HR Service Delivery Manager

The HR Service Delivery Manager oversees the design, management, and continuous improvement of HR service delivery frameworks, ensuring consistent, high-quality, and efficient HR operations across the organization.

Requirements

• Define, implement, and monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for all HR service areas.
• Establish service delivery standards and ensure they are adhered to by the Employee Services team.
• Conduct regular service review meetings with stakeholders.
• Identify and prioritize process improvement opportunities across HR services.
• Lead operational transformation projects, ensuring minimal disruption to business operations.
• Partner with HR Technology Head on process automation and digitalization initiatives (without owning the tech development itself).
• Act as the primary liaison between Employee Services, HR Technology, and People Operations.
• Consolidate feedback from Employee Services and business units for service enhancements.
• Ensure alignment of operational changes with HR policy and compliance requirements.
• Monitor and report on service delivery performance against agreed metrics.
• Escalate persistent service gaps and recommend solutions.
• Lead root cause analysis for recurring operational issues.
• Support HR transformation initiatives by managing operational change impact.
• Communicate service delivery updates, enhancements, and changes to stakeholders.
• Coordinate training on new processes and service standards.

Benefits

• Equal Opportunity Employer
• Diversity, Equity and Inclusion Policy Commitment