HR Service Delivery Manager

Job Summary
The HR Service Delivery Manager will lead the day-to-day delivery of HR services in a centralized shared services environment. This role oversees a multidisciplinary HR team supporting HR operations, employee experience, HR technology, talent acquisition, benefits, and other related functions.

The position is responsible for ensuring efficient, accurate, and consistent service delivery while maintaining operational standards, service quality, and compliance with established HR policies and procedures. The successful candidate will collaborate with local and international HR stakeholders to align operational priorities, improve service delivery, and enhance the overall employee experience.

Key Responsibilities

HR Service Delivery and Operations

• Oversee day-to-day HR service delivery across multiple HR functions, ensuring timely, accurate, and employee-focused support.
  
• Establish and maintain workflows, service standards, escalation procedures, and operational controls.
  
• Manage workload distribution, team capacity, priorities, and resource allocation.
  
• Ensure effective coordination across HR functions throughout the employee lifecycle.
  
• Monitor service performance, identify operational risks, and resolve recurring issues.
  

People Leadership

• Lead, coach, and develop HR team members while managing performance and accountability.
  
• Establish clear team objectives, priorities, and performance expectations.
  
• Ensure adequate staffing and coverage for critical HR processes.
  
• Promote knowledge sharing, cross-training, and continuous professional development.
  
• Identify capability gaps and recommend appropriate training or staffing solutions.
  

Stakeholder Management

• Collaborate with international HR leaders to align service delivery with business priorities and functional standards.
  
• Translate stakeholder requirements into operational plans and deliverables.
  
• Facilitate communication, coordination, and knowledge transfer across geographically distributed teams.
  
• Manage competing priorities while balancing service requirements and available resources.
  
• Provide regular updates on service performance, workload, risks, and operational concerns.
  

Service Governance and Operational Excellence

• Establish and monitor service-level metrics, quality standards, and operational controls.
  
• Maintain updated standard operating procedures, process documentation, and accountability frameworks.
  
• Track service volumes, turnaround times, backlogs, accuracy, and data quality.
  
• Ensure the proper handling and confidentiality of sensitive employee, candidate, payroll, benefits, and compensation information.
  
• Support audit, compliance, reporting, and documentation requirements.
  
• Identify opportunities to improve service quality, operational efficiency, and process consistency.
  

Continuous Improvement

• Lead initiatives to simplify, standardize, and automate HR processes.
  
• Partner with HR technology stakeholders to improve systems, workflows, reporting, and employee self-service capabilities.
  
• Support the transition of HR processes into a centralized service delivery model.
  
• Ensure transitioned processes are properly documented, communicated, and stabilized.
  
• Strengthen knowledge management, business continuity, and cross-functional collaboration.
  
• Support HR projects, system implementations, and process transformation initiatives.
  

Qualifications

• Bachelor's degree in Human Resources, Business Administration, Management, Psychology, or a related field.
  
• At least 10 years of progressive HR experience, preferably in HR operations, shared services, employee services, or HR service delivery.
  
• At least 5 years of people leadership or management experience.
  
• Proven experience managing HR processes, service standards, operational controls, performance metrics, and competing priorities.
  
• Experience working in a shared services, centralized HR operations, or global business services environment.
  
• Experience leading multidisciplinary HR teams within a matrixed organization is highly preferred.
  
• Experience supporting international or geographically distributed HR operations is an advantage.
  
• Exposure to HR technology, process automation, service transitions, or HR transformation initiatives.
  

Required Skills

• Strong leadership, coaching, and team development capabilities.
  
• Solid understanding of HR operations and employee lifecycle processes.
  
• Experience managing service delivery within a matrixed organization.
  
• Strong analytical, organizational, and problem-solving skills.
  
• Excellent stakeholder management and communication skills.
  
• Ability to manage multiple priorities, service expectations, and resource requirements.
  
• Sound judgment in handling sensitive and complex HR matters.
  
• Proficiency in Microsoft Office and familiarity with HR systems, reporting, and operational data.
  
• High level of integrity, discretion, accountability, and confidentiality.