HR Service Centre Delivery Lead

HR Service Centre Delivery Lead

AWE is currently recruiting for a HR Service Centre Delivery Lead. This role holds strategic accountability for the end-to-end performance and continuous improvement of all HR Service Centre operations. This senior leadership role commands oversight of multiple specialist teams—including AskHR (Tier 1), HRIS support (Tier 2), and transactional processing—ensuring seamless, high-quality service delivery that consistently meets or exceeds SLAs and employee expectations. The postholder will lead through others, driving operational excellence, fostering a culture of service ownership, and embedding a mindset of continuous improvement across a multi-team environment.

Location: RG7 4PR, located between Reading and Basingstoke, with free onsite parking. Plans to relocate role to Green Park, Reading, from October 2025.

Working pattern: AWE operates a 9-day working fortnight. We will consider flexible working requests so that your work may fit in with your lifestyle. Just let us know your preferred working pattern on your application.

As part of your role, you will:

• Lead the end-to-end delivery of Tier 0, 1, and 2 HR services, including VIP support, ensuring employee needs are met with timely, expert resolution and a consistent service ethos.
• Own all transactional processing activities, including onboarding and EIB data loads, ensuring accuracy, compliance, and seamless employee experiences.
• Inspire, coach, and manage HR team leaders, fostering a high-performing, inclusive culture grounded in collaboration, accountability, and continuous development.
• Identify and implement opportunities to optimise HR processes, embedding best practice and standard operating procedures to drive efficiency and elevate the employee journey.
• Define and manage KPIs and employee feedback mechanisms, using data and insights to drive improvements and evaluate the impact of service delivery.
• Ensure robust compliance with all internal policies and employment legislation, embedding risk management and governance across all service lines.
• Deliver high-quality reporting and insightful commentary, translating service centre trends, performance, and opportunities into clear, strategic actions for senior stakeholders.

We do need you to have the following:

• CIPD or equivalent HR Qualification, or relevant experience.

Whilst not to be considered a tick list, we'd like you to have experience in some of the following:

• Minimum of 5 years of experience of working in a business facing HR role, with at least 2 years in a managerial role within an HR service centre or similar environment.
• Experience with data analytics and HR metrics.
• Knowledge of emerging HR technologies and trends.
• Experience of driving results in a multi-faceted, demand led environment.
• Proven success in developing and managing a high performing team.
• Strong understanding of HR processes and best practices.
• Excellent leadership and team management skills.
• Proficiency in HR technology solutions (e.g., HRIS, case management systems).
• Strong analytical and problem-solving abilities.
• Effective communication and interpersonal skills.
• Experience with process improvement and optimization.
• Ability to work collaboratively with cross-functional teams.
• Strong stakeholder management skills, able to influence and engage others.

Next steps: Everyone who works at AWE brings unique skills and perspectives to the table. We recognise that great people don't always 'tick every box'. That's why we focus on your potential, your fit with our values, your transferable skills as well as your experience. Even if you don't meet every point above, but you feel that this role and AWE are a great fit for you, please go ahead and apply, we'd love to receive your application.

Important things you need to know:

• We encourage you to apply promptly to avoid disappointment if applications are high and the role therefore closes.
• You will need to obtain and maintain the necessary security clearance for the role. This will be funded by AWE. The nature of our work does mean you need to be a British Citizen who has been resident in the UK for the past 5 years in order to apply for SC clearance and 10 years for DV.
• We want you to feel comfortable and able to shine during our recruitment process. Please let us know on your application form if you need any adjustments/accommodations during the process.
• Our interviews typically take place over Teams and for most roles are a 1 stage process.

Our ambition is to create workplaces where we recognise and celebrate differences, encourage diverse contributions and our employees feel able to be themselves at work. We strive to create a genuine culture of openness and inclusion and encourage diverse applicants. Any inclusion information you provide will be stored in accordance with GDPR and kept separate from your application form and CV, and the information will not be shared with anyone involved in interviewing or making hiring decisions.

Please note that you must be a British Citizen to apply for a role with us.