Job Title: Service Manager  

Contract Type: Permanent 

Location: Edinburgh or Alderley Edge        

Working style: Hybrid 50% home/office based

Closing date: 28th January 2024

Group Transformation aims to be a catalyst for change, to drive innovation and operational excellence within Royal London. We bring together colleagues from Change, Procurement, Workplace, Rectifications and Data Management. 

We work across Royal London to deliver the Group’s strategic ambitions. In partnership with the different business areas, we work to embed agility, adaptability and customer/colleague focus to deliver sustainable growth. We make sure that we deliver great outcomes that our customers and members benefit from, and we also make sure we get the best value from all of our procurement interactions.

As Transformation Service Manager (TSM) you will support the Head of Transformation Service Delivery by reporting on the overall transformation service delivery and our change delivery effectiveness.

The primary responsibilities of this role are to create and develop the capability maturity assessment framework, to define and agree the changes required to improve our capability and roadmap for delivery based on the defined OKRs and KPIs.    

About the role

• Support the Head of Transformation Service Delivery by reporting on the overall transformation service delivery
• Provide oversight and reporting on our end to end value chain including performance and effectiveness in delivering on the business outcomes
• Recommend effective actions to mitigate delivery risks and exploit opportunities, aligned with risk appetite
• Create and develop the capability maturity assessment framework and develop our improvement roadmap
• Develops a people capability training plan
• Define the strategy on how to increase business agility and the associated activities
• Monitor and manage the operational risks for Transformation Service Delivery

About you

• A strong understanding of change including portfolio, programme and project lifecycles.
• Experience in agile change frameworks and how to change culture and mindset
• Continuous improvement mindset.
• Good understanding of how to develop service catalogues and process capability maturity models.
• Good understanding of how to develop KRIs/OKRS to measure change
• An ability to stay up to date on enterprise change management industry trends and technologies
• Experience of leading and managing others

About Royal London

We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.   

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve. 

We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits  

Inclusion, diversity and belonging 

We’re an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.