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People Services Manager

London HQ - Hybrid Role

Deliveroo are currently looking for an experienced manager for our people services team. You will have responsibility for ensuring the successful running of the People Services team, based in London. Critical to your success will be the ability to build relationships with the People team globally and partner with colleagues to implement solutions to continually enhance and improve services and processes, to enable the cost-effective delivery of People services across the employee lifecycle.

A key part of this role will be empowering others, solving people related challenges, and creating a thriving team environment. Ideally you’ll have strong operational HR expertise, experience of leading and developing teams, and a proven ability to lead by example within a People function. This underpins the firm's goals to attract, retain and develop exceptional talent. Whilst our approach is global, we must ensure that our processes and employee experiences are as seamless as possible, driving self-service and optimising automation.

You will have line management responsibility for the People Services team, ensuring a high

level of engagement and performance, fostering their ongoing development, and promoting a mindset of continual improvement. Driving performance metrics for the team, and managing these SLAs, is a key part of the role.

What you will be responsible for

Working within a global team, you will be responsible for the People Services team and the operation of Service Now, our ticketing and case management tool. You will be responsible for optimising the end user experience, driving automation and self-service wherever possible.

What you will do

• Lead and supervise the day-to-day activities of the People Services team.
• Provide effective and ongoing feedback and support as required.
• Responsible for the team's performance to SLAs and the quality of their outputs and deliverables.
• Partnering with the business partnering team and SME areas (such as Reward) to ensure efficient and effective use of the Service Now application.

• Proactively look for opportunities to improve processes, procedures and increase efficiencies throughout the employee experience lifecycle. The ability to undertake this with an employee perspective, and inputs to drive the user experience.
• Work in partnership with the People Services Change and the Enterprise Tech team to

• drive a programme of continuous improvement for Service Now and its processes, whilst
• suggesting opportunities for more significant developments e.g. system upgrades, expanded functionality and automation of manual elements of processes.
• Document system design and processes for governance, compliance, and general reference.

• Lead the development, introduction, and regular review of a standardised suite of people data reporting and dashboards (from Service Now)for use within the team and with senior stakeholders.

• Complete regular quality checks to support the production of a quality service to all our employees, managers and colleagues.

Your experience

• Previous experience of managing a People Services team, providing operational
• HR support, within a People function is essential.
• Previous experience of working within this environment with Service Now as the ticketing & case management tool, ideally with experience of using chat & AI functionality too.
• A strong understanding of the metrics and SLAs that will be used to manage and drive team performance to ensure a seamless service is provided to all employees, managers and colleagues is essential.
• Using dashboards and reporting to ensure visibility of workloads and individual performance.
• You will have strong attention to detail with a focus on ensuring data integrity.
• Good system acumen, with the ability to troubleshoot issues, as well as develop and implement strategies to address problem areas, with the employee experience at the forefront of solutioning.
• Strong interpersonal skills, with effective communication skills. You will be able to
• communicate complex information to stakeholders in a way that is meaningful to them.
• Ability to build strong working relationships with a variety of stakeholders across the business and the People Function.
• Comfortable operating in a hybrid working environment with a high level of autonomy within a strategic framework.
• Ability to work effectively with remote teams and stakeholders throughout the global network.
• You will have previous experience of managing a team, including performance reviews and performance management.

Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it. We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry. We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.