HR Service Delivery Manager - EMEA region

This a Full Remote job, the offer is available from: EMEA Overview We are looking for an experienced People (HR) Service Delivery Manager to join our People Operations team at Atlassian, to help build and manage scalable, reliable and customer-centric People Services. Do you have an aptitude for enacting change within an organisation that has an international footprint? If you are passionate about high-performing teams and delivering great experiences to Atlassian candidates, employees and managers through our services then we need you! The primary responsibility of the role will be to manage and continually improve the HR services that support Atlassian employees and the People Team through the swarming service model. Reporting to the Head of People (HR) Operations, you will have a complete end-to-end accountability for delivery of high quality services to candidates, managers, employees and People team, through our Service Centre and HR onsite support teams. HR Services include recruitment support, on-boarding & off-boarding, benefits & compensation support, performance reviews, learning and development services, exits and more. You will be expected to challenge the status quo, proactively look for opportunities to improve our services through effective change and transformation (such as process re-engineering, automations, advanced technologies and AI). Responsibilities As a successful candidate, you will be a highly experienced Service Delivery Manager that has led a shared services center for a complex environment, ready to hit the ground running in a fast scaling and continually changing organisation. You will have proven and deep subject matter expertise in HR operations, process improvement and transformation, HR technology and systems implementation, project management, compliance, vendor management. You will know how to collaborate with and influence senior business, leaders to ensure HR services delivered align with Atlassian practices and culture. Key responsibilities:  • Service leadership, management and delivery - Monitor, control and support service delivery to Atlassian. Ensure future demand from organisational growth and projects is understood and factored into capacity planning for Shared Services systems and teams. Ensure service delivery methodologies and procedures are implemented and adhered to. • Driving service excellence – Manage the quality of services provided to the organisation and the performance of the Shared Services team. Lead service delivery to meet set goals and targets. Implementing effective solutions that align service and technical delivery in a timely manner. Regularly monitor reporting of KPIs, SLAs and OLAs to ensure excellent service delivery and address gaps when necessary. Synthesise performance data to inform service delivery improvement strategies that contribute to further expansion of services delivered to customers. • Stakeholder alignment and engagement across multiple sites – Develop key strategic support relationships with People Teams (CoEs), 3rd party vendors and customers (Atlassians) to understand best practices of service delivery. Managing relevant key stakeholders while driving solution management that always represents customer interests. • Team development – Fostering employee growth through active learning and mentorship to facilitate professional development. Accountable for effectively managing staff including recruitment, training, target setting and performance assessment. • Developing, operationalising and managing Business Continuity framework • Operational reporting and continuous improvement Additional Responsibilities May Include • Ownership of major incidents to ensure coordination of resolving parties, effective communications to impacted stakeholders and post-incident reviews • Ownership of incident, request, change and escalation processes, ensuring high levels of performance and accurate reporting • Provide recommendations for service improvement based on success metrics or past incidents • Development and implementation of service management frameworks in line with Atlassian strategic goals and practices • Collaborate with project management team on new project initiatives that directly impact the People Shared Services team • Engage with and influence decision making with key shared service stakeholders, such as the People Team or 3rd party vendors, to ensure efficient and cost-effective deliverables • Support and facilitate Shared Service organizational structure and definition of roles and responsibilities • Collaborate with HRIS to improve/enhance the Shared Services technology to better deliver services • Managing and maintaining HR knowledge repositories on Confluence • Ensure service governance and controls adhere to policies, regulations and audit requirement Qualifications • 6+ years of experience in a HR service delivery management, including operational management role in a large, customer-centric organisation • Process improvement and re-engineering / transformation experience • Strong knowledge and experience in developing HR services using lean, agile and design thinking methodologies • Ability to deal with ambiguity in a constantly changing/ fast paced environment • Excellent interpersonal and leadership skills, with ability to work within a team environment • Ability to effectively manage and motivate teams individually and through others • Excellent written and oral communication skills. Strong communication skills with the ability to explain technical business processes, concepts and issues to different audiences • Demonstrates successful track record in building sustainable relationships with all stakeholders • Experience in managing multiple medium-large teams with conflicting priorities and tight deadlines. • Strong attention to detail and excellent organisational skills