People Services Manager – Service Delivery

People Services Manager – Service Delivery

Location: Homeworking with time spent at our Bradford Office

Salary: circa. £60,000 per annum

Permanent, full time 37.5 hours per week

We’re looking for an experienced People Services Manager – Service Delivery to lead our high-performing People Services function. This is a key role in ensuring colleagues across the organisation receive a consistently positive, professional, efficient, and customer-focused service at every stage of the colleague lifecycle.

Delivering strong leadership and strategic thinking, you’ll be responsible for embedding a culture of service excellence, driving continuous improvement, and ensuring our People Services team is recognised as a trusted and reliable partner to the business. From overseeing HR administration and employee relations, to leading service transformation projects, you’ll play a pivotal role in delivering a first-class experience for both colleagues and managers.

What you’ll be doing

• Leading and developing a high performing People Services team, building capability and resilience.
• Driving a culture of customer excellence, innovation, and continuous improvement.
• Overseeing and optimising the end-to-end delivery of all People administrative and employee relations services.
• Developing and managing service level agreements (SLAs) and performance measures.
• Providing expert advice on complex employee relations cases, supporting early and fair resolution.
• Optimising processes through automation and service improvements.
• Leading and developing a coaching-orientated approach to colleague queries, enabling and supporting the build of capability.
• Building strong relationships with managers and senior leaders, acting as a trusted advisor.
• Working closely with the wider People & Culture function to ensure seamless service delivery.
• Leading on change projects to enhance efficiency, service quality, and colleague experience.

What we’re looking for

• Proven experience managing a high-volume HR shared services or transactional team.
• Experience working at HR Service Delivery Manager, People Operations / HR Operations Manager or Employee Service Manager level.
• Strong leadership skills with the ability to inspire and develop others.
• In-depth knowledge of HR processes, employment law, and HR best practice.
• A track record of driving service improvements and delivering against KPIs/SLAs.
• Experience of managing complex employee relations cases with a coaching and solutions-focused approach.
• Strong stakeholder management skills with the ability to influence at all levels.
• CIPD Level 5 or 7 (or equivalent experience/qualification).
• Excellent communication, problem-solving and project management skills.

To learn more and view the role profile please click here

Please note that this vacancy may close earlier than the advertised date if we receive a high volume of applications.

Why join us?

This is a fantastic opportunity to make a real impact in a forward-thinking organisation where People & Culture is at the heart of what we do. You’ll lead a team that’s central to colleague experience, with the scope to shape services, improve ways of working, and deliver meaningful change.

Anchor – a great place to work

Anchor is England’s largest not-for-profit providers of care and housing for older people. Our heartfelt ambition is to transform housing and care so everyone can have a home where they love living in later life.

We’re not-for-profit which means every penny we make or save is invested in the people who live with us, the places they live and the people who work here. That means a better standard of care and customer service, better wages, more investment in training and development and improved facilities.

Our values

Every one of us can make a difference to our residents and play a part in shaping homes and services around their needs.

Our Anchor values of being Accountable, Respectful, Courageous and Honest apply to us all, whether you manage colleagues as part of your role or not.

Displaying our values can influence those around us to do the same. We can all be leaders at Anchor and should all be driven by the same customer ethos. Our Anchor Leadership Framework helps align these values with the skills and behaviours we demonstrate.