Process and Implementation Lead

About You

Our people represent our Values to our customers; to be successful at Ashbury you will naturally be:

• Welcoming: friendly, approachable and open to new ideas, feedback and improvement
• Positive: create a positive experience for our people and our clients
• Confident: act with integrity from a strong foundation of expertise
• Simplicity: you will remove complexity and bring clarity

Role Purpose

The Service Process Implementation Specialist translates Ashbury’s client service processes into clear, build‑ready requirements for IT, ensuring that technical developments are implemented effectively, consistently and in a way that improves efficiency and profitability.
This role combines deep operational understanding with the ability to articulate requirements clearly to technical teams.

Key Accountabilities 

• Map, document and standardise end‑to‑end service delivery processes across clients.
• Translate operational processes into clear functional requirements for IT, ensuring accuracy and clarity.
• Work closely with IT to ensure solutions reflect real‑world service delivery needs and operational constraints.
• Lead UAT for all process‑related IT releases, ensuring issues are identified and resolved before deployment.
• Test, validate and embed new tools, workflows and automations into service delivery teams.
• Maintain a central library of process maps, SOPs and workflow documentation.
• Identify opportunities to simplify, standardise or automate processes to improve efficiency and profitability.
• Provide subject‑matter insight on how services are delivered today and how they should evolve.
• Support the Process & Commercial Improvement Manager with data, insight and implementation detail.

Skills, Knowledge & Experience

• Strong understanding of Ashbury’s client service delivery processes.
• Ability to translate operational workflows into clear, structured requirements.
• Experience working with IT or technical teams on workflow or system changes.
• Strong documentation skills (SOPs, process maps, functional requirements).
• Experience in UAT, testing or implementation of new tools.
• Analytical mindset with the ability to identify simplification and automation opportunities.
• Excellent communication skills across technical and non‑technical audiences.

Distinctiveness of the Role

This role is the translator and implementer.

Success Measures

• High‑quality, accurate functional requirements delivered to IT.
• Successful UAT cycles with minimal post‑release issues.
• Adoption and embedding of new tools and workflows across teams.
• Reduction in process variation and improved standardisation.
• Clear, accessible and up‑to‑date process documentation library.

Benefits

• Home based role*
• 25 days annual leave plus public holidays as standard*
• Additional annual leave depending on length of service
• Option to buy or sell additional annual leave
• Charity day and time off to support your favourite charity
• Payroll Charity giving scheme
• Cycle to Work scheme and much more!

Noted above are the main duties and responsibilities of your role within the company. This list is not exhaustive and at our discretion the employee may be asked to undertake duties outside of those noted below. If duties not listed are to become permanent or if the employee is promoted or transferred to another role, then the role description will be amended accordingly or the new appropriate role description issued.