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Service Delivery & Continuous Improvement Manager
Pearson
London, , United Kingdom
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Description
12 months Fix Term contract
Team management responsibilities
• Direct line manager for three Global SD&CI advisors based in London
• Dotted-line responsibility for a broader team of 4 SD&CI resources based in the Pearson People Services (PPS) shared service centres
• Responsible for the team management across all SD&CI resources, including setting team goals and day to day work / priorities
• Responsible for the establishment of a continuous improvement mindset across all HR Operations team members
• Identify, develop, and communicate new Six Sigma / Lean strategies, methodologies and tools and execute at least three Six Sigma / Lean projects annually
Key deliverables of the role
• Overall responsible for the effective delivery of services from HR Operations to the business / wider HR
• Overall responsible for the HR change request process; from impact assessment through to deployment
• Overall responsible for the shared service centre transition roadmap and work with HR Operations leadership team to plan and deliver future transitions of work into the centres
• Support Local SD&CI team with transition deployment such as running service rehearsal, facilitating and delivering knowledge transfer sessions and supporting with training delivery for any new services/scope we bring into PPS
• Owns and manages the PPS Service Catalogue which documents our scope of services and delivery models
• Drive the teams to produce world class operating procedures and documentation which is required for successful service delivery
• Identify and implement continuous improvement initiatives within Pearson People Services
• Drive the identification and sponsorship of improvement opportunities which will increase efficiency, reduce costs and thus contributing significantly to meeting overall business objectives
Stakeholders interacted with
• Partner with the HR Operations 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 operations at all times and solution gaps / issues as they arise
• As a member of the HR Ops Leadership team, act as a key point person for broader HR & business stakeholder needs
Qualifications
Essential Skills /Experience
• 5+ years of previous experience of working within an HR Operations / Shared Service Center model
• Experience of managing global, remote teams in a shared service centre context
• HR process & policy expertise/ including knowledge of compliance and audit responsibilities of a service centre function
• 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 but not essential
• Six Sigma / Lean training
Personal Style and Behaviour
• Respect for Our values: Brave, Imaginative and Decent
• Organised
• Proactive
• Resilient enabler of change
• Adaptive
• Collaborative with peers and colleagues to drive involvement and engagement
• Comfortable operating in a changing and ambiguous environment
• International and cultural sensitivity and awareness
Inclusive and positive in a broad scope team