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About the Role

This role sits within M&G Life Technology and leads hands-on delivery of the Servicing AI programme, a multi-year transformation to re-imagine customer and adviser service through digital-first experiences, an AI-augmented front office, and zero-touch automation. The Senior Delivery Lead owns end-to-end delivery across the programme's workstreams, converting an ambitious roadmap into working capability at pace, safely and at scale. This is a 12-month fixed-term contract.

Responsibilities

Own delivery execution for the Servicing AI programme from planning through build, test, release and stabilisation.
Translate the Servicing AI roadmap and delivery focus into sequenced, measurable delivery increments aligned to business outcomes.
Lead multi-disciplinary teams across M&G and delivery partners, providing direction, unblocking delivery and holding teams to account for quality and pace.
Embed AI and automation into contact channels, colleague tooling and operational processes to reduce cost-to-serve and improve customer and adviser experience.
Protect delivery within a regulated environment ensuring robust governance, risk management and control across all delivery, consistent with PRA, FCA and DORA obligations and Board-approved risk appetite.
Own delivery of medium-to-high complexity across Digital and data — against committed scope, cost, time and quality.
Break the program scope into deliverable increments, manage critical path, dependencies and cross-workstream sequencing.
Run effective agile/hybrid ceremonies and cadences; drive throughput, predictability and continuous improvement across squads and partner teams.
Drive delivery toward targeted outcomes — e.g. reduced voice contact through deflection, increased digital self-serve, automation of high-volume journeys, and higher same-day resolution.
Track delivery against KPIs and value measures; report status, risks and forecasts clearly to programme and senior stakeholders.
Operate within the programme's solution design and control framework; ensure changes progress through appropriate design, assurance and go/no-go gates.
Identify, manage and escalate delivery risks and issues; ensure regulatory, security and data controls are embedded by design.
Build trusted relationships across Technology, Operations, Change and business sponsors; communicate progress, decisions and trade-offs with clarity.
Manage delivery partners and suppliers to ensure timely, high-quality delivery and value for money; hold partners to account against commitments.
Support insourcing and capability build; mentor delivery colleagues and capture lessons learned to uplift delivery maturity.

Requirements

Proven ability to lead complex, multi-workstream technology delivery end-to-end using Agile, Waterfall and hybrid methods within a governed environment.
Strong understanding of digital platforms, CRM (ideally Salesforce), contact/voice technology, data platforms and applied AI/automation in a servicing context.
Able to align delivery to business outcomes, cost-to-serve and customer/adviser experience — not just outputs.
Skilled at leading matrixed and partner teams, unblocking delivery and influencing senior stakeholders.
Confident operating in a regulated, controlled environment with strong risk, assurance and dependency management.
Excellent written and verbal skills; able to translate technical delivery into clear, decision-ready updates for senior audiences.
Significant experience delivering complex digital / technology transformation programmes end-to-end.
Essential financial services experience; Life & Pensions or wider insurance/wealth highly desirable.
Demonstrable experience delivering customer-facing digital, CRM, contact-centre and AI/automation capability.
Strong background delivering within highly controlled, regulated environments (PRA / FCA / DORA or equivalent).
Experience leading delivery through third-party / offshore partners and managing insourcing or transition.

Skills

Agile
Waterfall
Hybrid methods
Digital platforms
CRM
Salesforce
Contact technology
Voice technology
Data platforms
AI
Automation
Servicing
Risk management
Assurance
Dependency management
Communication

Location

Flexible working arrangements considered

Work Type

12-month fixed-term contract

Experience Level

Senior

Benefits

Pension scheme of up to 18%
Share Save and Share Incentive Plan
Financial wellbeing and support services
38 days annual leave (including bank holidays)
Opportunity to purchase up to five extra days of leave
Time Off When You Need It policy
Inspiring Families policy (comprehensive support and paid parental leave)
Private Healthcare
Critical Illness cover
Life Assurance
Additional family options for Health & Protection cover

About the Company

M&G's purpose is to give everyone real confidence to put their money to work.
Heritage dating back more than 175 years with a long history of innovation in savings and investments.
Combines asset management and insurance expertise to offer a wide range of solutions.
Two distinct operating segments: Asset Management and Life.
Creating an exceptional place to work for exceptional talent through integrity and care.

Equal Opportunity

We will consider flexible working arrangements for any of our roles and offer workplace adjustments to ensure you have the support you need to succeed in your role.
At M&G we strive to have a diverse workforce and an inclusive culture, underpinned by our policies and employee-led networks that offer networking, support and development opportunities for the diverse communities our colleagues represent.
We welcome applications from people of all backgrounds – across gender, ethnicity, age, disability, sexual orientation and more – including neurodivergent individuals, career returners and those with military service experience.
M&G is proud to be Level 3: Disability Confident Leader under the UK Government Disability Confident employer scheme, and we welcome applications from candidates with disabilities and long-term health conditions.
We are committed to providing an inclusive recruitment process.
All candidates have the opportunity to request reasonable adjustments when applying.
If you need any additional support at any stage, please contact us at: careers@mandg.com