People Services Manager – Service Delivery Location: Homeworking with time spent at our Bradford Office Salary: circa. £60,000 per annum Permanent, full time 37.5 hours per week We’re looking for an experienced People Services Manager – Service Delivery to lead our high-performing People Services function. This is a key role in ensuring colleagues across the organisation receive a consistently positive, professional, efficient, and customer-focused service at every stage of the colleague lifecycle. Delivering strong leadership and strategic thinking, you’ll be responsible for embedding a culture of service excellence, driving continuous improvement, and ensuring our People Services team is recognised as a trusted and reliable partner to the business. From overseeing HR administration and employee relations, to leading service transformation projects, you’ll play a pivotal role in delivering a first-class experience for both colleagues and managers. What you’ll be doing * Leading and developing a high performing People Services team, building capability and resilience. * Driving a culture of customer excellence, innovation, and continuous improvement. * Overseeing and optimising the end-to-end delivery of all People administrative and employee relations services. * Developing and managing service level agreements (SLAs) and performance measures. * Providing expert advice on complex employee relations cases, supporting early and fair resolution. * Optimising processes through automation and service improvements. * Leading and developing a coaching-orientated approach to colleague queries, enabling and supporting the build of capability. * Building strong relationships with managers and senior leaders, acting as a trusted advisor. * Working closely with the wider People & Culture function to ensure seamless service delivery. * Leading on change projects to enhance efficiency, service quality, and colleague experience. What we’re looking for * Proven experience managing a high-volume HR shared services or transactional team. * Experience working at HR Service Delivery Manager, People Operations / HR Operations Manager or Employee Service Manager level. * Strong leadership skills with the ability to inspire and develop others. * In-depth knowledge of HR processes, employment law, and HR best practice. * A track record of driving service improvements and delivering against KPIs/SLAs. * Experience of managing complex employee relations cases with a coaching and solutions-focused approach. * Strong stakeholder management skills with the ability to influence at all levels. * CIPD Level 5 or 7 (or equivalent experience/qualification). * Excellent communication, problem-solving and project management skills. Please note that this vacancy may close earlier than the advertised date if we receive a high volume of applications