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Service Delivery & Continuous Improvement Advisor
Pearson
London, , United Kingdom
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Description
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
Key Deliverables
• Manage the delivery of a change request from impact assessment right through to deployment: keeping all work-streams on track for and liaising closely with the relationship manager who is responsible for communicating the change out to the broader business
• Support the knowledge management team with content updates (work instructions, how to guides etc.) and upload to the HR portal
• Support the Local SD&CI teams with transition activities such as running service rehearsal, facilitating and delivering knowledge transfer sessions and supporting with training delivery for any new services/scope we bring into Pearson People Services
• Maintain the Service Catalogue which documents our scope of services within Pearson People Services
• Support in the maintenance of operating procedures and any other documentation which is required for successful service delivery
• Identify and implement continuous improvement initiatives within Pearson People Services in line with our global consistency dashboard
Workstream responsibilities
• Partner with the relationship manager and other key stakeholders within the knowledge management, HRIS and HR Solutions work streams to deliver change requests
• Collaborate with Pearson People Services Directors to facilitate effective service delivery
• Partner with key Enabling Program stakeholders to facilitate future service transition into Pearson People Services
Qualifications
Essential Skills /Experience
• Previous experience of working within an HR Operations / Shared Service Center model
• Experience of managing change requests/project management experience desired
• Excellent attention to detail and ability to work under pressure
• Organised and ability to prioritise workload
• Ability to build relationships with overseas/remote teams
• Proven ability to work within tight timelines
• Think critically, to recognize/anticipate a problem (technical, operational, process, organizational), and to identify and implement best solutions in a timely manner
• Knowledge of ServiceNow & Oracle Fusion would be beneficial