As the Senior Operations Manager for Systems & Implementation, you will have strategic and operational responsibility for the implementation of systems change management across IELTS Delivery. You will work closely with Service Delivery Managers, Operations and Assessment, Support teams and Product Owners to improve our ways of working, keep systems documentation up to date and minimise the risk of system related incidents. A key part of this role involves ensuring that all documentation, policies, and standard operating procedures are current, standardised and consistently applied across the operation. You will work closely with IELTS partners and the Systems Working Group to ensure that systems issues are avoided but escalated appropriately when they do occur, and that results impacted by security investigations are handled with precision and care. In addition, you will work with partners, Service Delivery Managers, Support and Product teams to understand incoming system updates and communicate those changes across IELTS Delivery in a standardised way.
Responsibilities
* Lead on landing system changes within IELTS Delivery BAU teams.
* Collaborate with colleagues on system deployment readiness.
* Ensure policies, documentation, and standard operating procedures are up to date, consistent, and aligned with best practice.
* Drive improvements to our ways of working to keep system management processes lean, efficient, and quality-focused.
* Work with IELTS partners and IELTS Support to correctly raise, investigate, and resolve incidents.
* Lead on the management of system related incidents through to resolution.
* Collaborate with partner Technology Teams to enhance system management policies and processes.
* Serve as the subject matter expert within IELTS Delivery for IELTS systems.
* Provide insights, guidance, and operational expertise to support the integrity and reputation of the IELTS test.
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.
Qualifications
* Experience managing complex, high‑volume processes.
* Strong analytical skills and excellent organisational abilities.
* Proven track record of managing complex, high‑volume processes.
* Thoughtful and structured approach to compliance, quality assurance, and stakeholder management.
* Excellent communication skills with clarity and confidence.
Desired
* Knowledge of global English Language testing.
* Knowledge of IELTS systems.
* Experience working with technology providers.
* Experience in stakeholder and change management.
Interview
* In‑person at our offices in Cambridge.
Recruitment Process
All applicants should submit their applications via our official online application procedure. Please do not send CVs directly to our recruiters. If technical difficulties arise, contact the recruiter for support. 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 and will provide reasonable adjustments during the recruitment process for applicants with disabilities or long‑term health conditions.
Equal Opportunities
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 actively seek to employ people from a wide range of different communities.
Why Join Us
We are Cambridge University Press & Assessment, a world‑leading academic publisher and assessment organisation and a proud part of the University of Cambridge. Working with us gives you the opportunity to pursue potential, belong to a collaborative team that explores new and better ways to serve students, teachers and researchers worldwide, and benefits from a culture that embraces difference, change and aspiration.
Benefits
* 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× annual salary.
* Green travel schemes.
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