Responsibilities:

- Manage Service Delivery across Talent Management, Learning and Recruitment systems and vendors, driving high performance.

- Implement and oversee agile practices for the service delivery team, maintaining effective JIRA planning disicipline, sprint planning, daily stand ups and retrospectives, aligning to the model established in HRIS.

- Prioritisation of work and backlog in alignment with stakeholder requirements, team capacity and CPO tech / HRIS Workday team as necessary.

- Instill a culture of measurable improvement through KPIs across colleague experience and service delivery best practice.

- Champion the use of technical planning tools to manage and plan capacity against priorities.

- Analyse vendor roadmap enhancements and make recommendations to Product Owner and Business Stakeholders on options.

- Support in Talent wide programmes of activity, spanning transformation programmes, data management and optimation, reporting needs, integration opportunities.

- Understand and analysis innovation across the technology and vendor landscape to inform intelligent recommendations on high value options to address stakeholder requirements.

- Seek and act on trends in service tickets improving experience for employees and HR.

- Demonstrate best practice through the management of critical incidents across the technology portfolio coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews

- Support the Talent Product Road Map in partnership with Product owners for other systems within HRIS & technology teams to develop of house governance and consistent approach to manage process and service optimisation.

- Act as an advocate for Talent tools and service delivery activities, representing the team at key forums.

- Be responsible for the end to end measurement of the Talent and Learning experience and use this to inform improvements and strategic direction in partnership with the Product Owner.

- Develop SME expertise across Talent and Learning platforms and strategy and become a trusted advisor to senior stakeholders in the business.

Experience and Qualifications:

- Knowledge of and practical service delivery experience of core HR systems preferably exposure to or a combination of Cornerstone, Workday, Gloat.

- Experience in managing performance of third-party-provided services and vendors

- Knowledge of escalation procedures, incident management, and other disciplines related to service delivery

- Strong organizational skills

- Experience of developing and guide junior team members

- Understanding of integration designs and associated system processes

- JIRA and agile methodology.

- Skills to manage system audits and test cycles, providing efficiency and accuracy to support activities