Digital Service Associate

Job description

Who we are and what we do

At Hachette Learning (formerly Hodder Education), there's one thing we're certain about. No two students learn the same way. That's why our approach to teaching begins by recognising the needs of individuals first. Our mission is to enable every learner to fulfil their unique potential by empowering those who teach them. From our expert teaching and learning resources to our digital educational tools that make learning easier and more accessible for all, we provide solutions designed to maximise the impact of learning for every teacher, parent and student.

Aligned with our parent company, Hachette Livre, founded in 1826, we're proud to deliver high-quality learning solutions on a global scale. We make it easier for everyone to unlock a new world of learning.

Hachette Learning is a division of Hachette, one of the largest publishing groups in the UK, with 10 publishing divisions and over 60 imprints. Everyone here is proud to be in the business of opening doors and minds.

What you'll be doing

As a Digital Service Associate, you'll play a key role in supporting the delivery and ongoing improvement of our digital products and services. Working closely with Technical Product Owners, stakeholders, suppliers, and development teams, you'll help ensure work is effectively coordinated, prioritised, and communicated across the business.

In this role, you will:

• Coordinate digital service requests, incidents, enhancements, and change activities across a range of business-critical platforms.
• Support Agile delivery processes, including backlog management, sprint planning, and tracking development activities.
• Maintain and manage delivery tools such as Jira and Monday.com, ensuring information is accurate and up to date.
• Produce reports, maintain documentation, and support governance activities that help teams make informed decisions.
• Act as a link between stakeholders, suppliers, and technical teams, ensuring clear communication and effective collaboration.
• Monitor progress, identify risks or blockers, and help keep work on track.
• Support continuous improvement by identifying opportunities to streamline processes, improve reporting, and enhance service delivery.

Who we are looking for

We're looking for someone who is highly organised, curious, and enjoys bringing people, processes, and information together. You may already be working in a digital, service delivery, project coordination, operations, or administrative role and be looking to develop your career within a fast-paced digital environment.

You'll be successful in this role if you:

• Have excellent organisational skills and can manage multiple priorities simultaneously.
• Are comfortable coordinating activities across different teams and stakeholders.
• Have strong communication skills and can build effective working relationships at all levels.
• Enjoy problem-solving and can gather information to make informed decisions.
• Have a keen eye for detail and take pride in maintaining accurate records, documentation, and reporting.
• Are confident using digital tools and systems and can quickly learn new platforms and processes.
• Demonstrate initiative and an interest in improving ways of working.
• Thrive in a collaborative environment and enjoy supporting the successful delivery of projects and services.

It Would Be Great If You Also Have

• Experience using Jira, Monday.com, Azure DevOps, or similar workflow management tools.
• Exposure to Agile ways of working.
• Experience supporting digital products, websites, business systems, or service delivery teams.
• Experience identifying and implementing process improvements through workflow automation and optimisation.
• Familiarity with tools such as Microsoft Power Automate, Jira Automation, Monday.com automations, SharePoint workflows, or similar low-code automation platforms.
• An understanding of how technology, customer needs, and business priorities come together to deliver successful digital services.

This is an excellent opportunity for someone looking to build a career in Digital Service Management, Product Operations, Delivery Management, or Digital Product teams while gaining broad exposure to business-critical digital platforms and services

What we offer

Our staff are our greatest asset, and our benefits reflect this:

• 28 annual leave days per year, increases to 29 days after 2 years' service and goes up to 30 days after 5 years' (+ bank holidays)
• Private medical insurance
• Dental insurance
• Generous pension schemes
• Rent deposit loans
• 2 community days per year
• Summer hours (finishing at 1pm on Fridays during the summer months)
• Retail discounts through Hachette rewards
• Cycle to Work scheme
• Eye care vouchers
• Wide-ranging training library
• Development programmes (including mentoring)
• Up to 70% off book purchases
• A charity bookshelf
• An active range of staff-led employee networks that are voluntary, including AgeWise, Gender Balance, Thrive, Pride, All Together, Wellbeing, Women in Tech and religious networks
• Season ticket loans
• And much more!

The role will be based at our London office with a blend of 3 in -office days (Monday, Tuesday and either Wed/Thurs) and 2 days remote.

Our commitment

Hachette employs people on the basis of their abilities. We aim to attract and develop talent from a base as broad as the world of readers we want to reach, with a wide and representative range of age, faith, disability, race, gender, sexuality and socio-economic, regional and cultural backgrounds.

We want everyone to have the opportunity to perform at their best during our recruitment process. If you need any adjustments, you can let us know at the 'Reasonable Adjustments' section of your application. We'll make sure you're supported throughout the process.

The Book Trade Charity offers financial support to people looking to enter the book trade but who may struggle to afford the costs of attending interviews and undertaking junior roles. For more information visit https://btbs.org/grants