Service Design Implementation Lead -(People Services Fusion)
🔍 United Kingdom
Service Design Implementation Lead, People Services (Fusion Programme)
Two-year maximum fixed term contract (potential to extend)
Why Arup?
Arup is a unique organisation that is trust-owned for our employees, which means that our people are at the heart of everything we do. As a people-centric organisation, we are committed to creating an inclusive and supportive work environment where everyone can thrive and achieve their full potential. Our employees are empowered to make decisions and take ownership of their work, which fosters a culture of innovation and collaboration. At Arup, we value diversity and strive to create a workplace that reflects the communities we serve. As a result, we attract and retain some of the brightest and most talented professionals in the industry.
The Opportunity
To work in close partnership with the Global People Services and Operations Director (Programme Sponsor), and People Services Transformation director to support the people transformation and lead the implementation of new service design for global people services delivery at Arup.
The Service Design Implementation Lead plays a pivotal role in translating the Target Operating Model (TOM) and Organisational Design (OD) into actionable service delivery models.
This role is responsible for collaboration across Arup resulting in designing and implementing new ways of working across the global HR function, ensuring alignment with Oracle HCM capabilities and driving adoption of standardised, efficient, and user-centric People services.
Aligning with the Change & Engagement Lead to develop and deliver a comprehensive 2-year change strategy including the delivery of a global people services operating model change and the implementation of an Oracle HCM technology platform.
Key Responsibilities
Work with internal and external parties to translate TOM and OD into a scalable, global HR service delivery model.
Implement the design of future-state HR services, processes and workflows and ensure improvement opportunities are identified and managed.
Map services to appropriate delivery mechanisms (self-service, digital, human-assisted) and maximise the value of Oracle HCM embedded AI capabilities whilst ensuring human-centric service and member experiences.
Ensure service design aligns with Oracle HCM configuration and capabilities.
Develop and deliver training strategies to build capability in new systems, processes, and ways of working.
Design and test end-to-end service journeys from the service and member perspective.
Drive process harmonisation and standardisation across regions in collaboration with Global Process Owners (GPOs).
Work more broadly across the People Services and Operations function to support relevant change underpinning the People Strategy and new ways of working which deliver additional efficiencies, increased productivity and improved service delivery and experiences.
Support for the implementation of HR Helpdesk including workflows, knowledge base, tiering strategies, and case management framework (Phase 1: ticketing) with ability to scale for future enablement of case management and handoffs across people functions.
Conduct pilots and user testing to validate workflows and content.
Lead implementation planning and execution for new services.
Conduct readiness assessments, cutover planning, and define future BAU support models.
Collect feedback from end users and service agents to iterate and improve.
Ensure effective knowledge transfer and handover to BAU teams.
Work in partnership with the Change and Engagement Lead to ensure smooth transition and adoption across the organisation.
Skills & Experience
Qualifications, Knowledge & Experience
Proven experience in developing and leading large-scale HR transformation & change management programs, preferably in a global or multi country context.
Hands-on experience with Oracle HCM or similar enterprise HR platforms.
Demonstrated ability to work across strategic design and operational execution.
Excellent communication, interpersonal, and stakeholder management skills.
Familiarity with ticketing/case management systems, workflow design and SLAs.
Ability to work effectively in a fast-paced, dynamic environment.
Strong analytical and problem-solving skills.
Professional development and/or experience in change management, service design, training and capability development (e.g. Prosci, CIPD).
Skills & Attributes
Strategic thinker with a hands-on approach.
Fosters team collaboration; embraces diversity and inclusion and actively seeks diverse perspectives.
Ability to maintain personal effectiveness during periods of higher-than-normal workload.
Ability to remain positively motivated and foster team spirit at times of significant pressure, including helping others to meet deadlines.
Self-aware, understands their role in a team and takes responsibility for own actions.
Passion for people - enjoys looking for ways to improve and step up quality and levels of service
Empathy for end users and a passion for improving member experiences.
Not ready to apply just yet, or have a few questions? Contact Elisa.Luchmun@arup.com. Please note, to ensure we remain GDPR compliant do not send your CV directly to us via this email.
What we offer you
At Arup, we care about each member’s success, so we can grow together.
Guided by our values, we provide an attractive total reward package that recognises the contribution of each of our members to our shared success. As well as competitive, fair and equitable pay, we offer a career in which all of our members can belong, grow and thrive – through benefits that support health and wellbeing, a wide range of learning opportunities and many possibilities to have an impact through the work they do.
We are owned in trust on behalf of our members, giving us the freedom, with personal responsibility, to set our own direction and choose work that aligns with our purpose and adds to Arup’s legacy. Our members collaborate on ambitious projects to deliver remarkable outcomes for our clients and communities. Profit Share is a key part of our reward, enabling members to share in the results of our collective efforts.
We also provide Private medical insurance, Life assurance, Accident insurance and Income protection cover. In addition, you’ll have access to flexible benefits to help you look after all aspects of your wellbeing and give you the freedom and flexibility to find the best solutions for you, your family, and your individual needs.
Different people, shared values
Arup is an equal opportunity employer that actively promotes and nurtures a diverse and inclusive workforce. We welcome applications from individuals of all backgrounds, regardless of age (within legal limits), gender identity or expression, marital status, disability, neurotype or mental health, race or ethnicity, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave. We are an open environment that embraces diverse experiences, perspectives, and ideas – this drives our excellence.
Guided by our values and alignment with the UN Sustainable Development Goals, we create and contribute to equitable spaces and systems, while cultivating a sense of belonging for all. Our internal employee networks support our inclusive culture: from race, ethnicity and cross-cultural working to gender equity and LGBTQ+ and disability inclusion – we aim to create a space for you to express yourself and make a positive difference. Discover more about life at Arup at www.arup.com/careers/your-life-at-arup.
We are committed to making our recruitment process and workplaces accessible to all candidates. Please contact Elisa.Luchmun@arup.com to let us know if you need any assistance or reasonable adjustments throughout your application or interview process, and/or to perform the essential functions of the role. We will do everything we can to support you.
Our Application Process
To understand what to expect next, please visit https://www.arup.com/careers/recruitment-process/
Recruitment Agencies – We have a Preferred Supplier List of trusted partners to assist us when required and do not acknowledge any speculative CVs or unsolicited candidate introductions from agencies.
Closing Date: 15th August
We may close the role earlier than the advertised date should we receive a large number of applications, so please ensure you apply early.