IT Service Owner

AQA; Manchester; Hybrid; GBP 45,000 - 60,000; Full time

Benefits offered by this job

25 days annual leave, rising to 30

Flexible working arrangements

Contributory pension scheme

Life assurance

Health cash plan

Enhanced maternity and paternity schemes

Job summary

An educational assessment body in the UK is seeking a Service Lead to manage supplier relationships and optimize enterprise applications. You will oversee the performance of key systems like Workday and iTrent, ensuring reliability and service quality. Responsibilities include defining KPIs, managing incidents, and translating stakeholder needs into clear expectations. Benefits include a hybrid working model, generous leave, and a strong pension scheme. A focus on diversity and inclusion is integral to the organizational culture.

Qualifications

• Strong experience managing suppliers and contracts.
• Ability to influence and challenge stakeholders effectively.
• Clear focus on customer needs with evidence-based decision-making.
• Knowledge of cloud-based enterprise technologies.

Responsibilities

• Manage relationships with third-party suppliers and their performance.
• Resolve service issues and manage major incidents.
• Translate stakeholder needs into service expectations.
• Support a structured roadmap for enhancements and service changes.

Skills

Supplier management

Stakeholder engagement

Decision making

Application management

Job description

Working Arrangements; Hybrid (2 days per week in the office)

Think you can manage and optimise the supplier relationship for key technologies within AQA?

Introduction

You will join AQA at a pivotal moment as we continue to strengthen the systems that underpin our core operations and drive forward our customer focus. In this role, you will shape how our enterprise applications support colleagues, provide essential insight and enable the organisation to function smoothly and effectively. You'll be stepping into a space where the work you do will directly influence how thousands of colleagues experience and benefit from our key platforms every day.

This is an opportunity to bring together service leadership, supplier management and strategic thinking. You will play a visible role in driving improvements, enhancing stability, and ensuring the organisation can rely on the systems that support critical HR, Finance and wider business activities.

Purpose of the role

You will take full accountability for the performance and evolution of some of AQA's enterprise applications, including our Workday and iTrent platforms, as well as other key corporate systems. Your purpose is to ensure these applications are reliable, secure, cost‑effective and continuously improving.

You will do this by overseeing service levels, championing user needs, managing supplier performance and ensuring that all change activity is aligned with AQA's strategic aims. As the face of the service, you will be the central point connecting technical teams, business stakeholders and external partners—ensuring clarity, communication and a shared focus on delivering value.

Key responsibilities

In this role, you'll be responsible for:

• Managing relationships with third‑party suppliers, defining contractual commitments and ensuring their delivery, KPIs and service levels are achieved.
• Leading the management and performance of some of AQA's enterprise applications, ensuring consistent, reliable and high‑quality service.
• Acting as the escalation point for service issues and ensuring major incidents are resolved quickly and effectively. Manage and mitigate risks.
• Understanding stakeholder needs and translating these into clear service expectations and improvement priorities.
• Supporting the delivery of a structured, benefit‑focused roadmap for system enhancements and service changes.

What we are looking for

You’ll thrive in this role if you:

• Bring strong experience managing suppliers and contracts and driving service performance.
• Excel in engaging, influencing and challenging stakeholders.
• Have a clear customer focus and an evidence‑based approach to decision‑making.
• Understand best practice approaches for application management of cloud‑based enterprise technologies, .

What's in it for you

• 25 days' annual leave, rising to 30 with service, plus bank holidays and extra closure days at Christmas
• a 35‑hour working week with flexible working arrangements
• an excellent contributory pension scheme (6%-11.5% depending on your contribution)
• life assurance, BUPA PMI, and health cash plan
• enhanced maternity and paternity schemes

Diversity and inclusion statement

At AQA, we are committed to fostering a workplace that celebrates diversity and promotes equity and inclusion. We believe that a diverse team brings richer perspectives and drives better outcomes. Our ED&I strategy ensures that everyone—regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background—is valued, respected, and empowered to thrive. We actively promote inclusive language, avoid stereotypes, and strive for representation across all dimensions of diversity. We welcome applications from individuals of all backgrounds and lived experiences.

Application process

To apply, please submit your CV and cover letter. The application deadline is Sunday 22nd February. Interviews will include two stages: an initial conversation followed by a face‑to‑face interview. Onboarding details will be confirmed at offer stage.