Service Performance & Improvements Partner

Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.

Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.

Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.

Job Purpose

Reporting into the Head of Technology Platform, the Service Performance & Improvement Partner will act as the primary governance liaison between Canada Life UK IT (representing Canada Life UK Line of Business) and the Central Technology Services Business Partner, along with supporting Engineering Managers manage critical service providers. Accountable for building and maintaining a strong, trusting relationship with both the service integrator and external service suppliers. Aligned to over £20m annual IT spend, the role holder is accountable for ensuring alignment with business objectives while maintaining service quality and compliance with contractual terms and obligations, agreed service levels and quality standards. Assuming responsibility for ensuring customer satisfaction, optimising service delivery, driving continuous improvement and supporting the organisation's strategic objectives by delivering value through effective service management, and reliable and high-quality IT services. Tracking and evaluating performance against SLAs and KPIs, the role holder will provide oversight to Senior Management to assist in proactive management of service providers, business decisions, and prioritisation of service impacting work deliverables.

Duties/Responsibilities

• Primary governance liaison between IT and the central shared service team - building strong, trusting relationships that ensure IT service alignment with organisational needs.
• Monitor and enforce SLAs, KPIs, and contractual terms - utilising the supplier's service catalogues - ensuring accountability for delivering services in line with agreed-upon standards and contractual obligations.
• Provide expertise on service governance, vendor oversight, and contractual compliance to ensure optimal service value.
• Facilitate structured governance reviews, ensuring compliance with service catalogues, contractual obligations and continuous service improvement benefits.
• Support issue resolution and escalation processes, collaborating with internal stakeholders, CL UK IT teams, and the service provider.
• Analyse service performance data to provide insights and recommendations that drive service improvements and risk mitigation.
• Work closely with IT & Business leadership to maintain visibility of service impacts and identify strategic improvements.

Skills, Knowledge and Experience

• Strong experience in IT service delivery and governance, preferably within a post-outsourcing, BAU operational framework.
• Deep understanding of commercial contract management, including compliance, risk mitigation, and vendor accountability.
• Proficiency in ITIL and/or other service management methodologies.• Proven ability to navigate complex service relationships in a structured, governance-driven environment.
• Ability to tailor communication depending on audience• Excellent stakeholder engagement skills, with experience working between business units, IT service teams, and vendors.
• Engages stakeholders proactively, ensuring accountability and alignment between business IT and the shared service• Analytical and data-driven mindset with the ability to interpret service trends and identify actionable improvements.• Mentorship & Collaboration: Engages with business IT teams to strengthen governance capabilities and foster professional growth.
• Process Improvement Leadership: Identifies opportunities to refine service oversight mechanisms and shares insights to drive operational excellence.
• Adaptability & Growth: Demonstrates a commitment to professional development, staying ahead of industry trends and evolving governance practices.
• Supplier Management Leadership: Assist and guide IT Engineering Management with regards to critical supplier management, service reviews and due diligence

Benefits of working at Canada Life

We believe in recognising and rewarding our people, so we offer a competitive salary and benefits package that's regularly reviewed. As a Canada Life UK colleague, you'll receive a competitive salary and comprehensive reward package including a generous pension and bonus scheme, along with, income protection, private medical insurance and life assurance. We have a fantastic number of other benefits and support services as well as regular personal and professional development.

How we work at Canada Life

Our culture is unique and incredibly important to us. We care about doing the right thing for our people, customers and community and helping others to build better futures. Our blueprint behaviours shape and influence how we work, and are central to the relationships we have with others. Every day we are encouraged to be more curious, own the outcome, face into things together and find a way forward.

We want colleagues to have rewarding careers with us so we invest in the development of our people, technology and workplaces. That's why we offer a range of training, flexible working and opportunities to grow and develop.

Diversity and inclusion

Building an inclusive workplace with a diverse workforce where everyone can feel they belong and achieve their potential regardless of gender, ethnicity or any other characteristic is a key commitment for us. We are proud of the progress we're making in DEI, and we continue for it to be a significant focus.

"At Canada Life we believe in the power of great people from different backgrounds, experiences and perspectives coming together to build better futures. Emerging talent is crucial to our growth and creating an environment that continues to inspire us all." Nick Harding, Chief People Officer, Canada Life UK

We appreciate that everyone has different work and life responsibilities. We're happy to discuss flexible working arrangements, including part time, for any of our roles should this be a requirement for you.