Business Operations Analyst

About Kerv

At Kerv we harness the power of technology for the good of our people, our customers, our society and our planet. Technology is the enabler; impact is how we judge success.

As a certified B Corp and Great Place To Work, we care deeply about how we show up for our people, our customers and the world around us. These aren’t badges for us, they reflect how we work every day and the standards we hold ourselves to.

With more than 900 specialists and over 1,600 technical certifications, we are bringing together expertise across cloud, AI, compliance, data, customer experience and business applications. Working as one connected team, we solve complex challenges and stay accountable from strategy through to delivery, adoption and ongoing improvement.

We help organisations build secure, well governed foundations, leverage more from their technology and unlock new opportunities through innovation and AI. Our focus is on making technology work in the real world and delivering lasting value.

You’ll be part of the Business Operations Team in Kerv Collaboration & Compliance.
Collaboration & Compliance helps organisations stay connected, productive and on the right side of regulation in an increasingly digital world. We ensure people can communicate seamlessly across voice, video, messaging and mobile, while also helping businesses capture, manage and protect critical data. It’s where user experience meets governance, keeping teams enabled and organisations secure.

The Role

You will own the initial processing of orders when sales opportunities are won and facilitate assignment to the relevant provisioning or project team. Maintain oversight through regular reporting, stakeholder coordination and escalation to ensure those teams complete and close their orders and provide the information required for billing. The role does not provision services to customers. Maintain accurate order, contract and sales data, manage supplier spend and license inventory, administer the order management system and support accurate invoicing and query resolution. Maintain sales resources, coordinate resources for RFP/RFI bids and support the sales commission process.

Principal Duties and Essential Responsibilities

End-to-end order management and reporting

- Process orders initially when sales opportunities are won, validating customer details, agreed pricing, approvals and supporting documentation, and recording the orders accurately in the order management system.

- Manage customer contract records and key dates, ensuring orders and billing instructions align with agreed terms, pricing and service commitments. Track renewals, expiry dates and notice periods, coordinate authorised contract changes with relevant stakeholders, and maintain a clear audit trail of signed agreements and amendments.

- Facilitate assignment and handover of orders to the relevant provisioning or project team, confirming ownership and providing the information required for delivery. Coordinate authorised order amendments, cancellations and exceptions with the responsible teams.

- Administer the order management system, maintaining accurate records, status updates and reference data; support user queries and guidance.

- Produce and review regular order reports covering intake, assignment, progress, ageing, exceptions and closure status. Identify outstanding actions, overdue orders and data discrepancies, and follow up with the responsible provisioning or project teams.

- Use regular stakeholder updates and follow-up with Sales, provisioning and project teams, Finance and Billing to ensure responsible delivery teams complete and close down orders, record completion accurately and provide the information required for billing. Escalate delays, blockers and overdue closure actions.

Supplier Spend Management

- Raise and maintain supplier purchase orders in line with approved sales orders and purchasing controls.

- Track committed and actual supplier spend against agreed pricing and approved order values, highlighting variances and unexpected charges.

- Check supplier charges against purchase orders and fulfilment records, coordinating with Finance and suppliers to resolve discrepancies.

- Maintain clear records of supplier commitments, order changes and approvals to support reconciliation and cost visibility.

- Manage resource (license) inventory, maintaining accurate records of purchased, allocated, available and unused licenses, renewal dates and supplier commitments. Reconcile inventory against supplier orders and usage records, coordinate allocations, renewals and cancellations with relevant stakeholders, and highlight unused licenses or capacity gaps to support spend control.

Billing coordination and billing queries

- Liaise with Billing to enable timely and accurate customer invoice generation, providing validated order details, agreed charges, billing milestones and evidence of fulfilment.

- Confirm billing readiness and resolve missing or inconsistent information before orders are passed for invoicing.

- Investigate billing queries, including disputed charges, incorrect pricing, missing invoices and discrepancies between orders and invoices.

- Coordinate with Sales, Billing, Finance and suppliers to resolve queries, support authorised corrections or credits and keep stakeholders informed through to closure.

