Senior People Operations Delivery Manager

hackajob is collaborating with British Airways to connect them with exceptional tech professionals for this role.

We are looking for a Senior People Operations Delivery Manager to lead the delivery of HR services across the full employee lifecycle. The role is responsible for managing People Operations teams, driving operational excellence, leading the adoption and implementation of change initiatives, and using data to improve service performance and colleague experience.

What You’ll Do

• Lead People Operations delivery teams (c.15 FTE) to provide high-quality HR services across Tier 1 query management and employee lifecycle processes.
• Manage performance against SLAs, KPIs and quality standards.
• Lead the delivery of change programmes, using HR data and service insights to assess readiness, identify risks, and ensure successful adoption of new systems and processes.
• Use HR data, analytics, and service metrics to identify trends, diagnose root causes, and drive actionable improvements.
• Ensure compliance with GDPR, employment law, audit controls, and internal policies.
• Collaborate with HR, Finance, Reward, Payroll, Legal and Colleague Relations teams.
• Manage third-party service providers and ensure effective governance.
• Build an inclusive, high-performing team culture through coaching, performance management and leadership behaviours.

What You’ll Bring To British Airways

• Strong leadership experience with advanced knowledge of HR Operations, Shared Services or HR Process Delivery.
• Proven track record in managing change, including leading transformation initiatives and ensuring successful adoption of new systems and processes.
• Proficient analytical skills; ability to interpret HR metrics, service data and workforce trends, translating data into clear insights and operational actions.
• Strong Excel skills.
• Strong decision-making, prioritisation and problem-solving capabilities.
• Knowledge of compliance frameworks including GDPR, employment law and audit requirements.
• Excellent communication skills, with ability to influence senior stakeholders.
• Ability to coach and develop managers and teams.
• Highly organised, structured and able to work in a fast-paced environment.
• Degree-level education or equivalent experience (desirable).
• CIPD or relevant HR qualification (desirable).
• Experience using HR technology, case management platforms or workflow systems.

We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary. From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family. At British Airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress. We never stand still, and we don’t expect our people to either.

Inclusion & Diversity

At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work. Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.