This role sits within Systems, Transactions and Operations (STO) in Human Resources and Organisational Development. STO delivers efficient, effective and customer‑focused HR, OD, recruitment and workforce services across NHS England, supporting managers, staff and senior leaders across national, regional and corporate directorates.
The service operates a centralised delivery model aligned to agreed policies, KPIs, SLAs and statutory requirements and includes HR Operations, Recruitment Operations, ESR, Workforce Compliance, Establishment Control and People Analytics. The team works in close partnership with HR Business Partnering, Finance, Analytics, Trade Unions and external suppliers.
The Role
We are looking for a Business and Operations Delivery Manager to provide strategic and operational leadership across assigned HR, OD, recruitment or workforce operations portfolios. You will lead teams to deliver high-quality, compliant and customer-focused services aligned to organisational priorities and People Plan objectives.
You will act as a senior point of escalation for complex, sensitive or high-risk operational and people matters, oversee delivery of complex programmes and service improvements, and build strong relationships with senior stakeholders across the organisation. This is a senior role operating in a complex, fast-paced and politically sensitive environment.
Key Responsibilities
- Provide strategic and operational leadership across assigned HR, recruitment or workforce operations portfolios
- Lead and manage teams, including recruitment, performance management, development and wellbeing
- Act as a senior escalation point for complex, sensitive or high-risk operational and people issues
- Oversee delivery of HR, recruitment, ESR, workforce compliance or establishment control services as required
- Ensure services meet statutory, regulatory, financial and governance requirements
- Lead complex projects, audits and service improvement initiatives
- Review and improve policies, procedures, guidance and systems to enhance service quality and efficiency
- Use data, insight and professional judgement to inform decision-making and risk management
- Ensure high-quality workforce data, reporting and management information
- Monitor budgets, resources and value for money within delegated authority
- Produce reports and briefings for senior leaders and governance forums
- Build effective relationships with senior leaders, HR Business Partners, Trade Unions and external partners
- Represent the service in internal and external forums as required
- Maintain high standards of confidentiality, professionalism and integrity at all times
Person Specification
Qualifications
- Level 7 qualification in Human Resources or Leadership and Management, or equivalent professional experience
- CIPD Professional Registration
Skills
- Advanced communication, influencing and stakeholder management skills
Knowledge
- Experience working in an HR, OD, ER, recruitment or operational advisory environment in an NHS organisation
- Significant experience in HR, OD, recruitment, workforce operations or a related specialist field
- Experience of managing teams and delivering complex services or programmes
- Experience of operating in politically sensitive and complex environments
Equality, Diversity and Inclusion
NHS England is committed to equality, diversity and inclusion and upholds the NHS values in everything we do. We value difference, promote inclusive working practices and operate with integrity, confidentiality and strong governance to support the delivery of high‑quality health and care services.
The band for this role is subject to full evaluation and is indicative at the time of advert.
This role will be 100% in person working at the NHS England Office in Leeds.
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