managing day‑day relationships with pension providers and supporting effective participation
- Supplier management – acting as an intelligent customer, overseeing delivery across internal and third‑party suppliers
- Operational readiness – ensuring the service and ecosystem are prepared for releases, updates and scaling
Your impact
You will play a central role in ensuring the Pension Data Platform:
- Operates reliably and securely at national scale
- Supports smooth onboarding and participation across the industry
- Responds effectively to incidents and operational risks
- Delivers a high‑quality, trusted service for users and providers
Who we’re looking for
You will bring strong operational leadership and the ability to run complex, high‑profile services in live environments.
- Leading large‑scale, high‑availability digital services in operation
- Working within regulated environments (ideally financial services or pensions)
- Managing complex supplier ecosystems as an intelligent customer
- Leading incident and problem management in multi‑supplier environments
- Calm, decisive leadership under pressure
- Strong analytical capability, using data to drive improvement
- Excellent stakeholder management across industry, suppliers and internal teams
- Ability to translate technical issues into clear operational impact
- Strong judgement on risk, resilience and service performance
This is a rare opportunity to operate a national digital infrastructure at scale.
You will play a critical role in ensuring pensions dashboards delivers on its promise, supporting millions of people to access and understand their pensions, while maintaining the highest standards of reliability, security and public trust.
