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Make your mark for patients OC Hub Service Manager – Direct Channels & Customer Engagement Services (UK) About the role You will act as Service Owner for global Omnichannel customer engagement capabilities, combining business leadership, strategic thinking, operational excellence, and stakeholder orchestration; based anywhere in the UK : with an established UCB Location . You will shape service strategy, define roadmaps, enable execution, and ensure long-term value creation across markets in collaboration with Stakeholders and partners. You will continuously evolve the service lifecycle, balancing innovation, scalability, adoption, governance, and compliance in a fast-changing digital and business environment. As part of the Global Omnichannel Hub, you will contribute to the evolution and productisation of global capabilities, helping define clear service offerings, value propositions, and scalable ways of working that enable markets to maximise business impact. The role will focus on Direct Channels and customer engagement capabilities, including services such as Connect, Share, Schedule, Meet and related customer interaction enablement solutions. As the Omnichannel Hub continues to evolve, the scope of the role may adapt to support emerging capabilities and priorities within the broader service portfolio. By connecting human understanding with scientific thinking, you will enhance how teams engage healthcare professionals to ultimately support better patient outcomes. Who you will work with You will join a collaborative Omnichannel Hub community and work across Global, Regional, and Local organisations. You will partner closely with Digital Technology, Marketing, Product, Customer Engagement teams, markets, and external strategic partners. You will also collaborate with external vendors and their assigned delivery teams, ensuring effective coordination, alignment and delivery of agreed service outcomes. In this networked environment, you will foster alignment, build trusted relationships, and influence direction without direct authority. You will connect business needs with technology capabilities, ensuring services continue to evolve and deliver meaningful value. You will contribute to a culture of shared learning, continuous improvement, and co-creation of scalable capabilities that support UCB’s Omnichannel transformation. What You’ll Do · You will own global Omnichannel service strategy, roadmap, and lifecycle evolution for assigned capabilities. · You will define and evolve service offerings, value propositions, and operating models to support scalable adoption across markets. · You will enable cross-functional delivery and alignment across business, technology, external partners, and local teams. · You will cultivate stakeholder alignment across global, regional, and local organisations. · You will manage demand prioritisation, ensuring investments align with business value, strategic priorities, and available capacity. · You will enhance service performance using KPIs, analytics, user feedback, and continuous improvement practices. · You will support adoption through governance, change management, communication, and capability enablement. · You will identify opportunities to simplify, standardise, and scale Omnichannel capabilities across markets. · You will foster innovation through emerging technologies and evolving customer engagement solutions. Additional Profile We Value · You combine strategic thinking with hands-on execution and delivery focus. · You navigate ambiguity and enable structured, scalable solutions. · You influence without authority and build trusted relationships. · You communicate clearly across business and technical audiences. · You continuously seek innovation, improvement, and opportunities to increase business value. · You translate complexity into actionable plans and outcomes. · You are comfortable operating in an evolving transformation environment with changing priorities. Internal applicants should be in their current job for at least 12 months, must meet performance standards and are not on formal corrective/disciplinary process (PIP), warning, final warning, or compliance warning letters within the last 12 months. Please inform your Manager or your Talent Partner before applying to any internal job opportunities. At UCB, we’ve embraced a hybrid-first approach to work, bringing teams together in local hubs to foster collaborative curiosity. Unless expressly stated in the description, this role is hybrid with 40% of your time spent in the office, irrespective of your current contractual agreement. Should your current working arrangements differ, please contact your Talent Partner to discuss, before submitting your application. UCB is an equal opportunity employer. All employment decisions will be made without regard to any characteristic protected by applicable laws. Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on [email protected] . Please note should your enquiry not relate to adjustments; we will not be able to support you through this channel. Requisition ID:  93782 Recruiter:  Gauthier Izambert Hiring Manager:  Greg Balogh Talent Partner:  Yolanda Johnson Job Level: MM II Please consult HRAnswers for more information on job levels.