Service Delivery & Process Analyst

Bank of England; City Of London; On-site; GBP 40,000 - 56,000; Full time

Job summary

Bank of England is seeking a dedicated service delivery professional to act as a trusted first line contact for colleagues and suppliers. You will manage escalations, ensure data integrity, and support procurement, P2P and IT support activities across CS Directorates.

You will work within a robust control environment, coordinate testing, drive continuous improvement, and help deliver reliable operations and accurate dashboards.

Responsibilities

• Act as first-line contact for queries from suppliers and colleagues, handling them promptly and professionally.
• Resolve day‑to‑day data and process workflow issues, ensuring accuracy and policy alignment.
• Independently assess issues, escalate complex matters through approved channels.
• Maintain accurate organisational data, supporting data integrity and reliable business operations.
• Support roles and position administration activities reflecting organisational changes and business requirements.
• Manage workflow activities, monitor transaction status, re‑route when approvers are unavailable, and provide visibility to stakeholders on progress.
• Where queries cannot be resolved directly, pass them to appropriate Business SMEs, or Technology Support Team, and raise a Remedy ticket.
• Support access governance processes by reviewing and approving business access requests, maintaining audit trails, and ensuring compliance.
• Support the production of service metrics and dashboards where required (performance, service provision, colleague/supplier details).
• Support activities spanning procurement platforms including P2P, catalogues, sourcing, contract management, SRM, and supplier due diligence systems, ensuring consistent service and accurate guidance.
• Liaise with Finance to help resolve purchase order‑related invoice queries, ensuring issues are tracked and progressed to resolution.
• Support supplier onboarding activities by introducing new suppliers into the Bank's procurement systems in line with established process and governance.
• Provide operational support for P2P (Procure‑to‑Pay) and procurement catalogue processes, including maintaining and improving supporting protocols to ensure alignment with procurement policy.

Job description

Bank of England is seeking a dedicated service delivery professional to act as a trusted first line contact for colleagues and suppliers. You will manage escalations, ensure data integrity, and support procurement, P2P and IT support activities across CS Directorates.

You will work within a robust control environment, coordinate testing, drive continuous improvement, and help deliver reliable operations and accurate dashboards.