Vacancy: Service Operations Executive

We are looking for a Service Operations Executive is responsible for the effective delivery and optimisation of services across all BCS products and customer groups. The role ensures services are delivered efficiently, compliantly, and in line with SLAs, while overseeing the implementation of corporate client solutions to meet specific requirements and enable smooth onboarding. 

Role responsibilities:

Service Fulfilment & Support 

• Oversee day-to-day service delivery and implementation for customers, ensuring workflows, resource allocation, and underpinning services (platforms, provider enablement, technical support, internal service requests) operate smoothly. 
• Coordinate and oversee the implementation of corporate client solutions, ensuring that delivery is efficient, compliant, and aligned with client requirements and contractual obligations. 
• Manage service requests and ensure timely, high-quality fulfilment in line with agreed SLAs and priorities. 2 

Performance & Compliance 

• Monitor, analyse, and report on service performance against SLAs, KPIs, and compliance standards. 
• Identify performance gaps, trends, and risks, taking corrective action to maintain quality and consistency. 
• Ensure all service operations comply with organisational policies, regulatory requirements, and data protection standards. 

Escalation Management

• Manage systemic or operational issues escalated from Customer Support or other service teams.
• Coordinate cross-functional responses to resolve incidents, mitigate risk, and prevent recurrence. 

Process & Policy Development 

• Support the development, documentation, and implementation of service processes, policies, and best practices to ensure consistency and efficiency.
• Contribute to standard operating procedures (SOPs) and continuous review of workflows to optimise performance.

Continuous Improvement 

• Demonstrate a continuous improvement mindset by seeking opportunities to enhance processes, performance, and outcomes.
•  Lead or support improvement initiatives that enhance service quality, digital capability, and operational efficiency. 
• Identify opportunities for automation, optimisation, and improved customer experience through technology and process redesign. 

Collaboration & Integration

• Work with internal teams across product, technology, customer, and operations functions to ensure seamless end-to-end service delivery. 
• Collaborate on the rollout and integration of corporate client solutions across delivery and support teams. 
• Support integrated service planning and delivery across departments to maintain consistency and alignment with organisational goals. 

Customer & Stakeholder Engagement

• Serve as a key point of contact for service operations, ensuring clear, professional, and timely communication with clients and stakeholders.
• Handle client feedback, escalations, and complaints promptly and professionally, ensuring resolution and continuous learning. 

Reporting & Governance 

• Prepare and maintain accurate service operations reports, dashboards, and performance insights for management and governance bodies. 
• Track and communicate progress against operational goals, risks, and improvement actions. 3 

Team Support & Development 

• Communicate clearly, work effectively with others, and contribute to team objectives. 
• Assist in mentoring and all service operations staff to uphold high standards and build operational capability. 
• Contribute to a culture of collaboration, accountability, and service excellence within the team. 
• Champion BCS values by embedding them into daily work, fostering a positive culture, and encouraging others to do the same. 
• Remain flexible and adaptable in response to changing priorities, challenges, and work environments.
• Embrace change positively and support others through periods of transition.
• This job description outlines the key responsibilities and expectations of the role but is not exhaustive. It may be reviewed and updated periodically to reflect business priorities and team needs.

BCS is dedicated to providing training and development to help all staff realise their potential, and also offer a generous benefit package.

BCS, The Chartered Institute for IT are committed to promoting equality at every opportunity as an employer. This statement and our policies are designed to ensure our recruitment and employment practices and procedures actively promote equality of opportunity and value diversity.

All applicants must be eligible to work in the UK upon application.

PLEASE NOTE: This vacancy may be removed before any listed closing date once a sufficient amount of applications have been received.

In the event that we receive a high number of applications for this vacancy, we may be unable to provide an individual response to every candidate, therefore if you haven’t heard back from us within 4 weeks of the closing date, please consider your application unsuccessful on this occasion.

No recruitment agencies please.

How to apply: Please apply by submitting your CV to careers@bcs.uk along with a cover note answering the following questions:

(a) Your area(s) of expertise & qualifications;

(b) Your experience and suitability for the role

We look forward to hearing from you!

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