HR Service Delivery Manager

Our client is seeking an experienced HR Service Delivery Manager to support the day-to-day delivery of HR operations in line with the organisations people strategy. This is a pivotal role with responsibility for operational, people-focused service delivery, ensuring that HR priorities are translated into effective, practical outcomes across the business. The successful candidate will work closely with senior stakeholders to drive consistency, improve processes, and support a high-performing people function.

Accountabilities and Deliverables

• Recruitment
  • Maintain a robust approval to hire process.
  • Drive efficiency and consistency in hiring, interviewing, selection, referencing, and documentation to ensure clear audit trails.
  • Ensure recruitment practices fully align with data protection regulations.
  • Manage relationship/communication with external recruiters as required.
• Onboarding
  • Work with the HR Director to develop and maintain best-practice onboarding guidance and training for managers.
  • Ensure general employee onboarding content remains up to date and reflects organisational and strategic changes.
  • Oversee the day-to-day probation process and ensure that relevant data is available to support assessment of hiring quality.
  • Monitor the delivery and quality of role-specific onboarding and support the development and continuous improvement of an onboarding framework for other departments to use.
  • Plan and attend in-person onboarding sessions, including occasional travel to international offices when there are high volumes of new starters.
• Day-to-Day HR Service Delivery
  • Support HRBPs in their individual specialisms (People, L&D, Recruitment) by providing proactive and positive line management, project coordination and acting as first point of escalation.
  • Triage employee relations issues, assigning cases to the most appropriate team member, owning end-to-end resolution of some cases and delegating or escalating cases as appropriate.
  • Support managers in leading their teams effectively and in line with organisational values, policies and best practice.
  • Ensure the HR Director is kept up to date with all material issues, risks and decisions affecting the HR function.
• HR Tech Stack
  • Day-to-day lead for HR systems processes and configuration.
  • Support the optimisation, adoption and continuous improvement of HR systems to improve efficiency and user experience.
  • Support day-to-day supplier relationships and work with the Technology function and HR Director on contract review and renewal activity.
  • Support day-to-day employee data management controls, including data retention, access permissions and controlled integrations, in line with data protection requirements.
• Training Process Improvement and Optimisation
  • Deliver and coordinate live training and advice sessions, both online and in person, as needed.
  • Support the HRBP Learning to provide oversight and reporting of day-to-day training function and support the auditing of compliance training.
  • Approve training requests in line with budget and internal processes.
  • Facilitate both knowledge sharing, internal networking and formal training for managers.
  • Training delivery may require travel to other offices in UK and Kosovo.
  • Work with Sales Enablement & Learning Manager to ensure commercial enablement onboarding and training is complementary to, rather than duplicating the general onboarding and training programme.
  • Support capability building for Managers and HR Team.
• Project Delivery
  • On time delivery of defined standalone projects as required, with or without the assistance of the wider HRBP team.

Core Competencies

• Good stakeholder management with an ability to build trusted relationships across departments.
• Confidence to present to large groups both online and in person.
• Awareness of Employment Law & Compliance requirements.
• Skilled at process improvement and able to identify gaps and drive continuous improvement in day-to-day HR delivery.
• Able to coach and build capability in the HR Team, in line managers and the wider business.
• Proficient in use of HR systems and able to champion digital adoption across the HR Function.
• Able to maintain discretion and ethical judgement.
• Strong delivery focus: able to manage work through to completion, set clear expectations, follow through on actions, and close the loop with managers and other stakeholders.
• Customer-centred mindset (internal and external): design HR services that remove friction for colleagues and consider downstream customer impact when shaping people decisions and process changes.
• Skilled at pragmatic, risk-based decision-making, seeking input/approval when there are material legal, reputational, or financial implications.

Qualifications & Experience

• CIPD Level 3 minimum (CIPD Level 5 preferred).
• Mid-level HR experience (preferably in multiple territories).
• Previous team leader experience.
• Experience of administering HR tech solutions with a preference for HiBob, Cornerstone, SmartRecruiters.
• Demonstrable coaching and development skills.
• Experience in relevant industry preferred but not essential.
• Proficient use of Teams, Outlook, Word, PowerPoint, Excel.
• Nice to have - experience of working with Power Bi, SharePoint, Forms and Power Automate.