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Service Delivery Manager

Home based - attached to Homer Road with occasional travel to UK sites
Full Time, Permanent
Band 5

Are you passionate about systems, platforms, and supporting business-critical HR functions? At Serco Workforce Solutions, we're looking for a highly organised and solutions-focused HR Systems & Platform Support Specialist to ensure our digital platforms are fit-for-purpose, requests and incidents are handled efficiently, and our external partnerships thrive.

This is a vital role, helping to ensure our workforce systems-such as Element Suite (MyWork)-are performing at their best, compliant with data standards, and aligned with future business needs.

As part of this you'll:

Platform & Stakeholder Management

• Build and sustain strong relationships with key third-party partners such as Element Suite and BDO.
• Attend regular system review, release, and service meetings.
• Act as a key point of contact between technical teams, vendors, and internal stakeholders.

System Development & Road mapping

• Define and manage the system development roadmap for the SWS division.
• Lead quarterly roadmap meetings to prioritise features and enhancements.
• Test and oversee implementation of new releases and ensure alignment with requirements.
• Collaborate with MyTech to adopt Serco-wide developments within SWS platforms.

System Support & Maintenance

• Triage and resolve incidents and requests via MyWork and ServiceNow.
• Ensure system data, policies, and hierarchies are accurate and regularly maintained.
• Manage user access, environment controls (UAT/PROD), and platform continuity planning.

Training & Documentation

• Create and update learning and working instructions (LWIs).
• Deliver training and upskilling sessions for users and Subject Matter Experts (SMEs) on how the time and attendance functionality works.
• Document and map key processes using tools like Visio.

Data Protection & Compliance

• Act as Data Protection Champion for SWS.
• Ensure compliance with data retention policies across platforms including MyWork and SharePoint.

Payroll & HR Operations Support

• Perform monthly payroll checks to understand system integration and accuracy.
• Oversee and support system-led HR processes such as annual leave carryover and leave accrual reconciliation.

What you'll need to do the role:

• Desirable level 3/4 qualification in IT or equivalent professional experience.
• Experience working within an IT function-preferably supporting HR systems.
• Familiarity with ServiceNow and Element Suite (MyWork) - desirable.
• Strong analytical and problem-solving skills with a solutions-focused mindset.
• Ability to manage and prioritise multiple tasks and stakeholders.
• Confidence to assess and recommend improvements to existing systems and processes.

Why Serco:

Serco's purpose is to impact a better future - we bring together the right people, the right technology, and the right partners to create innovative solutions that deliver positive impact and address some of the most urgent and complex challenges facing governments globally. Our services are powered by more than 50,000 colleagues working across multiple sectors including defence, space, migration, justice, healthcare, transport, and customer services in four regions: UK & Europe, North America, Asia Pacific, and the Middle East.

In this position, your work is vital to the business, in terms of decisions and growth. You will gain a world of opportunity working for a globally operating business delivering essential services across 5 vital sectors, personal growth, achievement, and development won't be hard to find. You'll also work with great people. You'll find yourself working in a highly motivated, supportive environment where no two days are the same, with experienced colleagues who strive for excellence.

What we offer:

• 25 days annual leave plus bank holidays.
• Annual leave purchase scheme.
• Up to 6% contributory pension scheme
• Flexible working options.
• Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Health Cash Plans, free flu jabs and more.
• A wealth of career development training to suit your future aspirations. These range from role specific training, leadership coaching, formal study and much more to support you to build your career with Serco.
• A safe and supportive culture.
• A company passionate about diversity and inclusion.

If you have a passion for systems, operational excellence, and supporting HR technology, we'd love to hear from you.

All Serco employees must ensure that their current line manager is aware of their application. For confidential enquiries please contact MyHR. Serco are Disability Confident Leader employers and are committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.