Service Design Implementation Lead - (people Services Fusion)

Service Design Implementation Lead, People Services (Fusion Programme)

Two-year maximum fixed term contract (potential to extend)

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.

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.