Money and Pensions Service
Post Connections Operational Lead
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Job Summary
Post Connections Operational Lead
£85,000 per annum
Bedford
Permanent
Hybrid Working
Ready to make a real difference? Join us at the Money and Pensions Service (MaPS) as our Post Connections Operational Lead. This is your chance to play a meaningful role in helping people across the UK build stronger financial futures and to do it as part of a supportive, energetic team.
Why this role matters?
The Post-Connections Operational Lead is responsible for the operational performance and resilience of organisations once connected to the pensions dashboards ecosystem.
The role provides leadership across post-connection operations, with a particular focus on developing and maturing ecosystem-wide defect management processes, monitoring, observability and operational assurance. Working closely with the MoneyHelper Pensions Dashboards Service Team, the postholder will help ensure issues are identified, diagnosed and resolved effectively, improving service performance and user outcomes.
As the dashboards ecosystem evolves, the role will help shape the future post-connection operating model, developing new capabilities and adapting to emerging operational needs.
About Us
The Money and Pensions Service (MaPS) is based in Bedford, in a recently renovated modern office. This is a wonderful opportunity for you to become an integral part of a dynamic organisation, working to help people across the UK.
At The Heart Of The Money And Pensions Service Are Our Values – Caring, Connecting, And Transforming, Which Are The Foundation Of Our Success. They Permeate Every Area Of Our Work And Define All Our Business Relationships And The Way We Work With Each Other. We’re Not Only Looking For The Best People To Come And Work For Us, But We Need People Who Align Themselves With Our Values
- Caring We care about our colleagues and the people whose lives we are here to transform.
- Connecting We will transform lives through our ability to make positive connections.
- Transforming We are committed to transforming lives and making a positive societal impact.
Our Inclusive Working Environment
By fostering our values, we are immensely proud of the inclusive working environment that we have created. The diversity of our people is a strength that we embrace and wish to build upon, so we are committed to attracting people of all backgrounds. We work hard to ensure that we have a progressive approach to inclusion, equity, and belonging. We really do want our colleagues to “bring their whole selves to work.”
Job Description
Defect and Problem Management
- Act as the senior operational owner for ecosystem-wide defect and problem management.
- Develop and mature robust defect management processes, including triage, investigation, escalation and resolution.
- Coordinate defect management activity across PDP, the MoneyHelper Pensions Dashboards Service Team, connected organisations and technology suppliers.
- Lead governance and reporting relating to defects, incidents and operational performance.
- Oversee root cause analysis and drive continuous improvement from lessons learned.
- Provide operational leadership during major incidents and service issues.
Monitoring and Service Assurance
- Lead the development of an ecosystem-wide monitoring and observability strategy.
- Work with the MoneyHelper Pensions Dashboards Service Team to establish service health measures, monitoring requirements and operational reporting.
- Develop dashboards and management information that provide meaningful insight into ecosystem performance.
- Identify monitoring gaps and drive improvements in the ability to detect and diagnose issues.
- Support the development of end-to-end service assurance capabilities.
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Operational Leadership
- Act as the primary operational lead for organisations once connected.
- Monitor and improve the operational health of the ecosystem.
- Build strong relationships across connected organisations, suppliers and service teams.
- Provide insight and recommendations to leadership on operational risks, trends and opportunities.
- Lead the evolution of the post-connection operating model as service needs develop.
Line Management
- Line manage the Problem & Defect Manager.
- Set priorities and oversee delivery of defect management activities.
- Develop capability and promote continuous improvement within the team
Person specification
Essential
- Experience leading operational services in a complex digital environment.
- Strong experience of defect, incident or problem management.
- Experience developing monitoring, reporting or observability capabilities.
- Strong stakeholder management and influencing skills.
- Comfortable working with technical teams and suppliers to understand issues and drive solutions.
- Strong analytical and problem-solving skills.
- Able to work effectively in a changing environment and shape new operational capabilities.
Desirable
- Experience of large-scale digital services.
- Experience within pensions, financial services or similar sectors.
- Knowledge of service management, monitoring or observability frameworks.
Benefits
- Generous Annual Leave – 30 days plus Bank Holidays
- Pension scheme – contributions matched 2 to 1 (up to 10% of your salary)
- Interest-free loan for season tickets for buses and trains
- Cycle to work Scheme
- Subsidised eye tests & flu jabs
- Life assurance scheme
- Give as you earn scheme
- Employee assistance programme (EAP)
- PAM Assist and PAM Life scheme (Wellbeing)
- Enhanced family and sick pay
- Paid volunteering (2 days a year)
- Recognition Scheme
- Discounts portal to numerous retailers
Flexible Working
At MaPS, we take pride in our flexible approach to work. As standard, we work on a hybrid basis with a minimum of 2 days in the office per month. Hybrid working is a voluntary, non-contractual arrangement and our headquarters in Bedford will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business needs, but personal and other relevant circumstances will also be considered. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.
Career Development
In MaPS, we take career development seriously. We actively encourage and support applications from our existing MaPS colleagues. However, we do follow the Civil Service Commissioner recruitment principles, which means that you will be required to participate in a full, open, and fair process.
Reserve List
If you are successful at interview, we operate a reserve list where your details will be held for up to 6 months. Should a vacancy come available in that time with the same essential criteria, reserve list candidates will be offered that position with no further assessment required.
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Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
The law requires that selection for appointment to the Civil Service is on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, in the first instance, you should contact the Money and Pensions Service via email: recruitment@maps.org.uk. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website.
Step 1: Submit Your Application
Open: 05/10/2026, Deadline: 18/10/2026
To Apply, Please Submit The Following Documents
- Your most up-to-date CV
- A cover letter outlining your experience leading operational services in a complex digital environment.
Step 2: Telephone Interview
Between 05/10/2026 – 20/10/2026
If Your Application Is Shortlisted, You Will Be Invited To a Telephone Interview With One Of Our Recruiters. This Is An Opportunity To
- Discuss your experience in more detail
- Learn more about the role and our organisation
- Ask any questions you may have
Step 3: Final Stage Interview
Hosted Week Commencing 09/11/2026
Successful Candidates From The Telephone Interview Will Be Invited To Attend a Remote Interview Over Microsoft Teams. This Stage Will Include
- A series of competency-based interview questions
We follow fair, open, and merit-based recruitment in line with the Civil Service Commission’s Recruitment Principles.
Job Reference: MaPS01329
Close Date: 18/10/2026
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a basic (or equivalent) criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This Job Is Broadly Open To The Following Groups
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further
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