HR Service Delivery Manager

HR Service Delivery Manager  
Hybrid - Solihull Based     
Full Time, Permanent    

£50,000 - £60,000 per annum (dependent on experience)


Here at Serco, we are seeking an experienced HR Service Delivery Manager to manage our key back-office HR Shared Service activity, across the following teams, including but not limited to; Pensions administration, HR Helpdesk and Middle East (ME) Payroll & Transaction Services. You will be responsible for the management of the entire HRSS back-office delivery model, leading the operational running of these services to meet service level requirements and KPIs, whilst delivering exceptional customer service.

As part of this you'll:


  • Relationship management: Be responsible for ensuring full HR end to end relationship management of two separate legal entities that Serco provide HR shared service offering
  • Financial governance: Present team resource requirements, managing/forecasting people costs for your areas, ensuring supplier invoices are paid
  • Middle East service delivery: Deliver multiple HR shared services such as Transaction Services, HRIS, Final Settlement and Payroll with circa 25,000 tickets per annum
  • UK Helpdesk: Lead a high performing, autonomous team to deliver a tier 1 helpdesk that manages all general HR queries and triages to an SME team where appropriate
  • UK Pensions admin: Deliver the cyclical monthly activities alongside management of statutory risk review elements encompassing circa 15,000 tickets per annum
  • Team Management:  Day to day line management of 4 direct reports
  • Process automation: Identify high volume/low effort processes to develop automation to increase team capacity/reduce wastage

What you'll need to do the role:

  • Extensive operational experience across a Shared Service environment
  • Effective relationship management skills
  • Experience of HR processes and operational HR is desirable
  • Transformation experience is required for continuous improvement
  • Expert knowledge of employment law regulations, including statutory regulations effecting the transitions team
  • Working knowledge of SAP, SNOW and Resourcelink is advantageous
  • Strong financial acumen
  • Effective problem-solving skills and ability to develop innovative solutions
  • Customer focussed with experience in delivering enhancements to customer service
  • A commercial and pragmatic approach to providing HR solutions
  • Ability to influence at all levels within the organisation including senior stakeholders


Why Serco:


Meaningful and vital work: In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement and development won't be hard to find. You'll also work with great people. You'll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.


What we offer:


  • Company car
  • Bonus scheme - 5% on target, 10% exceeding targets
  • Private healthcare
  • Flexible working considered
  • Pension - 6%
  • A company passionate about diversity and inclusion
  • Growth and development opportunities - Serco will support with a range of qualifications
  • A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Bupa Anytime HealthLine, Thrive App, Simply Health Plans and more
  • Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure and Hospitality discounts
  • Up to 25 days annual leave plus bank holidays, with the option to purchase more
  • Life assurance



About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.



Please click on the apply button to be taken to our careers website


Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.


We see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates. We're a proud holder of the Silver Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background. 

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Contract Type
Expiry Date
06/12/2023 01:32:00
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