Vacancy: Service Operations Manager

We are looking for a Service Operations Manager who is responsible for the leadership, coordination, and optimisation of service delivery across all BCS products, customer groups, and corporate client solutions. The role ensures services are delivered efficiently, compliantly, and in line with agreed SLAs and KPIs, while driving continuous improvement to enhance quality and customer experience.

Role responsibilities:

Leadership & Team Management

• Lead, develop, and support the assessment operations team to achieve organisational goals and deliver excellent client outcomes.
• Provide coaching, mentoring, and performance management to build capability and maintain high standards.
• Lead by example, upholding our company values while managing, coaching, and developing team members to foster engagement, growth, and high performance.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Demonstrate flexibility and adaptability in responding to changing priorities, needs, and environments.

Service Delivery & Performance

• Oversee the day-to-day delivery of services across all customer groups and platforms, ensuring alignment with SLAs and KPIs.
• Monitor, analyse, and report on operational performance, taking corrective actions where necessary to maintain service quality and efficiency.
• Ensure compliance with organisational policies, data protection, and regulatory standards.

Corporate Client Solutions

• Oversee the implementation and ongoing delivery of corporate client solutions, ensuring bespoke requirements are met and services are seamlessly integrated.
• Collaborate with client relationship and product teams to ensure operational readiness and consistent client experience.

Escalation & Issue Management

• Act as the primary escalation point for service issues from clients, partners, or internal teams.
• Ensure prompt, effective resolution of incidents and root cause analysis to prevent recurrence.

Continuous Improvement & Transformation

• Maintain a continuous improvement mindset by seeking opportunities to enhance team performance, processes, and outcomes.
• Lead initiatives to improve service processes, tools, and systems, driving operational excellence and digital enablement.
• Identify opportunities for automation, efficiency, and enhanced customer satisfaction.

Collaboration & Stakeholder Engagement

• Build and maintain strong relationships with clients, partners, and internal stakeholders to ensure alignment and trust.
• Work cross-functionally to deliver integrated and seamless service experiences across the organisation.

Resource & Operational Planning

• Oversee resource allocation, scheduling, and workload management to ensure optimal team performance and service continuity.
• Support budgeting, forecasting, and capacity planning within service operations.

Reporting & Governance

• Prepare and present regular reports on service performance, risks, and improvement actions for senior management and governance bodies.
• Contribute to operational planning and strategic reviews to inform decision-making and continuous improvement.

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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