Senior Service Delivery Manager

Job Overview

The Talent Systems Delivery Lead plays a pivotal role in bridging the gap between product strategy and development, ensuring seamless operationalisation. This includes responsibility for the product backlog, service performance, and sprint planning.

This role requires close collaboration with the Product Owner to manage portfolio-level performance, work closely with Service Delivery Leads, and technical changes with CPO Technology teams. The successful candidate will identify opportunities for continuous improvement, support management oversight of system performance, and implement best practice governance and frameworks to standardise delivery, control, and service support across various systems.

About Your Role

• Manage Service Delivery across Talent Management, Learning, and Recruitment systems and vendors, driving high-performance results.
• Implement and oversee agile practices for the service delivery team, maintaining effective JIRA planning discipline, sprint planning, daily stand-ups, and retrospectives, aligning to the model established in HRIS.
• Prioritise work and backlog in alignment with stakeholder requirements, team capacity, and CPO tech/HRIS Workday team as necessary.
• Instil a culture of measurable improvement through KPIs across colleague experience and service delivery best practice.
• Champion the use of technical planning tools to manage and plan capacity against priorities.
• Analyse vendor roadmap enhancements and make recommendations to the Product Owner and Business Stakeholders on options.
• Support in Talent-wide programmes of activity, spanning transformation programmes, data management, optimisation, reporting needs, integration opportunities.
• Understand and analyse innovation across the technology and vendor landscape to inform intelligent recommendations on high-value options to address stakeholder requirements.
• Seek and act on trends in service tickets improving experience for employees and HR.
• Demonstrate best practice through the management of critical incidents across the technology portfolio coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
• Support the Talent Product Road Map in partnership with Product owners for other systems within HRIS & technology teams to develop house governance and consistent approach to manage process and service optimisation.
• Act as an advocate for Talent tools and service delivery activities, representing the team at key forums.
• Be responsible for the end-to-end measurement of the Talent and Learning experience and use this to inform improvements and strategic direction in partnership with the Product Owner.
• Develop SME expertise across Talent and Learning platforms and strategy and become a trusted advisor to senior stakeholders in the business.

Requirements

• A thorough understanding of core HR systems, preferably exposure to or a combination of Cornerstone, Workday, Gloat.
• Experience in managing performance of third-party-provided services and vendors.
• Knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
• Strong organisational skills.
• Experience of developing and guiding junior team members.
• Understanding of integration designs and associated system processes.
• JIRA and agile methodology.
• Skill to manage system audits and test cycles, providing efficiency and accuracy to support activities.

Benefits

• We offer a comprehensive benefits package, including flexible working arrangements and a commitment to your wellbeing.
• We value your development and provide opportunities for growth and career progression.
• Join our dynamic team and feel rewarded by the work you do and happy to be part of our community.

Keyword: TalentSystemsDeliveryLead