Systems Operations Support Lead

Systems Operations Support Lead

Verian - UK

Location: Home-based with occasional travel to our London Millbank Office

Contract: Permanent, full-time

About Verian

Verian works with clients around the world, providing evidence, insights and advisory services to inspire the next generation of public policy and programmes. We work at the intersection of data, technology, and human understanding. With permanent fully staffed offices in 17 countries, our 850 specialist consultants and researchers advise government departments, regulators, charities, and other public sector bodies to make the right decisions and improve people’s lives.

About the Role

We’re looking for a System Operations Support Lead to play a pivotal role in shaping the future of our global operations. In this role, you’ll lead the development and roadmap of Verian’s random probability online/telephone panel (Public Voice), our cloud-based work operating system (Monday.com), and the license and activation code process for internal and external fieldwork teams (Forsta), enabling the seamless delivery of face-to-face research. Operating across multiple markets, you’ll ensure these critical systems and processes are managed effectively, continuously improved, and aligned with our evolving business needs.

Successful candidate will receive necessary hands-on training and mentoring by experienced team members.

Main Responsibilities

Public Voice (PV) panel management

• Document tools and processes, proactively identify potential efficiencies and propose and introduce innovations
• Manage relationships with panel management system suppliers (Tivian and Forsta)
• Coordinate and provide costings to client service teams across UK and Europe on surveys requiring the Public Voice panel
• End to end project management of Public Voice panel invite process (drawing sample, setting up mail templates, sending invites, reminders and communication to selected panellists)
• Manage and respond to panellist incentive and survey queries via the ticketing system and project management teams
• Project manage and lead the successful transition of Panel management from Tivian platform to Forsta.

Cloud based Work Operating System Management (Monday.com)

• Manage the end to end process for work operating system licenses (request, provision and removal)
• Document ways of working, best practice and processes, proactively identify potential efficiencies and propose innovations for managing project workflows
• Work with our work operating system on scoping out and introducing innovations or features we identify
• Collaborate with our teams on compliance and data protection within the system
• Support global teams on project set up and ongoing projects with a focus on standardized ways of working and empowering the user to use Monday.com as their primary project management tool
• Project manage and lead the successful implementation of an Applicant Tracking System within our Cloud based Work Operating system.

Forsta activation process

• Manage the end to end process for supervisor license and device activation codes (request, provision and removal)
• Document best practice and processes, proactively identify potential efficiencies and propose innovations for managing license and activation workflows
• Forecast future and current need for licenses and activation codes working with global project management teams to produce monthly forecasts
• Manage the global supply of supervisor and device licenses for conducting face to face research ensuring timely activation and deactivation
• Process requests for licenses and activation codes with global project management teams via the work operating system
• Troubleshoot and provide technical support regarding access and escalate to Forsta where necessary

What You'll Bring

• At least 2 years Project management or leading Technical transformations with focus on time and risk management
• A good understanding and interest of social and political opinion research and online data collection methodologies
• Strong technical system knowledge with an ability to pick up new systems and processes quickly
• Strong attention to detail
• Proven communication and coordination skills, with the ability to effectively engage stakeholders and support and lead cross-functional collaboration
• Creative, positive and problem-solving mindset
• Understanding and experience of using panel management systems such as Tivian and customer support systems such as Zendesk

What We Offer

You’ll work on impactful social research that influences public policy and improves lives. We offer a collaborative, supportive environment where your ideas for improvement are valued.

We offer flexible working, a commitment to wellbeing, and genuine opportunities for professional growth. We value diversity and welcome applicants from all backgrounds. We’re happy to accommodate your needs throughout the recruitment process.

At Verian, you’ll have the opportunity to grow professionally, and make a real difference. Apply now and make your impact at Verian!