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Job reference number 299180

Helpdesk Manager - Sheffield (Hybrid) - Permanent
Competitive salary
Car allowance £4000 or £3500 cash equivalent
Single person Healthcare
Annual bonus potential
Generous annual leave offering of 26 days, plus bank holidays, increasing with years service
Company pension scheme with highly competitive contribution rates
Full time
Permanent

This is a Hybrid working role with a requirement to attend our Sheffield office two to three times per week, with flexibility required in line with business needs

We’re currently innovating and transforming our business for the future, adapting towards a parcel delivery market, as well as taking environmental responsibility for our impact as a business. It’s a really exciting journey and to get there, we need exceptionally talented, bright, and driven people to join us on one of the UK largest transformations.

Are you highly organized and an experienced HR Helpdesk Manager looking to join our dynamic HR team in Sheffield?

About the Role
As the HR Helpdesk Manager, you will play a pivotal role in providing exceptional HR support and customer service to employees across the organisation. You will oversee the day-to-day operations of the HR helpdesk function, ensuring efficient and timely resolution of HR-related inquiries and issues. The role reports to the HR Service Delivery Director.

Key accountabilities

• HR Systems team, responsible for SAP ECC (PSP) and SuccessFactors, supporting, maintaining, and developing core systems support for Payroll, Pensions, Recruitment and Learning, through SAP ECC, and SuccessFactors, covering an employee base of 150k employees.
• Ownership of our case management system (People Case Manager), system development and maintenance for over 20k users. Lead Business representative, overseeing current deployment, supplier management and future development of the product.
• Ongoing development and maintenance of the Employee App (circa 100k users, up to £2m budget).
• Key lead on HR system development, owning the HR technology road map
• Collaborate with stakeholders to define system requirements, workflows, and process improvements to streamline HR operations and maximize system functionality.
• Working with IT 3rd party suppliers to prioritise changes in line with business priorities, defining requirements and testing changes through the testing lifecycle.
• Additionally. within systems providing tier 3 level support and appropriate management of tickets through external suppliers and IT Service Management.
• Manage the configuration, customisation, and administration of HR systems, ensuring data integrity, accuracy, and compliance with relevant regulations.
• Oversee system updates, patches, and integrations, working closely with IT and vendor partners to ensure smooth implementation and minimise disruptions
• Develop and maintain HR system documentation, user guides, and standard operating procedures.
• Manage security authorisations across all SAP project / Business as usual environments covering all systems, whilst ensuring security is at the highest level and subject to Internal & External Audit standards.
• Direct pensions systems interface support to over 140k members, across multiple different pension schemes and system support & development
• Payroll support and development, to 150k employees across weekly/monthly pay and casual cycles.
• Promoting system adoption and ensuring employees have the necessary knowledge and tools to effectively utilise HR systems.
Stay informed about industry best practices and emerging trends in HR technology, making recommendations for system enhancements and process optimisations

Key dimensions

• Direct reports 3, overall team size is circa 45.
Tier 1 support for Pay, PSP, Pension, Rowland Hill and Disability Helplines for all current employees and RMPP members.

About you

To truly excel in this role, you’ll possess, and be able to evidence, the skills and experience listed below:

• Degree in Human Resources, Business Administration, or a related field (or equivalent experience).
• Proven experience in a similar HR helpdesk management or HR operations role.
• In-depth knowledge of HR policies, procedures, and best practices.
• Strong understanding of HRIS systems, ticketing software, and knowledge management tools.
• Excellent communication and interpersonal skills, with the ability to communicate complex information in a clear and concise manner.
• Strong track record of delivering process improvement
• Exceptional problem-solving and decision-making abilities.
• Strong leadership and team management skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• High level of discretion and confidentiality in handling sensitive employee information.
• CIPD desired.

We don’t expect every candidate to meet the full criteria for the role. If your experience looks a little different from the job requirements, but you feel you have the relevant skills to bring value to the role, we’d love to learn more about you.

Your career in safe hands

At Royal Mail we value our people and we want our people to be proud to work for our businesses.

We have the assets, the infrastructure and the scale that others don’t, yet we are a big part of the communities we operate in, making billions of precious deliveries each year. We are responsible for the largest B2B customer database in the UK and are one of the largest employers in the UK, providing one in every 194 jobs.

An operation of this size needs a strong support network, and the HR, Legal, Finance, IT, Risk & Governance, Customer Experience, Sales & Marketing departments are all integral to helping us to utilise the latest technology and business approaches to optimise, automate and digitise our operations.

Royal Mail is a forward thinking, innovative organisation, that is also committed to reducing emissions and improving air quality in our communities. This includes investing in technologies such as electric vehicles, drones, alternative fuel trucks and energy improvements to our estate.

Next Steps

The next stage of the selection process will be a face to face/virtual (TBC) interview consisting of competency based and role specific questions.

Trust forms the foundation of everything we do in Royal Mail. We want to be transparent about what kind of qualities we are looking for and build trust from the very beginning of your journey with us. The first step is your interview, and we mean ‘your’ interview. We want to give you the opportunity to shine. To enable you to do this, we will provide you with your interview questions ahead of the interview taking place. This will allow you time to prepare, and ensure you have your best examples in mind. Royal Mail Group values both trust, and our people.

Royal Mail are proud of our diverse employee network groups and the active role they play to support belonging and encourage a positive work environment. We are firmly committed to inclusion and passionate about our people representing the communities we serve.

We are happy to support your need for any adjustments during the application and hiring process. Please share the details within your application if required.

Closing Date: Monday 28th August. Please note, this advert may close early if the appropriate number of applications has been reached.

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