As well as leading the team, the Service Delivery Lead (People Services) role is responsible for delivering a service delivery framework which supports our strategy through collaboration, stakeholder engagement, first class levels of customer service, quality and compliance.

• Provide thought leadership and be responsible for the delivery of a high performing, customer focused and agile People Services function.
• Drive a culture of quality and high performance, with a focus on team collaboration, simplicity, ongoing improvements and creating an excellent employee experience.
• Ensure services provided are fit for purpose, business focused and support the HR People Strategy.
• Drive change, ensuring process improvement and efficiencies that enable continuous service delivery improvement.
• Drive a culture of quality, continuous improvement and customer service across the People Services function – to include people, systems, and processes.
• Build and develop close working relationships with key stakeholders /leadership teams to enable a collaborative service culture.
• Partner and collaborate with GBS Service Delivery leads, GPOs, HR and COEs to ensure a global approach is taken to service delivery.
• Manage global People Services teams and deliver a global service.
• Understand local business drivers and operational needs, ensure where appropriate these are incorporated into service delivery.
• Work with stakeholders to ensure the Shared Services delivery model is fit for purpose and meets the needs of the business.
• Drive standard process whilst being mindful of local needs and adapting where appropriate.
• Represent GBS and People Services in all appropriate global forums.
• Provide input into decisions relating to the service delivery model and associated projects.
• Lead on special projects. Ensure the transition from project to business as usual is seamless for all stakeholders.
• Ensure appropriate SLAs and KPIs exist and are monitored to ensure the highest levels of service delivery are met and maintained.
• Lead, inspire, motivate and up-skill the People Services teams to ensure People Services is a high performing function.
• Accountable for ensuring resource levels within the function enable an agile workforce which can respond to changing volumes and business expectations.
• Ensure adherence to audit and regulatory requirements both internal and external (GDPR and SOX) ensuring the Company is compliant and risks are mitigated.
• Manage the People Services budget. Ensure targets are met and efficiencies identified and implemented to ensure the People Services function is a value for money service.

• Strong HR Shared Services leader, with proven capability to lead, develop and motivate a team and create a best-in-class delivery model.
• An ability to take personal accountability and have impact across deliverables.
• Results orientated and ensures that people and organisation values are upheld in all activities
• Collaborative team member who is pragmatic and can operate at both a hands-on and a strategic level.
• A commercial approach to Shared Services with the ability to identify needs across all levels/functions and implement results orientated solutions.
• A proactive and engaging approach to building stakeholder relationships.
• Ability to influence senior stakeholders.
• Works collaboratively, with ability to influence at a senior level and manage complex stakeholder relationships
• Ability to manage high workloads & conflicting priorities, both in support to the People Services teams and the wider business
• Strong customers focus mind-set. Passionate about employee experience and driving continuous improvement for all processes.
• A high degree of self-awareness and judgement, and ability to take a personal stand on issues when required.
• A strong communicator, both in writing and spoken communications.
• Demonstrates personal presence and earns trust and respect.
• Demonstrate influential and adaptable style of leadership and maintain integrity when dealing with complex situations.
• Be a key leader, advocate and representative for the People Services function and undertake leadership responsibilities accordingly.
• Demonstrable significant experience in the operational management of an HR Shared Services environment within a large, complex, and fast paced organisation.
• Experience of partnering with the business at a senior level as well as knowledge and experience of operational delivery.
• Experience of managing global teams with an ability to work across multiple time zones.