Business Service Manager

We are seeking an experienced Business Service Manager with strong knowledge of Oracle functionality to lead our Tier 1 business support team for the Bank's enterprise Oracle service, called One Bank Service (OBS). You will ensure a consistent, high-quality colleague experience across Oracle-enabled People (HCM) and Procurement (ERP) processes through effective triage, stakeholder coordination, performance monitoring and continuous service improvement. The role sits within the Bank's Central Services Governorship and reports to the Coherence Lead within Central Operations. Working within a multi-tier support model for the Bank's Oracle platform, you will partner closely with central functions and SMEs within People, Central Operations, Finance and Technology teams to deliver customer facing support in Tier 1, as well as coordinating effective hand-offs to Tier 2/3. You will oversee an overall team of five, which includes four business support colleagues handling People and Procurement queries, coaching them to deliver service excellence and meet agreed service standards. You will drive consistent service provision within Tier 1 by monitoring performance (volumes, themes, resolution times and SLA adherence) and providing clear reporting to business stakeholders. You will use service insights to identify issues, coordinate actions and deliver measurable improvements to the colleague experience. You will support the business Product Owners for Oracle People (HCM) and Oracle Procurement (ERP) by coordinating day-to-day customer interactions, shaping and clarifying business requirements, and maintaining a well-structured backlog informed by demand drivers, incidents and recurring queries. The four tier support model is made up of:

• Tier 0 (self-service) - improved knowledge and insight allow colleagues to self-serve without support;
• Tier 1 (Triage/Support) - provision of hands-on support from business colleagues to triage and/or address queries;
• Tier 2 (SME Support) - involvement of SMEs within respective teams (business and technical) to address queries. Can involve process and policy owners.
• Tier 3 (Specialist Support) - involvement of Bank-wide Technology support or external SMEs if required.
Key Areas of Responsibility 1. Service delivery, triage & stakeholder coordination
• Oversee Tier 1 business support for People and Procurement services, ensuring effective triage, hand-offs, prioritisation and timely outcomes.
• Coordinate complex or high-impact queries and incidents, ensuring ownership is clear and progress is tracked through to resolution.
• Liaise between business users/SMEs, service teams and Technology teams-translating business needs into actionable requests, clarifying expected outcomes and coordinating dependencies.
• Escalate critical incidents appropriately; ensure mitigations are recorded, actions completed and communications are in place.
• Provide clear, timely updates to stakeholders on status, timelines, service impacts and planned changes; gather feedback to inform improvements.
2. Delegated product ownership & change delivery
• Act as the day-to-day delegated Product Owner for Oracle People (HCM core/absence) and Oracle Procurement, ensuring demand is captured, prioritised and progressed. Formal product ownership and final prioritisation decisions remain with the business Product Owners.
• Manage demand intake from Tier 1 and stakeholders and translate it into clear backlog items (problem statements/user stories), including acceptance criteria, service outcomes, impacts, dependencies and constraints.
• Facilitate regular backlog refinement and prioritisation with business Product Owners, ensuring decisions consider colleague impact, risk and service improvement opportunities.
• Work with Technology delivery partners to progress change through the delivery pipeline, ensuring business requirements are clear and stakeholders remain engaged.
• Support business readiness for agreed changes (e.g., communications, training needs, UAT coordination and feedback loops), while not owning technical configuration or release management.
3. Service performance, reporting & continuous improvement
• Monitor performance against agreed standards and SLAs; analyse volumes, themes and repeat-contact drivers to identify trends, root causes and improvement opportunities.
• Provide regular service reporting and thematic insights to stakeholders, recommending actions to improve journeys, reduce risk and enhance colleague experience.
• Lead or contribute to service reviews with internal teams and third parties, ensuring actions are agreed, owned and delivered.
• Coordinate improvements across Tier 0 knowledge quality and Tier 1 handling to reduce avoidable demand and improve time/cost to serve.
• Support structured business feedback loops for changes (e.g., UAT coordination and post-change feedback) to confirm outcomes and identify residual issues.
4. Managing and developing the Team
• Lead the growth of the team through sharing knowledge, developing thought leadership, supporting goal development and coaching.
• Be a role model to the wider team by showcasing our Bank Behaviours and leading by example., This is a people management role. You will be responsible for day to day management of the team and for defining roles and responsibilities. You will develop your team through sharing information effectively, coaching and communicating a clear vision to ensure that your staff are productive, engaged and motivated to deliver the area's aims. This will include setting clear goals and smart stretching objectives that are aligned to those of the team, division and directorate. You will also be responsible for managing all staff-related matters that may arise including performance, absence and sickness.
Number of direct reports: 5, Please apply online, ensuring that you complete your work history and answer ALL the application questions fully and in detail as your application will not be considered if all mandatory questions are not fully completed.


