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