Service Delivery Director

Job Summary

This role is accountable for driving operational excellence, ensuring client commitments are consistently met, and embedding a culture of continuous improvement across delivery teams. The individual leads escalation management, fosters innovation, and utilizes data-driven insights to optimize service quality and operational efficiency. They play a pivotal role in aligning operational performance with strategic business objectives while maintaining a proactive, solution-focused approach.

Key Responsibilities

1. Direct operations management and escalation handling by implementing best practices in workflow design, resource allocation, and issue resolution to ensure all client SLAs and internal metrics are achieved.
2. Drive process improvement initiatives using Lean, Kaizen, and data visualization platforms such as Power BI or Tableau to identify and resolve bottlenecks, enabling measurable gains in efficiency and quality.
3. Oversee escalation management protocols by setting up structured response mechanisms, analyzing root causes, and ensuring rapid resolution of high-impact incidents.
4. Guide and coach team leaders and managers by conducting regular performance reviews, sharing operational management frameworks, and promoting a culture of continuous learning and accountability.
5. Interpret and communicate operational performance trends using advanced data visualization tools, ensuring key stakeholders are informed and empowered to make timely decisions.
6. Champion innovation within operations by leveraging industry best practices and emerging technologies to streamline systems, policies, and processes supporting organizational growth.
7. Develop and maintain robust feedback channels with clients to proactively understand evolving requirements and ensure service delivery aligns with client expectations.

Skill Requirements

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Other Requirements

End-to-End Business Ownership

• Own delivery across all core process towers:
• Cash & Contributions (AVC, DC)
• New Business (PRSA, DC, Scheme setup)
• Claims & Benefits servicing
• Renewals (Pension & Group Risk)
• Migrations & scheme transitions
• Group AVC and DC alterations
• Ensure operational stability, scalability, and SLA delivery.

Operating Model & Governance

• Define delivery model across:
• Process standardization
• Centralized / COE structures
• Drive strong governance across:
• Volume management
• Productivity and efficiency
• Risk & compliance controls

Domain & Capability Leadership

• Build strong domain depth across:
• Corporate pensions administration
• Trustee reporting & compliance
• End-to-end member lifecycle
• Ensure teams are aligned to regulatory and operational requirements.

Client & Strategic Engagement

• Lead strategic discussions on:
• Service performance
• Process optimization
• Transformation roadmap
• Provide direction on scaling operations and improving service delivery.

Transformation & Efficiency

• Drive improvements across:
• Cash processing efficiency
• Claims and benefits turnaround
• Scheme onboarding timelines
• Lead automation and simplification initiatives across high-volume/complex processes.

Risk, Compliance & Control

• Ensure adherence to:
• Irish pension regulations
• Trustee governance requirements
• Mitigate risks across:
• Contributions processing
• Fund allocations
• Claims payments

Enterprise & Strategic Responsibilities

• Drive forecasting, planning, and performance management
• Support transitions, migrations, and expansion of scope
• Align operations with broader transformation initiatives