Head of Service Delivery - HR & Payroll

UK Shared Business Services Ltd; Swindon; Hybrid; GBP 61,000 - 74,000; Full time

Job summary

UK Shared Business Services Ltd in Swindon, Newport or Stockton-on-Tees is seeking a Head of Service Delivery – HR & Payroll. This senior role leads HR and Payroll operations within a transformed, digital-first shared services environment, reporting to the Service Delivery Director and shaping the strategy and SLAs.

You will drive continuous improvement, manage budgets, and build strong client relationships while guiding teams through evolving service models and new technology platforms such as

Qualifications

• Proven expertise in HR and Payroll lifecycle operations.
• Strong understanding of data privacy, pre-employment checks and audit frameworks.
• Working knowledge of ERP system HR business processes and security configuration.
• Proven senior leadership experience with a strong continuous improvement mindset.
• Ability to use management information to drive service improvement.
• Experience managing budgets and driving service efficiency.

Responsibilities

• Set the strategic direction and roadmap for the HR & Payroll service lines, ensuring delivery against SLAs and cost targets.
• Partner with clients and Global Process Owners to anticipate future needs and support the development of service offerings.
• Manage and report on service performance within a tiered service delivery model, identifying trends and opportunities for enhancement.
• Continuously improve process workflows and coordinate effective hand-offs between internal and external partners.
• Collaborate with Heads of Profession to uphold service standards and ensure effective workforce planning.
• Approve and oversee the implementation and application of policies, managing risks and audit readiness.
• Lead service improvement activity to drive efficiency, resilience and a culture of continuous improvement.
• Support organisational transformation through the introduction of new technologies and clients.

Skills

HR operations

Payroll operations

Data privacy

Audit frameworks

ERP HR processes

Security configuration

Leadership

Performance management

Budget management

Change/continuous improvement

Tools

Workday

Fusion HR/Payroll

ERP systems

Job description

• Billingham, County Durham, United Kingdom

• Swindon, Wiltshire, United Kingdom
• Newport, United Kingdom
• Billingham, County Durham, United Kingdom

Job Description

Head of Service Delivery – HR & Payroll

Swindon, Newport, or Stockton-on-Tees – flexible and hybrid working options
Band G - £67,383

We are in an exciting period of transformation that will shape the future of shared services across government. Through the introduction of new technology platforms, service lines and clients, we are expanding both the scale and sophistication of what we do. This includes transitioning to a multi-ERP platform organisation, onboarding new government clients and reimagining how we deliver services to provide a seamless and digital-first customer experience. During this period of transformation, the roles will evolve to include the delivery of our service to other clients, both existing and/or new.

We now have an exciting opportunity within Service Delivery for an experienced leader with proven expertise in HR and Payroll operations, coupled with a passion for delivering high-quality services and helping to shape the future of our organisation. Reporting into the Service Delivery Director, you will set the strategic direction for HR & Payroll service lines, ensuring excellent service delivery, continuous improvement and strong client relationships whilst leading teams through a dynamic and evolving service environment.

Duties will include, but not be limited to the following:

Set the strategic direction and roadmap for the HR & Payroll service lines, ensuring delivery against Service Level Agreements (SLAs) and cost targets

Partner with clients and Global Process Owners to anticipate future needs and support the development of service offerings

Manage and report on service performance within a tiered service delivery model, identifying trends and opportunities for enhancement

Continuously improve process workflows and coordinate effective hand-offs between internal and external partners

Collaborate with Heads of Profession to uphold service standards and ensure effective workforce and capability planning

Approve and oversee the implementation and application of policies, managing risks, controls and segregation of duties to ensure compliance and audit readiness

Lead service improvement activity, driving efficiency, resilience and a culture of continuous improvement across HR & Payroll operations

Support organisational transformation through the introduction of new technologies, processes and clients

To do this role well you will need:

Proven expertise in HR and Payroll lifecycle operations

Strong understanding of data privacy, pre-employment checks and audit frameworks

Working knowledge of ERP system HR business processes and security configuration

Proven senior leadership experience with a strong continuous improvement mindset

Ability to use management information to manage performance and drive service improvement

Experience managing budgets, tracking benefits, driving service efficiency and maintaining operational resilience

Experience supporting new client adoption of services would be advantageous

Knowledge and experience of Workday and Fusion HR/Payroll is highly desirable

We are an inclusive and Disability Confident employer and welcome all applications.

Successful candidates may be required to undergo Security Clearance (National Security Vetting) as part of their employment. To meet these standards, applicants must normally have lived in the UK for at least the last five years and be able to satisfy background, identity and criminal record checks.

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn.

We look forward to hearing from you.

We are UKSBS. We are creating a place where people love to work, a culture where we lead, we change, we deliver and we empower our people to be curious, take action and add value.