Head of HR Systems and Service Improvement

Job summary

About the Government Legal Department

At Government Legal Department we have a vital, single-minded purpose: to help the Government govern well within the rule of law. This is complemented by our exciting vision to be an outstanding legal organisation, committed to the highest standards of service and professionalism and a brilliant place to work where we can all thrive and fulfill our potential.

Our work touches almost every aspect of public life. We are the largest provider of legal services across government, working on high profile matters.

Our respected professionals are involved in everything from regulation and litigation to advice on drafting legislation. They provide expertise to the full range of government departments. We are at the heart of delivering the government’s priorities and our success depends on our people.

GLD is a non-ministerial government department headed by the Treasury Solicitor, our Permanent Secretary, and employs nearly 4000 people, including nearly 3000 legal professionals. We have offices nationwide, in Bristol, Leeds, inner and outer London and Manchester. Our lawyers can also be located within other departments and overseas.

GLD also depends on a range of cross-functional professionals to provide our corporate services. There are nearly 1000 colleagues playing an essential part in helping GLD to achieve its purpose and truly deliver much more than law.

This is an exciting time to join GLD, with cutting edge legal work on global issues and a transformation agenda which is ensuring the Department exemplifies the Modern Civil Service.

To find out more about what we do you can view our introductory film. On our website you can hear from team members, find out how to apply and learn about the benefits of working for GLD. You can also read more about the future vision for GLD in our GLD Strategy 2024 – 2027.

Job description

About the HR Operations, SPC

We are looking for an experienced HR Operations professional to lead a significant programme of HR systems and service improvement at a pivotal point of change for GLD. This is an opportunity to shape how HR services are delivered, improve the user experience, and help prepare the organisation for the successful implementation of a new Enterprise Resource Planning (ERP) platform.

The role sits in the HR Division within the Strategy, People and Culture (SPC) directorate in GLD. SPC is dedicated to promoting an environment where our people can thrive and deliver exceptional legal services. It plays a crucial role in shaping the strategic direction of the department, enhancing our organisational culture, and ensuring that our workforce is equipped with the skills and support needed to excel.

GLD’s HR Division provides strategic partnering, professional advice, and in-house HR and payroll services to more than 3,500 employees across GLD, AGO (Attorney General’s Office), and HMCPSI (HM Crown Prosecution Service Inspectorate). We are committed to continuous improvement and to supporting GLD’s wider transformation by creating an environment in which employees can thrive.

The HR Operations Team are responsible for:

• Providing the first point of contact for HR and payroll queries
• Administering employee and payroll changes
• Providing accurate and compliant payroll and pensions services
• Managing third party occupational health, employee assistance and employee benefit schemes to support personal and financial wellbeing
• Maintaining and optimising GLD’s HR and Payroll iTrent platform (internally branded as MyHR)
• Providing management information and people analytics to support local and strategic decision making

About the Role

As Head of HR Systems and Service Improvement, you will lead a portfolio of work to deliver key 2026–27 People Strategy priorities: providing efficient, high-quality HR services to our employees, improving the user experience through continuous improvement and optimisation of our current platforms, and preparing for the successful implementation of a new Enterprise Resource Planning (ERP) platform.

As part of our drive to provide efficient, high-quality HR services, you will lead the digitalisation of HR processes and deliver system improvements that support business objectives. You will lead a small team of HRIS specialists responsible for maintaining and optimising iTrent on behalf of HR, while improving the user experience, increasing efficiency, and enhancing self-service.

You will also work closely with Digital colleagues to ensure that ServiceNow, GLD’s ticketing and case-handling platform, is aligned to organisational structures and HR processes, meets the needs of HR users, and that requests for change are effectively scoped, progressed and implemented.

Alongside our short- and medium-term priorities, GLD is preparing to replace its Finance and HR systems with a new Enterprise Resource Planning (ERP) platform. This programme is at an early stage, and the post-holder will play a key role in working with HR Operations senior managers and HR subject matter experts across the organisation to prepare HR systems, processes, and teams for a successful migration.

