Overview
Role Purpose
The Senior People Service Delivery Manager is a senior operational leader responsible for driving efficient, compliant, and high-quality People services across the organisation. This role oversees People Administration, and the continuous improvement of People processes, together with supporting the wider people strategy through implementing and managing effective services. It also plays a pivotal role in the adoption of automation and AI-enabled solutions, partnering closely with the People Systems team to enhance service delivery and employee experience.
This leader will play a critical part in creating operational excellence by establishing strong governance, robust Standard Operating Procedures (SOPs), clear documentation, and scalable processes that support organisational growth.
Responsibilities
Leadership & Team Management
* Lead, develop, and coach the People Services team to deliver a high-quality, customer-focused People operational service.
* Cultivate a culture of accountability, operational excellence, and continuous improvement.
* Ensure the team maintains high standards of data accuracy, confidentiality, and compliance.
People Administration
* Oversee all core employee lifecycle processes, including onboarding, offboarding, job changes, contract management, and data administration.
* Ensure timely and accurate processing of employee information in the People systems.
* Maintain governance over employee records and ensure compliance with statutory and internal policy requirements.
* Develop KPIs, SLAs and RACI’s, together with shaping the service provision.
Process Efficiency & Simplification
* Conduct end-to-end reviews of People processes to identify waste, complexity, and opportunities for simplification.
* Implement best practices in operational workflow design, standardisation, and automation.
* Establish and monitor service-level agreements (SLAs), key performance indicators (KPIs), and operational dashboards.
AI Adoption & Service Innovation
* Lead the integration of AI and automation technologies within People Service Delivery to enhance speed, accuracy, and employee experience.
* Partner with People Systems, TIG, and external vendors to design and deploy AI-driven tools (e.g., chatbots, automated workflows, agents and document generation).
* Assess emerging technologies to modernise People operations and drive digital transformation in partnership with the People systems team.
Partnership with People Systems
* Act as a strategic business partner to the People Systems team to align operational needs with system capabilities.
* Collaborate on system enhancements, configuration changes, testing cycles, and data governance initiatives.
* Ensure People processes are system-enabled rather than manual, wherever possible.
SOPs, Governance & Documentation
* Own the creation, maintenance, and governance of all People operational SOPs, process maps, playbooks, and employee-facing documentation.
* Ensure processes are clearly documented, regularly reviewed, and aligned with internal controls and audit requirements.
* Lead operational readiness for new policy launches, system changes, and organisational initiatives.
Note: This description excludes some sections not essential to the job content and is not exhaustive.
Qualifications
Required
* 8+ years of HR Operations/People Services experience, with at least 3 years in a management or senior leadership role.
* Strong expertise in employee lifecycle processes and payroll operations.
* Experience driving process optimisation, automation, and service delivery improvements.
* Proven ability to manage cross-functional initiatives and collaborate effectively with the People Systems team.
* Deep understanding of data privacy, compliance, and HR operational controls.
* Excellent communication, stakeholder management, and team leadership skills.
Preferred
* Experience deploying AI solutions in People operations.
* Lean, Six Sigma, or similar process improvement certification.
* Experience in a multi-site organisation.
* Demonstrated success in scaling People Operations during periods of rapid growth.
Additional Information
Atlassian Williams F1 Team is an equal opportunity employer that values diversity and inclusion. We are happy to discuss reasonable job adjustments.
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