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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Program Lead - Technology - FTC - **Company:** M&G - **Location:** London, UK - **Experience:** Expert - **Contract:** Temporary contract - **Skills:** Agile Methodology, Artificial Intelligence, Data Control, Salesforce.Com, Web Platforms, Performance Monitor, Data Management - **Published:** August 24, 2026 - **Apply:** https://mgpru.wd3.myworkdayjobs.com/mandgprudential/job/London/Program-Lead---Technology---FTC_R20285 ## About the Role * Delivery excellence: Proven ability to lead complex, multi-workstream technology delivery end-to-end using Agile, Waterfall and hybrid methods within a governed environment. * Digital & AI fluency: Strong understanding of digital platforms, CRM (ideally Salesforce), contact/voice technology, data platforms and applied AI/automation in a servicing context. * Outcome orientation: Able to align delivery to business outcomes, cost-to-serve and customer/adviser experience - not just outputs. * Leadership & influence: Skilled at leading matrixed and partner teams, unblocking delivery and influencing senior stakeholders. * Governance & risk: Confident operating in a regulated, controlled environment with strong risk, assurance and dependency management. * Communication: Excellent written and verbal skills; able to translate technical delivery into clear, decision-ready updates for senior audiences. Experience * Proven track record: Significant experience delivering complex digital / technology transformation programmes end-to-end. * Financial services: Essential; Life & Pensions or wider insurance/wealth highly desirable. * Digital & AI delivery: Demonstrable experience delivering customer-facing digital, CRM, contact-centre and AI/automation capability. * Regulated change: Strong background delivering within highly controlled, regulated environments (PRA / FCA / DORA or equivalent). * Partner-based delivery: Experience leading delivery through third-party / offshore partners and managing insourcing or transition. ## Description This role sits within M&G Life Technology and leads hands-on delivery of the Servicing AI programme - our multi-year transformation to re-imagine how we serve customers and advisers through digital-first experiences, an AI-augmented front office, and zero-touch automation. Working alongside the Servicing AI Programme Lead, Enterprise Architect and business sponsors, 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., * Own delivery execution for the Servicing AI programme from planning through build, test, release and stabilisation. * Turn strategy into value by translating 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., Delivery Leadership * End-to-end delivery: Own delivery of medium-to-high complexity across Digital and data - against committed scope, cost, time and quality. * Roadmap execution: Break the program scope into deliverable increments, manage critical path, dependencies and cross-workstream sequencing. * Agile delivery: Run effective agile/hybrid ceremonies and cadences; drive throughput, predictability and continuous improvement across squads and partner teams. Outcomes & Benefits * Benefits realisation: 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. * Performance monitoring: Track delivery against KPIs and value measures; report status, risks and forecasts clearly to programme and senior stakeholders. Governance, Risk & Controls * Controlled delivery: Operate within the programme's solution design and control framework; ensure changes progress through appropriate design, assurance and go/no-go gates. * Risk & compliance: Identify, manage and escalate delivery risks and issues; ensure regulatory, security and data controls are embedded by design. Stakeholder & Partner Management * Stakeholder engagement: Build trusted relationships across Technology, Operations, Change and business sponsors; communicate progress, decisions and trade-offs with clarity. * Vendor & partner management: Manage delivery partners and suppliers to ensure timely, high-quality delivery and value for money; hold partners to account against commitments. * People & knowledge: Support insourcing and capability build; mentor delivery colleagues and capture lessons learned to uplift delivery maturity. ## Related Videos - [Project Fugu: Extending the web](https://www.wearedevelopers.com/videos/832-project-fugu-extending-the-web) - [Your Code as a Crime Scene](https://www.wearedevelopers.com/videos/1342-your-code-as-a-crime-scene) - [AI PowerPlay: Building High-Impact Teams & Transformative Solutions](https://www.wearedevelopers.com/videos/1005-ai-powerplay-building-high-impact-teams-transformative-solutions) - [AI Sovereignty: What Does It Take?](https://www.wearedevelopers.com/videos/1703-ai-sovereignty-what-does-it-take) - [How Visionary Leaders Drive Transformation](https://www.wearedevelopers.com/videos/1701-how-visionary-leaders-drive-transformation) - [Keith Cirkle of GitHub on React Fatigue](https://www.wearedevelopers.com/videos/1265-keith-cirkle-of-github-on-react-fatigue) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [The Prompt Engineer ✍️](https://www.wearedevelopers.com/magazine/216-the-prompt-engineer) - [From Prototype to Production: Build AI Agents with This Free 4-Course Learning Path](https://www.wearedevelopers.com/magazine/655-from-prototype-to-production-build-ai-agents-with-this-free-4-course-learning-path) - [The Biggest German Tech Companies](https://www.wearedevelopers.com/magazine/424-the-biggest-german-tech-companies)