Service Implementation SME Customer Support & User Experience

Service Implementation SME, Customer Support & User Experience x 2

Swindon, Newport, or Billingham – flexible and hybrid working options 

Band D (£34,101)  

It’s an exciting time to join 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.

In line with the Government’s Shared Services Strategy, the Matrix Programme is intending to deliver modern, cost-effective and scalable shared business services to nine departments (the Policy Cluster), with UKSBS as the provider. This will drive innovation, harmonisation and significant business change across Government, alongside the implementation of a new modern SaaS ERP platform. This is a large, complex, multi-year programme.

We are now creating a brand-new NEO readiness team, which will be the backbone of service testing through to business readiness over the coming years. This role is one of several exciting opportunities for experienced professionals who can bring proven service knowledge, adaptability, and a passion for shaping the future of our organisation.

Our Customer Support Services team is passionate about delivering high-quality service to our clients and customers. As a Service Implementation SME, you will play a key role in building new Workday capability as part of the Matrix Programme, ensuring a seamless implementation of payroll, compensation and benefits services. You will contribute across all testing, implementation and run phases as we transition from our current platforms into a unified future model.

Duties will include, but are not limited to:

• Support in completion of project deliverables and tasks, as assigned by Service Implementation.
• Support service readiness and acceptance, including documentation and process flow creation.
• Training needs analysis, creation of plans, schedules, materials, and delivery.
• Support Customer Support Services change management activities, including engagement strategy, impact assessments, and knowledge content development.
• Co-design stakeholder messaging with Service Implementation Leads.
• Provide expertise and guidance across existing and new service areas.
• Advise on project deliverables and risks.
• Assist with time estimations for project planning.
• Identify and escalate risks, barriers, and roadblocks.
• Support onboarding of new Matrix staff.
• Role model new Ways of Working and act as a Change Ambassador.

To be considered for the role, you will need:

• Depth of experience of UKSBS core services.
• Strong customer service cultural experience.
• Familiarity with SaaS platform solutions.
• Confidence to challenge assumptions and proactively flag risks.
• High attention to detail and accuracy.
• Ability to train and support others in Neo functionality and new ways of working.
• Strong problem‑solving and troubleshooting skills.
• Previous experience using Workday, ideally within an implementation.
• Knowledge of AI and automation to enhance processing efficiency.
• Familiarity with the tiered service delivery model (TSDM).

Please note, this role may occasionally require working from one of our other locations.

For additional information and a confidential discussion please contact our Recruitment Team on recruiting@uksbs.co.uk.
Successful candidates may be required to undergo Security Clearance (National Security Vetting) as part of their employment. To meet these standards, applicants must normally have lived in the UK for at least the last five years and be able to satisfy background, identity and criminal record checks.

We are an inclusive and Disability Confident employer and welcome all applications. Find out more about our equality, diversity and inclusion commitments on our website.

UKSBS does not hold a Home Office Sponsor Licence under the UK Immigration System, therefore candidates are required to have eligibility to live and work in the UK prior to applying.

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.