Digital Mocks Service Operations Manager

Cambridge University Press & Assessment; Cambridge; Hybrid; GBP 75,000 - 95,000; Full time

Benefits offered by this job

28 days annual leave

Private medical insurance

Discretionary annual bonus

Group personal pension

Life assurance

Green travel schemes

Job summary

Cambridge University Press & Assessment is seeking a Digital Mocks Service Operations Manager to lead end-to-end operational delivery, readiness and continuous improvement of the Digital Mocks Service, shaping scalable processes for testing and developing new assessment capabilities.

You will build and lead a global team, coordinate data setup, test production, examiner management, and results processing, while managing service levels and risk mitigation in a fast-paced digital environment.

Qualifications

• Proven experience managing the operational delivery of complex services or products.
• Experience leading teams, developing colleagues and coordinating multiple workstreams.
• Strong stakeholder management, influencing and communication skills.
• Experience establishing and improving business processes, service measures and operational controls.
• The ability to analyse data, prioritise effectively and make sound operational decisions.
• Experience working with digital technology platforms and resolving operational risks, issues and incidents.
• Excellent problem‑solving, organisational and customer‑service skills.
• Experience of UAT, system implementation or service transition; experience in assessment, examinations or education would be advantageous.

Responsibilities

• Leading the operational delivery, readiness, performance and continuous improvement of all Digital Mocks Service series.
• Leading and developing a global team providing support for digital operations, including capability and resource planning for future growth.
• Coordinating data set-up, test production and deployment, entry processing, assessment delivery, examiner management, marking, results, fees and payments.
• Defining and managing customer and examiner support models, service levels, escalations and second-line support.
• Overseeing digital test-content authoring, quality control and deployment to agreed quality and accessibility standards.
• Monitoring service performance, operational KPIs, risks, incidents and delivery milestones, and providing clear recommendations to senior stakeholders.
• Driving process improvement, automation, standardisation, service resilience and operational efficiency.

Skills

Operational delivery

Team leadership

Stakeholder management

Process improvement

Data analysis

Digital platforms

Problem solving

UAT

System implementation

Job description

Are you ready to lead and scale a high-profile digital assessment service that supports schools globally and enables the future of digital exams? As part of our Digital Mocks & Exams team, we are transforming how digital assessment is delivered at scale. We are looking for a Digital Mocks Service Operations Manager to lead the end-to-end operational delivery, performance and continuous improvement of the Digital Mocks Service, while enabling it to act as a strategic environment for testing and developing new assessment capabilities. We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge. About the role You will be the operational lead for the Digital Mocks Service, ensuring each assessment series is ready, controlled and delivered successfully. You will develop and lead a new team responsible for day-to-day service operations and testing to build scalable processes, support models and operational capability. The role also provides the opportunity to shape the future of digital assessment. You will enable pilots, trials and early-adopter activity, coordinate operational testing and readiness, and support the transition of successful innovations into sustainable business-as-usual services. Additional responsibilities and accountabilities include:

• Leading the operational delivery, readiness, performance and continuous improvement of all Digital Mocks Service series.
• Leading and developing a global team providing support for digital operations, including capability and resource planning for future growth.
• Coordinating data set-up, test production and deployment, entry processing, assessment delivery, examiner management, marking, results, fees and payments.
• Defining and managing customer and examiner support models, service levels, escalations and second-line support.
• Overseeing digital test-content authoring, quality control and deployment to agreed quality and accessibility standards.
• Monitoring service performance, operational KPIs, risks, incidents and delivery milestones, and providing clear recommendations to senior stakeholders.
• Driving process improvement, automation, standardisation, service resilience and operational efficiency.

This position has been classified as a hybrid role, requiring the selected candidate to typically spend 40-60% of their time collaborating and connecting face-to-face at their dedicated location. Aside from our hybrid principles, other flexible working requests will be considered from the first day of employment, including other work arrangements should you require adjustments due to a disability or long-term health condition. We are a Disability Confident (DC) employer that is committed to equality and inclusion ensuring our recruitment process is accessible to all. The DC scheme's Offer of an Interview commitment applies to applicants who opt in, and disclose a disability or a long-term health condition, and who best meet the minimum criteria for the role. In instances where interviewing all qualifying candidates is not practicable and/or appropriate, we prioritise those who best meet the minimum criteria, as we would for applicants who do not have a disability or long-term health condition. Cambridge University Press & Assessment is an approved UK employer for the sponsorship of eligible roles and applicants under the Skilled Worker visa route. Please refer to the gov.uk website for guidance to understand your own eligibility based on the role you are applying for.

You will be an experienced operational leader who is comfortable managing a complex, customer-facing service in a fast-paced digital environment. You will combine strong people leadership and service management skills with the ability to use evidence to make decisions and turn emerging ideas into practical, scalable operations. To succeed in this role, you will have:

• Proven experience managing the operational delivery of complex services or products.
• Experience leading teams, developing colleagues and coordinating multiple workstreams.
• Strong stakeholder management, influencing and communication skills.
• Experience establishing and improving business processes, service measures and operational controls.
• The ability to analyse data, prioritise effectively and make sound operational decisions.
• Experience working with digital technology platforms and resolving operational risks, issues and incidents.
• Excellent problem‑solving, organisational and customer‑service skills.
• Experience of UAT, system implementation or service transition; experience in assessment, examinations or education would be advantageous.

In‑person interviews at our offices in Cambridge.

If you require any reasonable adjustments during the recruitment process due to a disability or a long-term health condition, there will be an opportunity for you to inform us via the online application form. We will do our best to accommodate your needs. Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry. We are committed to an equitable recruitment process. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity and sexual identity), cultural, or social class/background. We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.

Why join us

Joining us is your opportunity to pursue potential. You will belong to a collaborative team that is exploring new and better ways to serve students, teachers and researchers across the globe - for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration. Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it is safe to speak up, and where we learn continuously to improve together.

We will support you to be at your best in work and to live well outside of it.

In addition to competitive salaries, we offer a world‑class, flexible rewards package, featuring family‑friendly and planet‑friendly benefits including:

• 28 days annual leave plus bank holidays
• Private medical and Permanent Health Insurance
• Discretionary annual bonus
• Group personal pension scheme
• Life assurance up to 4 x annual salary
• Green travel schemes