Senior Service Owner in Hook

Location: Hybrid working, home & travel to UK locations

Working Hours: Monday - Friday, 40 hours

Job Status: Permanent

Join the UK's largest B2B used vehicle service

Constellation Automotive Group is the largest vertically integrated digital car marketplace in Europe, combining the leading digital brands across the segments of consumer to business, business to business and business to consumer.

British Car Auctions (BCA):

The leading end to end fully digital B2B used car marketplace across the UK and Europe supported by its own in-house fulfilment and logistics services

cinch:

is the market leading online used car dealership in the UK. cinch aims to take the faff out of buying a used car, offering the consumer a friendly way to search for and buy a quality-checked used car fully online.

WeBuyAnyCar: The

UK's largest digital vehicle buying service. The quick, easy, safe and convenient process that has helped over 2.5 million customers to sell their car.

Marshall Motor Group:

162 dealerships across the UK representing 26 leading manufacturers offering New and Approved Used cars and commercial vehicles, with services including vehicles maintenance, servicing, and repairs.

Main Purpose of The Role:

At BCA, we’re altogether, more. More than just your average vehicle remarketing company. More than just any other place to work. We’re Europe's largest vehicle remarketing business, the backbone of the UK’s automotive supply chain, and the best place to build the career you want.

The Senior Service Owner is responsible for end-to-end lifecycle of critical Digital Workplace Services, ensuring they meet SLAs, performance targets and business objectives. The role blends strategic planning with hands-on oversight, driving service reliability, user experience, cost efficiency and continual improvement.

You will define service roadmaps, optimise user experience and collaborate with stakeholders to deliver value while aligning with ITIL best practices.

Key Responsibilities:

• Manage the end-to-end service lifecycle, from planning and delivery through optimisation and retirement.
• Oversee day-to-day service operations to ensure reliability, security and performance against agreed SLAs.
• Collaborate with TechOps, Finance, Procurement, Infosec, Product and Engineering to ensure new and changed services can be supported by DWS and meet organisational objectives.
• Own and deliver service performance insights via Power BI dashboards for compliance reporting, patching, hardware lifecycle, operational metrics and user experience.
• Conduct regular service reviews with stakeholders, presenting actionable insights and prioritising continuous improvement initiatives.
• Monitor and analyse service performance against defined KPIs, implementing corrective actions where needed.
• Identify, assess and manage service risks while maintaining operational governance.
• Manage financial performance of services, including budgeting, forecasting and demonstrating value for money.
• Drive problem management by addressing root causes, preventing recurrence and improving service stability.
• Embed ITIL-aligned processes across incident, problem, change and request management to strengthen service governance across all DWS teams.
• Work with DWS leadership team to ensure service escalations are handled promptly and required process improvements are delivered to prevent reoccurrence.
• Ensure operational processes are efficient, fit for purpose and delivering value.
• Act as a thought leader for service automation, AI-enabled operations and service optimisation, working with TechOps, Service Management, Engineering and Security teams to identify emerging opportunities and best practices.
• Identify, prioritise and sponsor automation initiatives using operational, service and user experience data to improve productivity, service quality and value for money.

Knowledge and Experience Required:

• Strong IT Service Management background with proven experience within Service Ownership, Operational Readiness and driving Continuous Improvement.
• Expertise in service management frameworks such as ITIL, with a track record of aligning services to business outcomes.
• Data driven and proficiency in Power BI for building dashboards and delivering insights across user experience, compliance and service performance metrics.
• Strong understanding of ServiceNow ITSM reporting.
• Experience managing SLAs and leading service reviews.
• Analytical mindset with proven problem-solving abilities and experience resolving complex service issues.
• Financial acumen to align budgets, track costs, manage renewals and deliver maximum value from services.
• Ability to balance strategic planning with hands-on operational delivery.
• Strong focus on user experience improvement and reporting successful outcomes.
• Experience with Microsoft Power Platform and Microsoft Intune to support user experience reporting initiatives.

We’ve put everything in place to ensure you thrive. Competitive salaries, strong core values and an excellent benefits package that includes:

• Onsite parking
• Company Pension Scheme
• Cycle to work scheme
• An Employee Assistance Programme
• Enhanced maternity, paternity, and adoption leave
• Access to trained Mental Health First Aiders
• Access to BCA Rewards which provides online and store discounts with a range of retailers

And so much more…

As the automotive industry changes, we’re changing with it - putting our people in the front seat for the journey. We’re the number one in what we do for a reason and that’s because of the people we have on our teams. If you want to be a part of a business like this; unrivalled, exciting and appreciative of the work you do, join BCA.

We are proud to be Level 1 Disability Confident and committed to ensuring our recruitment process is inclusive and accessible.

Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief, or disability.

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