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The HR Services Partner Manager is responsible for managing strategic partnerships that support the delivery of HR services across the employee lifecycle. We are seeking a results-driven and strategic HR Services Partner Manager to oversee and optimize relationships with our HR service providers. This role ensures that outsourced HR services meet performance standards, contractual obligations, and business goals. You’ll serve as the main point of contact between our internal HR team and external service partners, driving value, efficiency, and service excellence. This role ensures HR service delivery excellence by coordinating with both internal stakeholders and external service providers. You will play a critical role in ensuring services are delivered efficiently, aligned to business needs, and in compliance with all relevant regulations.
Job Responsibility:
Serve as the primary point of contact for HR service providers and internal HR delivery teams
Define performance measures and establish governance frameworks to support strategic delivery of HR Service Model
Oversee the performance of partners against agreed service level agreements (SLAs), KPIs, and contractual obligations
Lead regular business reviews with partners and internal stakeholders to drive continuous improvement and accountability
Develop and manage strong, collaborative relationships with HR service partners
Work with procurement/legal to negotiate contracts, renewals, and service-level agreements that align with business objectives
Ensure seamless delivery of HR services such as onboarding, employee journey management and offboarding
Act as the escalation point for service issues
coordinate resolution strategies and communicate outcomes to stakeholders
Coordinate with internal HR teams to ensure alignment of services with business strategy and employee needs
Track and evaluate performance against SLAs, KPIs and quality standards
proactively address service issues
Provide regular performance reporting and insights to senior HR leadership on vendor performance, risks, and opportunities
Work closely with business units, HR business partners and shared services teams to understand evolving HR needs
Provide guidance and insight on partner capabilities and limitations to support strategic planning
Liaise between internal HR teams, Finance, Legal and IT to ensure seamless integration and communication with vendors
Monitor and analyse service delivery data to identify trends, gaps, and opportunities to drive improvements in service delivery, ensuring scalability and efficiency
Oversee continuous improvement initiatives within partner organisations to enhance the efficiency and effectiveness of HR service delivery
Work with Project and Planning and HR Systems Specialists to identify and deliver opportunities to drive standardisation and automation and redesign HR processes to enhance the customer experience
Ensure that service delivery partners comply with local market legislation and regulations, data protection regulations (e.g., GDPR) and internal policies
Support audit readiness and participate in internal and external audits as required
Requirements:
Proven experience in HR operations, shared services and external HR partner management through a period of business transformation
Proven experience of overseeing the end-to-end 360 delivery of the people services shared services delivery including onboarding, in-life through to exit
Proven experience in establishing partner performance standards and governance frameworks, aligned to strategic ambition, and managing service performance
Strong understanding of HR functions, processes and employee lifecycle management
Ability to analyse performance metrics and translate data into actionable insights
Proficient in HRIS platforms and collaboration tools (e.g., SAP SuccessFactors, Microsoft Office)