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Service Implementation SME, Customer Support & User Experience

Service Implementation SME, Customer Support & User Experience x2

Swindon, Newport, or Stockton-on-Tees – Band D - £32,751

It’s an exciting time to be part of UKSBS as we transform our business to be the leading UK public sector business service provider. We aim to become a very different organisation over the next few years as we move to a modern multi-platform, digitally enabled organisation.

We are now seeking additional Service Implementation SMEs to support our transformation journey. These roles are for experienced professionals who can bring proven service knowledge and experience, coupled with a passion to help to shape the future of our organisation. This will not be without its challenges and will demand tenacity, outcome focus, and extraordinary adaptability. You'll stretch your skills portfolio like never before, tackling challenges head-on in a fast-paced, ever-changing environment where being comfortable with being uncomfortable is essential.

Sitting within the Customer Support Team, the role of the Service Implementation SMEs will be integral to building a new Workday capability, as part of the Matrix Programme, and ensuring a seamless implementation of the new payroll, compensation, and benefits service within our evolving service model. This journey will involve transitioning from our current two-platform model to a three-platform approach before consolidating to two core platforms across our clients. You will provide key contributions through all the testing, implementation, and run phases of the Matrix Programme.

Duties will include, but not be limited to the following:

  • Support in completion of project deliverables and tasks, as assigned by Service Implementation.
  • Support in service readiness and service acceptance, creating & reviewing all required process documentation, as well as associated process flows etc.
  • Training needs analysis, plans, schedules, content and delivery.
  • Provide input to and support execution of Customer Support Services Change Management activities, including Team engagement strategy and plans, change impact assessment, knowledge article and content development.
  • Co-design stakeholder messaging in conjunction with Service Implementation Leads.
  • Provide content knowledge, expertise, guidance and input for areas of respective existing expertise and new services.
  • Identify and raise any roadblocks, barriers or risks.
  • Embrace and role model new Ways of Working and be a Change ambassador within the department for Matrix & Neo.

To do this role well you will need:

  • Strong customer service cultural experience.
  • A proven track record of working within one of our core service areas.
  • Familiarity of SaaS platform solutions.
  • Confidence to challenge assumptions and flag risks proactively, offering practical solutions.
  • High level of attention to detail, ensuring accuracy of data & processes.
  • Ability to train and support others in learning Neo functionality and ways of working.
  • Ability to troubleshoot & problem solve.
  • Previous experience of using Workday, ideally as part of an implementation process would be distinctly advantageous.
  • Knowledge of AI and automation in operational processing and how it enhances efficiency.
  • Familiarity with the tiered service delivery model (TSDM) and operational implementation.

For additional information and a confidential discussion please contact our Recruitment Team on recruiting@uksbs.co.uk. We are an inclusive and Disability Confident employer and welcome all applications.

We look forward to hearing from you. We are UKSBS. We are creating a place where people love to work, a culture where we lead, we change, we deliver and we empower our people to be curious, take action and add value.