Sales CRM support and reporting

- Support the sales team with day-to-day CRM queries, record updates and guidance on required data and processes.

- Maintain consistency between CRM opportunities, sales orders and order management records, investigating and correcting discrepancies.

- Prepare sales CRM reports covering pipeline, order conversion and data completeness, using agreed definitions and reporting schedules.

- Escalate technical CRM issues and support testing and adoption of approved process improvements.

Sales resources and continuous improvement

- Keep sales resources current, including order forms, process guides, templates, product or service reference information and approved pricing materials.

- Update and maintain supplier pricing resources, including price lists, rate cards and quotation templates, ensuring current approved pricing, effective dates and supplier changes are accurately reflected and accessible to the sales team.

- Coordinate updates with the relevant content owners, maintain version control and ensure the sales team can find and use the latest approved resources.

- Identify recurring order and billing issues, recommend practical improvements and update working procedures following approved changes.

RFP/RFI bid resource management

- Coordinate resource requirements for requests for proposal (RFPs) and requests for information (RFIs), identifying required contributors and agreeing availability, responsibilities and submission deadlines with relevant stakeholders.

- Maintain bid resource schedules and track contributions, highlighting capacity constraints, competing priorities and overdue inputs to the bid owner.

- Coordinate access to current, approved sales resources and supporting information, and organise contributor reviews to support complete and timely bid submissions.

Sales commission process support

- Assist with the sales commission process by preparing and validating order, sales and billing data required for commission calculations under the agreed commission scheme.

- Reconcile supporting records, investigate discrepancies and coordinate with Sales and Finance to resolve commission queries.

- Maintain supporting documentation, track adjustments and approvals, and provide timely inputs to the team responsible for commission calculation and payment.

Skills and Experience

Essential

- Experience in sales operations / sales support or a related operational coordination role.

- Practical experience of supplier purchase orders, spend tracking, reconciliation and resolving commercial discrepancies.

- Confidence using order management systems, sales CRM platforms and spreadsheets to maintain records, investigate issues and produce reports.

- Understanding of the handover between order processing and customer billing, including invoice requirements and query resolution.

- Strong attention to detail, numerical accuracy and the ability to prioritise competing deadlines.

- Clear written and verbal communication, effective stakeholder coordination and a proactive approach to problem-solving.

- Ability to maintain clear process documentation and handle customer, supplier and commercial information appropriately.

Desirable

- Experience with Microsoft Dynamics CRM and Service Now.

Measures of success

Performance measures and targets should be agreed for the role and may include:

- Order accuracy, processing timeliness and effective management of aged or blocked orders.

- Visibility and accuracy of supplier spend, with discrepancies identified and resolved promptly.

- Timely, complete handover to Billing and resolution of order-related billing queries.

- Accuracy, completeness and timeliness of order and CRM reporting.

- Reliable system records, timely stakeholder updates and accessible, up-to-date sales resources

At Kerv, we’re building something special and building it to last. Our values shape how we work, how we treat each other and how we deliver for our customers:

- Think Customer First – we put our customers at the heart of every decision

- Team is Everything – we collaborate, support each other, and win together

- Spread Good Vibes – we bring positivity, energy and respect into everything we do

- Build Future – we look ahead, innovate and create lasting impact

- Do the Right Thing – we act with integrity and always do what’s fair and honest

We’re looking for people who bring these values to life in how they work every day. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.

Use of AI in Kerv’s Recruitment Process

We recognise that AI tools can be helpful when preparing applications, improving CV presentation, researching our business, or supporting accessibility needs. However, all information submitted must accurately reflect your own skills, experience, and achievements. During assessments and interviews, unless prompted otherwise candidates must be prepared to discuss their application and demonstrate their knowledge and capabilities without help of AI. The use of AI in a way that misrepresents experience, generates responses presented as your own work, or creates an unfair advantage may result in withdrawal from the recruitment process.

You will live the Kerv values…

- Think Customer First

- Team is everything

- Spread good vibes

- Build future

- Do the right thing

At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.