Key Responsibilities

• Provide leadership, direction and support to the MyHR systems specialists responsible for system administration, configuration, change control, testing and upgrades, ensuring change requests are prioritised appropriately and delivered to agreed timescales in collaboration with business sponsors.
• Work collaboratively with the Head of Employee Services, Head of Payroll and Head of HR MI to ensure accurate data entry, effective data management and regular data cleansing within MyHR.
• Promote a culture of continuous improvement across the team and act as the single point of contact for HR in raising, scoping and prioritising MyHR and ServiceNow change requests.
• Develop a strong understanding of user needs, business priorities and current challenges, working with HR stakeholders to identify and implement more efficient and effective ways of using available technology.
• Maintain and update the team’s Digital Improvement Plan, chair the monthly MyHR and HRSD Change Boards, and represent HR at relevant ServiceNow planning and governance forums.
• Build strong and constructive relationships with Digital colleagues to ensure shared priorities are understood, changes are well governed, and solutions are delivered in line with business needs and agreed standards.
• Support the Head of HR Operations in designing, developing and implementing HR requirements for a new ERP system, taking responsibility for key workstreams as the programme evolves.
• Improve and embed the HR Operating Model, increasing self-service by ensuring guidance on Eagle (intranet) is accurate, accessible and kept up to date.
• Provide project and change management support for digital and non-digital projects as required.
• Keep up to date with developments in digital technology across GLD, the wider Civil Service and HR best practice, recommending new solutions that support business objectives and comply with data privacy and security requirements.

This is an outline description of the key responsibilities and accountabilities involved in the job. This is not an exhaustive list of responsibilities. You may be asked to undertake other duties across the HR team, commensurate with your grade and experience.

Person specification

Behaviours

Below are details of the Success Profiles that make up this role. Demonstrating all the behaviours listed below is essential at either application or interview. You can read more about Success Profiles and how they are used as an assessment method before completing your application.

We'll assess you against these behaviours during the selection process:

• Seeing the Bigger Picture
• Changing and Improving
• Working Together
• Delivering at Pace

Key Skills & Experience

Essential – must be demonstrated at application and interview

• A strong track record in digital innovation and continuous improvement
• Proven experience of delivering HR services through digital platforms, with in-depth knowledge of HR information systems, self-service portals, and related digital tools
• A strong understanding of HR policies and processes across the employee lifecycle
• Ability to think strategically and creatively to develop and implement digital HR solutions and continuous improvement activity that resolves problems and supports team and organisational priorities
• Excellent verbal and written communication skills, with the ability to explain complex issues clearly to a range of audiences
• Ability to build productive working relationships across teams and collaborate effectively with stakeholders at all levels
• Strong project and change management skills, including the ability to lead multi-disciplinary teams, manage competing priorities, and deliver to challenging deadlines
• Good understanding of data privacy and security requirements
• Awareness of, and a willingness to stay up to date with, emerging digital trends and technologies relevant to HR services and the Civil Service People Function

Technical Skills

Desirable

• Desirable criteria will be used when there is a need to distinguish between candidates who are closely tied or the same after the initial consideration of essential criteria, at sift and / or interview.
• Project management qualification
• CIPD Level 5 qualification (or equivalent) or willingness to study for one

Security Clearance Level

All GLD employees must hold . In addition to this, those based in our London offices must hold or be willing to obtain CTC level clearance for this role. If London based, you can start your position pending this clearance level, however your appointment will be conditional upon obtaining CTC clearance. More information can be found about the vetting and clearance levelsbefore completing your application.

Sponsorship and Visas

There is the possibility that GLD can provide sponsorship for skilled workers, as long as they meet the eligibility criteria set down under current immigration legislation. GLD does not guarantee sponsorshipwill be provided or that an applicant will be successful in gaining a skilled worker visa.

It is the responsibility of the applicant to ensure that they meet the criteria for sponsorship. They also have the responsibility to notify the Resourcing Team that they require Sponsorship at the start of the onboarding process into GLD. This applies to existing civil servants as well as external candidates.

Behaviours

We'll assess you against these behaviours during the selection process:

• Seeing the Big Picture
• Changing and Improving
• Working Together
• Delivering at Pace

Benefits

Alongside your salary of £57,263, Government Legal Department contributes £16,589 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

Learning and Development

Benefits of working for the Civil Service

Whatever your role, we take your career and development seriously, and want to enable you to build a really successful career with the Department and wider Civil Service. It is crucial that our employees have the right skills to develop their careers and meet the challenges ahead, and you’ll benefit from regular performance and development reviews to ensure this development is ongoing. As a Civil Service employee, you’ll be entitled to a large range of benefits.