• Proven significant prior experience operating in a live service, operations, or business support environment, with accountability for service performance and colleague/customer outcomes.
• Demonstrable knowledge of Oracle-enabled business processes, ideally across HCM (People) and/or ERP (Procurement).
• Proven ability to triage and coordinate resolution of incidents/queries across multiple teams, including escalation management.
• Demonstrable experience managing service stabilisation, high-volume demand, or post-go-live environments, maintaining control and service standards.
• Ability to use data and MI (volumes, themes, SLAs, repeat contact drivers) to identify trends and drive service improvements.
• Experience translating business needs into clear requirements or backlog items (e.g., problem statements, user stories, acceptance criteria).
• Experience in a functional and/or technical role in a business or systems delivery
• Excellent stakeholder management skills and proven ability to collaborate and build strong relationships with varying team members., Ability to communicate clearly on status, impacts, risks and outcomes at all levels including engagement with senior colleagues during live-service issues.
• People leadership experience, including coaching, performance management and creating an inclusive, high-performing team culture.
• Strong planning and organisational skills, with the ability to manage competing priorities and deliver to deadlines.
• Knowledge of agile ways of working and working with Technology delivery partners.
• Credibility in providing expert advice and direction in an operational setting.
• Ability to manage complex, high-impact, or sensitive issues, including de-escalation, conflict resolution, and firm expectation management.
• Analytical capability to identify recurring issues, root causes, and service risks, and to drive sustainable improvements.
• Experience owning service performance, including workload management, service metrics, and continuous improvement activity.
• Confident use of ITSM / case-management tools and understanding of live-service management best practice.
• Proven track record in agile and waterfall methods of change delivery.
Desirable Criteria
• Experience working in (or alongside) HR operations, procurement operations and/or shared services environments.
• Experience operating within a tiered support model and implementing demand-reduction/self-service improvements.
• Familiarity with service management practices (e.g., SLAs, incident/problem management, service reviews)., We welcome applications from individuals who work flexibly, including job shares and part time working patterns. We've also partnered with external organisations to support us in making adjustments for candidates and employees in the recruitment process where they're needed. For most roles where work can be carried out at home, we aim for colleagues to spend half of their time in the office, with a minimum of 40% per month. Subject to that minimum requirement, individuals and managers should work together to find what works best for them, their team and stakeholders. Finally, we're proud to be a member of the Disability Confident Scheme. If you wish to apply under this scheme, you should check the box in the 'Candidate Personal Information' under the 'Disability Confident Scheme' section of the application.
  
  The Bank values diversity, equity and inclusion. We play a key role in maintaining monetary and financial stability, and to do that effectively, we believe we need a workforce that reflects the society we serve. At the Bank of England, we want all colleagues to feel valued and respected, so we're working hard to build an inclusive culture which supports people from all backgrounds and communities to be at their best at work. We celebrate all forms of diversity, including (but not limited to) age, disability, ethnicity, gender, gender identity, race, religion, sexual orientation and socioeconomic status. We believe that it's by drawing on different perspectives and experiences that we'll continue to make the best decisions for the public.
  
  Salary and Benefits Information We encourage flexible working Location: London Salary range of circa £69,440 - £78,120 per annum (depending on skills and experience)
In addition, we also offer a comprehensive benefits package as detailed below:
• Currently a non-contributory, career average pension giving you a guaranteed retirement benefit of 1/80th of your annual salary for every year worked. There is the option to increase your pension (to 1/65th) or decrease (to 1/105th) in exchange for salary through our flexible benefits programme each year. The Bank has the discretion to vary standard accrual rates and dial up and dial down rates at any time and to withdraw dial up and dial down options at any time.
• A discretionary performance award based on a current award pool.
• An 8% benefits allowance with the option to take as salary or purchase a wide range of flexible benefits.
• 26 days' annual leave with option to buy up to 12 additional days through flexible benefits.
• Private medical insurance and income protection.