HR Service Delivery Manager - 12 month Fixed-term employment

Working at Atlassian
Atlassians can choose where they work - whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity.
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 HR Operations. 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. Reporting to the Head of HR Operations, you will have a complete end-to-end accountability for delivery of high quality services to candidates, managers, employees and People team. HR Services are chat and requests based (no calls) and include employee queries management for the entire employee life cycle, on-boarding & off-boarding, HR data administration, contingent workforce administration and reporting and analytics management. You will be expected to challenge the status quo, proactively look for opportunities to improve our services through effective change and transformation (such as AI enabled process improvements and automation.

• Service leadership, management and delivery - Monitor, control and support service delivery to Atlassian. Ensure future demand from organisational growth is understood and factored into capacity planning for HR Operations 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 HR Operations team. Lead service delivery to meet set goals and targets. Regularly monitor reporting of KPIs and SLAs 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 - Develop key strategic support relationships with People Teams CoEs and wider business, to understand their evolving needs.
• Team development - Foster 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 and managing Business Continuity framework
• Operational reporting and AI enabled continuous improvement

• 10+ years of experience in a HR service delivery management, including operational management role in a large, customer-centric organisation providing chat and requests based services
• AI enabled process improvement 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

Preferred Qualifications

• BA/BS degree in Business, Economics or a related field
• Process improvement certification (Lean or Six-Sigma Certification)
• Agile project management and delivery
• Experience with Workday or other HR Management systems
• Sound IT literacy skills
• Strong analytical and problem solving skills with ability to formulate tentative strategic decisions.
• Knowledge of Atlassian products/tools e.g. Jira Service Management, Confluence, Atlassian Analytics
• Solid knowledge of HR technologies, Analytics and Automation

Benefits & Perks
Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits .
About Atlassian
At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.
We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.
To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.
To learn more about our culture and hiring process, visit go.atlassian.com/crh .