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# People Operations Process Transformation Lead

- **Company:** Deliveroo
- **Location:** London, UK
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Agile Methodology, Artificial Intelligence, JIRA, Large Language Models, Agentic-AI, Software Version Control, Workday
- **Published:** October 28, 2026
- **Apply:** https://startup.jobs/people-operations-process-transformation-lead-deliveroo-10618380

## About the Role

* Significant experience in process improvement, operational excellence, or HR shared services transformation, ideally within a complex, multi-country organisation.
 * Demonstrated ability to catalogue, size, and simplify end-to-end processes, eliminating waste to deliver measurable gains in hours or cost.
 * Strong practical understanding of agile methodologies (e.g. kanban, sprint cycles, backlog management) applied to operational or tech-enabled teams.
 * Hands-on experience designing or governing AI-enabled and agentic workflows, including setting quality benchmarks and identifying critical human-in-the-loop checkpoints.
 * Proven ability to design ticketing and case management workflows (ideally in Jira) and influence cross-functional stakeholders across HR, technology, and compliance without direct authority.

Nice to have:

 * Hands-on experience configuring Jira Service Management or Workday.
 * Formal training or practical application in Lean, Six Sigma, or continuous improvement methodologies.
 * Experience writing prompt evaluations, structured decision trees, or knowledge architectures for LLM-powered tools.
 * Exposure to EMEA employment compliance, payroll handoffs, and operational change management., If you're excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we'd love to hear from you!

## Description

You'll be joining the People Services & Enablement team. We run HR operations across DoorDash, Wolt, and Deliveroo, focusing on delivering one unified service catalogue, one front door, and a simplified operating model. You will turn fragmented processes into scalable, AI-ready operations that return real capacity to the business.

Here's what your day-to-day might look like:

 * Establish a unified catalogue and SOP library: Create a single, cross-brand catalogue of all People Services activities with named owners, version control, and clear process mapping across Workday, Jira, and local tools.
 * Eliminate process waste and standardise: Identify and cut redundant handoffs, rework, and unnecessary approvals before documenting standard operating procedures, ensuring we simplify before we automate.
 * Size, prioritise, and track capacity: Implement a consistent T-shirt sizing framework (effort, complexity, risk) across all tasks to prioritise the operational backlog, plan team capacity, and measure FTE hours returned.
 * Lead the agile methodology for agentic AI: Define intake, sprint frameworks, and definition-of-done standards to prepare SOPs and decision rules for AI agents, partnering with People Tech to launch priority automations.
 * Optimise case management workflows: Design structured Jira workflows, auto-routing rules, and an AI case assistant to ensure seamless single-front-door intake, higher first-contact resolution, and strict SLA adherence.
 * Drive cross-functional transformation: Partner closely with People Tech, Knowledge & Content, Payroll, and Centres of Excellence to seamlessly transition work into centralised services and measure tangible efficiency gains.