Chief Operations Officer

• Accountable for the delivery of all services.
• A leader of change, governance and delivery excellence.

UK Shared Business Services (UKSBS) are a public‑sector, multi‑client, multi‑platform shared service provider, motivated to deliver the highest‑quality service to our central government partner organisations. We are proud of the part we play in enabling our partners to achieve the best outcomes for British citizens and the UK economy.

We strive to be the premier provider of HR, Payroll, Finance, Procurement and IT services within the UK public sector. Our commitment is to deliver a secure and seamless user experience, leveraging advanced technology and streamlined processes.

Our vision is to be the leading UK public sector business services provider, actively exploiting innovation and maximising value to clients. We achieve this by offering high‑quality, user‑friendly, and continuously improving business services that enable our partners to focus on their core mission: delivering the best outcomes for British citizens and the UK economy.

In line with the Government's Shared Services Strategy, we are expanding our client base to include eight government departments and a range of other new public sector partners, ensuring optimal value for the public purse. We have already migrated one of our ERP platforms to Oracle Fusion and the other will be replaced by a new Workday SaaS platform, from which UKSBS will deliver its business services, driving harmonisation and significant business change across the Departments.

UKSBS is engaged in a hugely exciting and challenging growth, modernisation and transformation journey. We are embracing new SaaS technologies (Oracle Fusion and Workday), onboarding new clients, and deepening engagement with current organisations. We have a significant scaling in user numbers, having doubled over the past five years to 30,000, and expect to see this grow by a further 15,000 by the end of this year and up to a further 15,000 by the end of the decade.

As UKSBS modernises its platforms and processes, revenue is expected to increase by 70% over the same period, with the business being committed to realising significant efficiency benefits that will drive smarter, more streamlined and harmonised operations. These improvements are designed to enhance customer satisfaction and deliver an outstanding user experience, meeting the needs of an ever‑growing and more diverse client base.

Working closely with the CEO, Board and Executive team, you will be responsible for:

• Leading and motivating a multi‑site, multi‑functional team of over 350 employees to deliver a wide range of highly effective and efficient business services to our clients.
• Implementing a new service‑oriented operating model and organisational design.
• Driving a step change in user experience through continuous improvement and technology adoption, enabling ever greater levels of self‑service and automation.
• Ensuring the cost‑effectiveness of service delivery, maintaining quality and balancing risk.
• Acting as an active champion for UKSBS to clients and across the government / public sector.

• As a member of the Executive, contribute to determining the organisation's multi‑year strategy.
• Lead, motivate and develop the capability and performance of a 300‑strong multi‑site team.
• Model UKSBS values and behaviours, foster a culture aligned with UKSBS values and behaviours.
• Coach and mentor senior leaders across the organisation.

• Represent Service Delivery at Board, Audit and Executive Committees.
• Chair the Service Delivery Committee.
• Lead UKSBS representation at Partnership governance boards.
• Maintain strong networks across government and shared services.

• Ensure alignment of client requirements to the service delivery model.
• Define and ensure end‑to‑end delivery of service standards to agreed metrics through Heads of Service Delivery.
• Continuously develop functional capabilities through Heads of Profession to meet service delivery demands.

• Develop business cases for change.
• Act as…