Learning and Development at GLD

GLD has a comprehensive learning and development offer for all employees.

We offer a programme of in-person/hybrid and virtual sessions providing learning on profession-specific, soft skills, technical skills, and different topics. We also support colleagues through a range of different professional qualifications.

Cross-Functional Professional

We support all Professions with building their careers and capability aligning with the wider Civil Service offerings for each Profession.

There are also talent and development opportunities offered throughout the year these include:

Senior Leaders and Future Leaders Schemes – cross Civil Service accelerated development schemes.

Beyond Boundaries – cross government development programme designed to help participants develop the knowledge, skills and networks required to build a satisfying and effective career in the Civil Service.

Mentoring and Coaching – we encourage all colleagues to share their knowledge, capability, and experience.

Apprenticeships - We have a range of apprenticeships on offer across all professions with the opportunity for all employees to explore a profession specific apprenticeship to support their development in role.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

The Recruitment Process

Application

To apply for this post you will need to complete the online application on Civil Service Jobs, searching the reference below. The deadline for this application is Wednesday 1st July 2026 at 12:00 Midday

In your application you will be assessed on the following:

1. An online CV setting out your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years, as part of the online application form. This will be used to assess Key Skills & Experience andwill be scored.
2. To apply for this post, you will need to complete a Personal Statement of no more than 1,250 words, providing evidence of your suitability for the role with particular reference to essential skills and experience outlined in the person specification.

Please see our candidate guidance for more information on appropriate and inappropriate use.

Application Errors

Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, please contact us via: activecampaigns@governmentlegal.gov.uk . Use the subject line to insert appropriate wording for example – Please re-open my application – 465611 & vacancy closing date Wednesday 1st July 2026 at 12:00 Midday.

Selection Process

After the closing date, the appointing panel shall assess candidates’ suitability for the role based on evidence provided in their application against the behaviours and experience outlined in the person specification.

If there are a large number of applications the panel will conduct a staged sift. The initial sift will be on CV alone. If you meet the minimum criteria for the CV you will then go to the full sift on Personal Statement.

In the eventuality that there are a high number of applicants successful at sift, GLD may operate a longlist, whereby applicants who have been shortlisted and met the minimum pass mark but are not selected for interview will have their application placed on hold. After the initial interview round candidates on the longlist may be offered an interview, should there still be posts available.

Interview

If you are invited to interview, you will be assessed on your performance in the criteria listed in the Person Specification, alongside strength-based questions. These criteria are:

• Changing and Improving
• Working Together
• Delivering at Pace
• Key Skills & Experience

Oral Presentation

• You will be asked to conduct a 5-minute oral presentation in the interview which will assess your experience and Seeing the Bigger Picture behaviour
• Full detail of the interview format will be provided to shortlisted candidates prior to interview.

Your interview will take place online.

Offer

The timeline later in this pack indicates the date by which decisions are expected to be made, and all shortlisted candidates will be advised of the outcome as soon as possible thereafter.

All communications regarding your application will be made through Civil Service Jobs.

All candidates will be notified of the outcome as soon as possible after the interview. Feedback will only be provided if you attend an interview.

We appoint in strict order of merit. If you meet the minimum criteria for this position but are not successful for a post, you will be placed on the reserve list. We may contact you to see if you are interested in a post at the same, or a lower grade, in GLD should one arise.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Stephanie Timms
• Email : Stephanie.Timms@governmentlegal.gov.uk

Recruitment team

• Email : activecampaigns@governmentlegal.gov.uk

Further information

What do I do if I have a complaint?
You have the right to complain if you feel there has been a breach of the Recruitment Principles. If you feel that your application hasn’t been treated in accordance with these Principles and wish to make a complaint, please contact recruitment_feedback@governmentlegal.gov.uk in the first instance. Please title your email as follows: Job Reference Number – Job Title – Recruitment Complaint. Complaints must be submitted in writing within 30 days of the incident or the decision which has caused the complaint. To fully engage with the issues raised GLD require that you submit evidence of your complaint.

Attachments

G7 Head of HR Systems and Service Improvement Opens in new window (pdf, 589kB)